Member Experience Representative

townandcountryhiring; Fargo (ND); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive pay

Paid holidays

Generous paid time off

Dress for your day

Health, dental, and vision insurance

Life and disability insurance

Flexible spending accounts

401(k) with employer contributions

Paid volunteer time

Tuition reimbursement

YMCA Corporate Membership Discount or…

Job summary

Town & Country Credit Union in Fargo, ND is seeking a Member Experience Representative to deliver outstanding service across phone, email, and online messaging, handling inquiries about accounts and digital banking.

You will document interactions, support the team, and help members with transactions while upholding security standards.

The role offers a collaborative environment across 10 branches with opportunities to grow and contribute to member satisfaction.

Qualifications

• Associate degree or equivalent experience required.
• At least 1 year in a financial institution or contact center preferred.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.

Responsibilities

• Provide outstanding service to members via phone, email, and other channels.
• Resolve questions related to accounts, transactions, and online banking tools.
• Document member interactions and maintain related records.
• Support internal functions and collaborate with the Member Experience Center team.
• Identify member needs and offer solutions or guidance.
• Follow policies, procedures, and security standards.
• Report trends or recurring issues to the Member Experience Manager.

Skills

Communication skills

Listening & problem solving

Data entry & numbers

Team player

Multitasking & organization

Willingness to learn

Shift flexibility

Education

Associate degree or equivalent experience

Job description

Deliver Exceptional Service-Right from the First Hello.

Do you believe great customer service isn't limited to face-to-face interactions? Are you the kind of person who thrives on helping others and solving problems with a smile-even over the phone or through email? If so, you could be the perfect fit for the Member Experience Representative role at Town & Country Credit Union. In this frontline role, you'll play a key part in building trust, supporting members, and representing the credit union with professionalism and care.

What the Role Involves

As a Member Experience Representative, you'll handle a wide range of member inquiries across multiple channels including phone, email, and online messaging. You'll assist with account balances, statements, payments, transfers, and digital banking services-all while providing prompt, friendly, and accurate support. In addition to resolving issues, you'll help document member interactions, complete reports, and collaborate with the rest of the Member Experience team to ensure a smooth experience for every member.

What You'll Do

• Provide outstanding service to members via phone, email, and other communication channels
• Resolve questions related to accounts, transactions, online banking tools, and more
• Accurately document member interactions and maintain related records
• Support internal functions and work closely with team members in the Member Experience Center
• Identify member needs and offer solutions or guidance
• Follow all established policies, procedures, and security standards
• Report trends, concerns, or recurring issues to the Member Experience Manager

What You Bring to the Table

• An associate degree or equivalent experience and at least one (1) year of experience in a financial institution, contact center, or similar service-oriented role preferred
• Excellent verbal and written communication skills
• Strong listening and problem-solving abilities
• Comfort with data entry, keyboarding, and working with numbers
• A professional, team-first attitude with a passion for helping others
• Ability to multitask and stay organized in a fast-paced environment
• A desire to learn, grow, and meet performance goals
• Flexibility to work shifts between 7:00 AM - 6:00 PM, including rotating Saturday mornings (9:00 AM - 1:00 PM)

Why Town & Country Credit Union?

We're a team of 175 professionals across 10 branches in Fargo, West Fargo, Minot, Kenmare, and Stanley. At Town & Country Credit Union, we're committed to making a positive impact-on our members, our employees, and our communities.

We believe in delivering outstanding products and services while fostering a supportive and growth-oriented work environment. You'll find opportunities to take on new challenges, grow your skills, and make meaningful contributions every day.

Benefits You'll Enjoy

Whether you're full-time or part-time, we offer a range of benefits designed to support your well-being and success:

1. Competitive pay
2. Paid holidays
3. Generous paid time off
4. "Dress for your day" dress code
5. Health, dental, and vision insurance
6. Life and disability insurance
7. Flexible spending accounts
8. 401(k) with employer contributions
9. Paid volunteer time
10. Tuition reimbursement
11. YMCA Corporate Membership Discount or Lifestyle Spending Account

If you're ready to step into a role where your communication skills, problem-solving mindset, and passion for helping others truly make a difference-this could be the opportunity for you. Join us in creating exceptional experiences for our members, one conversation at a time.

Town & Country Credit Union is an Equal Opportunity Employer.