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Desert Financial Credit Union · 1 week ago

Member Solutions Representatives - Gilbert

Gilbert, Arizona, United States

Full-time

Onsite

Entry Level

1+ years exp

Desert Financial Credit Union is dedicated to providing exceptional service to its members and is seeking a Member Solutions Representative. In this role, you will deliver advanced service and support across a broad range of financial needs, build relationships with members, and resolve complex transactions with professionalism and accuracy.

BankingFinance

Responsibilities

Deliver exceptional onboarding and relationship-building experiences by conducting comprehensive financial conversations, assisting with account setup, and identifying opportunities to strengthen member financial wellbeing

Use a consultative sales approach, leveraging data, referrals, and outbound calling to recommend relevant products and services that drive member engagement and meet member financial wellbeing needs

Promote member engagement and self-service tool adoption by educating members on digital tools such as online banking and mobile apps; provide proactive outreach and follow-up to enhance member convenience and satisfaction

Provide accurate, compliant, and advanced service by executing a wide range of member transactions and account servicing with precision and care

Handles more advanced transactions and complex requests such as wires, debit card issues, savings bonds, and specialty accounts (POA, FBO, Trust/Estate, and Deceased accounts) while upholding operational standards and compliance

Resolve complex member issues by demonstrating sound judgment, ownership, and professionalism

Serve as a primary point of resolution within scope, ensuring timely follow-up, documentation, and member satisfaction

Support business and lending relationships through accurate account opening, maintenance, and loan application assistance

Partner with internal specialists to ensure seamless servicing and promote long-term relationship growth

Develop expertise and support branch performance by maintaining proficiency in all core front-line responsibilities

Participate in ongoing training, coaching and feedback sessions

Explore and take advantage of opportunities to pursue Branch Operations (BR Ops) designation

Other duties as assigned

Qualification

SalesServiceFinancial Institution ExperienceAttention to DetailActive ListeningChange AgilityTechnology ProficiencyNMLS RegistrationNotary CertificationEmpathyCommunicationTeam Collaboration

Required

High School Diploma or GED required

1+ years of experience in Sales and Service required

Strong attention to detail and accuracy. Demonstrates precision in executing complex transactions and account servicing; maintains accuracy across multiple systems and ensures all documentation meets compliance and audit standards required

Manages emotionally sensitive situations—such as escalations, declines, and deceased member accounts—with empathy, professionalism, and composure to build trust and resolve concerns required

Exercises sound judgment when processing transactions within scope, addressing fraud or risk concerns, and resolving escalated issues. Takes accountability by researching root causes, applying policy knowledge, and ensuring timely, accurate resolution required

Uses active listening and investigative questioning to uncover member needs; communicates with clarity and confidence to provide appropriate guidance during onboarding, lending, and business conversations required

Change agile with ability to effectively adapt to changing priorities, procedures, and digital tools; remains flexible and solutions-oriented in a fast-paced, dynamic environment required

Builds strong partnerships and supports team success through communication, cooperation, and shared accountability required

Demonstrates comfort with technology and a strong growth mindset; embraces ongoing feedback and professional growth opportunities required

Ability to be registered through the Nationwide Mortgage Lending System and Registry (NMLS) required

Notary – State Certification Registered and serve as a Notary Public required