Member Service Representative

Job Description

Member Service Representative | Mountain America Credit Union

The Tone:
This is a full-time role at Mountain America Credit Union, located in Kanab, UT. Our mission is to create exceptional service experiences with every member, every time. This role is vital for providing life-changing value by genuinely caring about each member, expertly applying our sales philosophy, and helping members achieve their financial dreams. The work of a Member Service Representative directly contributes to fostering members who champion Mountain America.

The TL;DR
• Role: Full Time
• Type: Monday – Friday 8:40am-6:15pm
• Location: In-person, Kanab, UT
• Pay: $18.50 per hour
• Mission: To create exceptional service experiences and provide life-changing financial value by understanding and meeting member needs.
• Tech Stack: Microsoft Office Suite (Outlook, Word, Excel)

What You’ll Actually Do
• Member Engagement: Provide exceptional service by assessing member needs, advising on suitable solutions, and assisting with transactions such as opening and servicing accounts.
• Financial Guidance: Educate members on available MACU tools, resources, and technology while cross-selling relevant products and services through a consultative approach.
• Issue Resolution: Clarify member complaints, determine the root cause, provide optimal solutions, and ensure timely correction or adjustment with follow-up.
• Branch Operations: Accurately process transactions, maintain a cash drawer, initiate wire transfers, create VISA cards, and assist with branch opening and closing procedures.
• Proactive Outreach: Utilize lead lists to make outbound calls to existing members, offering additional consultation on MACU products and services.

The Must-Haves
• Background: High school diploma or equivalent.
• Experience: At least six months of dedicated customer service experience.
• Skills: Proficient computer operating skills, understanding of Microsoft Office Suite (Outlook, Word, Excel), strong verbal and written communication abilities, capability to perform financial calculations, and a valid driver’s license.
• Bonus: Prior experience within the financial industry is preferred.