Front Desk Representative

Capital-Credit-Union; Kimberly (WI); On-site; USD 32,000 - 46,000; Full time

Job summary

Capital Credit Union is seeking a friendly Member Service Associate to assist members in person and by phone, guiding them through our products and services with a consultative, resident-style approach. You will refer complex inquiries to specialists while maintaining high-quality service and building lasting member relationships.

The role emphasizes welcoming members, answering questions, processing requests, and supporting daily branch operations to ensure a positive experience for every

Qualifications

• Ability to read, write, and comprehend detailed and sometimes technical instructions, correspondence, and memos; basic arithmetic.
• Good working knowledge of core computer systems and software (Word, Excel, email).
• Strong communication and listening skills to interact with diverse members, vendors, and staff in high-stress situations.

Responsibilities

• Welcome members and visitors; identify needs and refer to the appropriate team.
• Communicate wait times and arrange appointments or follow up as needed.
• Educate members about credit union products and services to support financial wellbeing.
• Process special requests (account research, stop payments, wire transfers, ACH, check orders, contact updates).
• Maintain lobby presentation and cleanliness; assist with miscellaneous branch tasks as needed.

Skills

Reading & writing

Computer literacy

Communication skills

Independent judgment

Analytical ability

Education

High school diploma

Tools

Word

Excel

E-mail

Job description

Description

Position Purpose

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by assisting members in person and on the telephone, delivering comprehensive Credit Union information through attentive, consultative guidance. Refers members to the appropriate team member in a professional and efficient manner. Demonstrates a commitment to providing enthusiastic, high-quality service, with a strong focus on cultivating meaningful relationships with members.

• Welcomes all members upon their arrival to the facility.
• Creates an inviting space by assisting members and vendors in person, determine their needs, and refer them to the appropriate team members. Communicates wait times and may offer refreshments while they are waiting. If the appropriate team member is unavailable, this role may accept a message on their behalf and ensure it is promptly delivered, request alternative option to assist member, or if permitted may schedule appointment.
• Engage members in thoughtful conversation, this role identifies opportunities to share promotions and proactively connect individuals to expert resources—including Member Service Representatives, Mortgage Lenders, and the Capital Investment Group. Coordinating member appointments as needed, this approach fosters trust and encourages deeper engagement with the Credit Union’s full suite of services.
• Educates new and existing members about the credit union’s products and services tailored to support their financial well-being and deliver meaningful benefits.
• Process special member requests, including but not limited to account research, stop payments, wire transfers, ACH, check orders, and updating contact information.
• Maintains an effective working knowledge, including the technical aspects of the products and services offered to members. May include additional training in areas related.
• Address and resolve member concerns and complaints as needed, ensuring timely and effective solutions. Brings member questions and concerns to supervisor if attention and follow up is needed.
• May perform miscellaneous duties including, but not limited to, sorting mail, verifications of deposit, ordering bakery items, making coffee, organizing and cleaning kitchen, ordering and stocking branch and kitchen supplies, making popcorn, maintaining facility and delivery logs for the branch. Maintains a presentable lobby area for members and vendors. Log all vendors accessing the building. Completes miscellaneous projects for the organization including help with stuffers, process mail payments, process transactions for members that do not involve cash, open additional accounts for members such as savings and Certificates, assist with Digital Banking questions, assist with debit card printing and questions, perform Notary and Signature Guarantee services, send out holiday cards, and additional tasks as needed.

Necessary Experience and Qualifications

• Ability to read, write, and comprehend detailed and sometimes technical instructions, correspondence, and memos; and ability to add, subtract, multiply, and divide, using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education.
• Good working knowledge of the core computer system, Word, E-mail, and Excel, specifically the software necessary to view/schedule appointments. Must be able to operate fax machine, coffee maker and popcorn machine. All these skills are normally acquired in one to three months of on-the-job experience.
• Comprehensive knowledge of Credit Union products and services in order to provide information to members as normally acquired in three to six months of related experience with the Credit Union. May be trained to open additional deposit products, renew CD’s and issue debit cards.
• Communication/listening skills necessary to deal effectively and courteously with a diverse group of members, vendors, and employees in high-stress situations.
• Ability to exercise independent judgment when addressing member problems.
• Analytical ability to understand instructions, straight-forward comparisons of numbers, and the ability to collect information from computer screens and other available sources to assist members. Must be able to analyze, research, and resolve member problems and determine the appropriate course of action in unique situations.

Work Environment and Physical Requirements

• Office environment with moderate level of noise
• Frequent use of telephone, copier, computer, fax machine and other office machines
• Prolonged sitting or standing
• Frequent mental and visual concentration
• Minimal lifting up to 25 pounds

The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.