Member Services Representative I

Job Description

Job Description

First Financial Federal Credit UnionJob Description

Job Title : Member Services Representative (MSR) I, II, III

Department : Member Experience – Contact Center

Reports To : Member Services Contact Center Supervisor

Salary Grade(s) : 6, 7,8

EEO-1 Job Class : 5 - Administrative Support Workers

FLSA Status : Non-exempt

☒ Full-time

☐ Part-time

☐ Temporary

Location : Admin Center

☒ Telework Work Possible (if checked)

Important : See Telework Policy for Additional Criteria

Function :

Responsible for providing an exceptional member-centric experience by handling every potential, new, and existing member with patience, empathy, and enthusiasm. Offer members a comprehensive, all-in-one experience to meet their financial needs, covering education, services, and sales. This includes account opening, maintenance, and transaction processing, with an emphasis on consultative conversations to strengthen relationships and establish trust as a financial expert. Actively promote a variety of banking solutions to enhance a member’s service experience and achieve their financial goals.

Position Requirements :

GENERAL :

• Maintain a professional and friendly demeanor, able to quickly build rapport with members across various communication channels, while ensuring confidentiality is always upheld.
• Highly detail-oriented and service-driven, with strong listening, written, and verbal communication skills.
• Proficiency in reading, writing, and speaking Spanish is a plus.
• Capable of working both independently and as part of a team.
• Proficient in navigating both new and existing credit union systems, essential for the daily responsibilities of the role.
• Promotions are based on demonstrated performance, manager recommendations, and / or completion of required training.

EXPERIENCE :

EDUCATION :

Duties : Member Experience

Member Services

Operational Responsibilities

Support Functions

Performs other related duties of similar scope and complexity as needed.

Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.

Equal Opportunity Employment

First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.