Member Account Representative - Eau Claire South

Royal Credit Union; Eau Claire (WI); On-site; USD 57,451,000 - 64,357,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

5% 401k employer match

Paid family and sick leave

Vacation and sick time accruals

Tuition and student loan debt support

Pet insurance

Job summary

Royal Credit Union is seeking a Member Account Representative to engage Members, understand their financial goals, and recommend solutions that support their success — while upholding Royal’s values and commitment to service excellence. The role focuses on building Member relationships, opening business and consumer accounts, and promoting Royal’s suite of financial products and digital services.

You’ll contribute to the NPS program by delivering outstanding service in a fast-paced, onsite

Qualifications

• Demonstrated strong customer service and communication abilities.
• Ability to explain financial products clearly and address member needs.
• Experience handling multiple tasks in a fast-paced environment.

Responsibilities

• Provide exceptional service to members by building rapport and engaging conversations.
• Establish and maintain Member relationships, including depository accounts and related products/services.
• Promote and sell Royal's financial products and digital services; support NPS initiatives.

Skills

Customer service

Communication

Interpersonal skills

Listening

Education

High School Diploma or equivalent

Job description

Are you passionate about delivering exceptional service and building long‑term relationships? Royal Credit Union is seeking a Member Account Representative to engage Members, understand their financial goals, and recommend solutions that support their success -- while upholding Royal’s values and commitment to service excellence.

Why Royal?

• Member and Community Focused: We are dedicated to making a positive impact on our Members and the communities we serve, going beyond financial services to enrich lives and foster growth.
• Supportive Environment: Join a collaborative, values-driven workplace that is always evolving. We support each other and work together to achieve our goals.
• Professional Growth: We offer numerous opportunities for training and advancement, helping you continuously develop and advance your skills.
• Empowerment: We empower our team members to make decisions and drive initiatives that help our Members achieve their financial goals. Your ideas and contributions are valued and encouraged.
• Community Involvement: Engage with your local community through various initiatives and events, making a tangible difference where you live and work. Be part of something bigger.

What You’ll Do:

The Member Account Representative provides exceptional service to members by building rapport and engaging with them — confidently begin conversations, anticipate questions, actively share information in a way members understand, and handle objections. Establish and maintain Member relationships, including business and consumer depository accounts and other related products and/or services. Meet Member needs by actively promoting and selling Royal's suite of financial products & digital services, including navigating digital usage. Support NPS (Net Promoter Score) initiatives in the office by providing exceptional service, guided by Royal's Core Values, creating loyal Members. Take initiative to learn and become knowledgeable in all of Royals' products and services.

What’s It Like Being a Member Account Representative at Royal Credit Union? Watch Here!

Our Commitment To You:

• Compensation: $20.05 - $22.46 per hour (candidates with significant related experience may be higher)
• Benefits: Royal is proud to take care of our team members and their families! In addition to our comprehensive medical, dental, and vision insurance plans, Royal offers a 5% 401k employer match, paid family and sick leave, vacation and sick time accruals, childcare reimbursement, tuition and student loan debt assistance, pet insurance, and much more!

What’s Needed For This Position:

• High School Diploma or equivalent
• Previous customer service experience
• Must be bondable upon hire
• Strong interviewing, listening, and verbal/written communication skills with the ability to clearly explain financial products, anticipate Member needs, handle objections, and build trust-based relationships.
• Ability to identify opportunities to recommend appropriate financial solutions, evaluate Member needs using analytical and critical-thinking skills, and confidently propose products and services that align with financial goals.
• Demonstrated ability to process complex financial transactions, maintain accurate records, complete high-quality data entry, and ensure compliance with policies, procedures, and regulatory requirements.
• Ability to work productively in a fast-paced, interruption-heavy environment, manage competing priorities effectively, embrace change, and consistently meet performance goals.
• Proven ability to work collaboratively within a team environment, navigate digital banking tools and social media platforms, educate Members on technology usage, and support continuous improvement initiatives.

We’d Love To See:

• Prior experience in sales
• Previous experience working in a financial institution

Work Schedule:

• Full-Time, working approximately 40 hours per week.
• Variable hours between 9:45am - 6:15pm Monday through Friday, including a Saturday rotation between 9:45am-2:15pm.
• Must be able to work fully onsite at the Eau Claire South Royal Credit Union branch location.

Training:

• Prior to starting a normal work schedule, new Royal team members must attend Foundation Training at our Corporate Center in Eau Claire, WI from 9:00am - 4:30pm on Monday and Tuesday during their first week of employment. Out-of-town learners may be eligible for reimbursement of travel and lodging expenses, subject to Royal's travel and expense reimbursement guidelines.
  • Foundation Training covers fundamental information about Royal’s culture and core values which sets the stage for team members to be successful within our organization.
• After Foundation training is completed, Member Account Representatives will participate in an additional 9 days of training split between Learning Center and Tactical Branch locations prior to serving Members independently at your ‘Home’ Branch.
  • Learning Center: Held at one of three locations (Eau Claire, White Bear Lake, or Somerset), this classroom style training is conducted via Zoom by a live facilitator and covers the fundamental aspects of your role. You will be supported by an in-person content matter expert alongside you to assist your learning. Training will run from 9:00am – 4:30pm on these days.
  • Tactical Branch: This hands-on training experience will provide you the opportunity to work 1:1 with a dedicated OJT (on the job trainer) for six days to practice the things you learned at the Learning Center in a live branch environment prior to getting in front of Members.