Member Experience & Solutions Specialist

Sunward; Albuquerque (NM); On-site; USD 25,000 - 31,000; Full time

Job summary

Sunward Credit Union in Albuquerque, NM is seeking a full-time Member Service Representative to build positive relationships with members, analyze needs, and promote relevant financial products. You will help with account services and ensure compliance with BSA and OFAC training.

The role emphasizes attentive listening, clear explanations of features, and proactive service across phone and in-branch channels to deliver a superior member experience and drive membership growth and loyalty.

Qualifications

• Minimum one year of customer service experience.
• Prior financial institution and/or contact center experience preferred.
• Knowledge of Sunward products and services.
• Cross-selling ability.
• Strong interpersonal and communication skills.

Responsibilities

• Assist members with account-related services.
• Exceed members’ expectations through efficient, proactive and accurate service to ensure superior member service via a variety of delivery channels.
• Provide a superior member experience by listening to and assessing member needs.
• Explain features and benefits of targeted products and services.
• Offer targeted solutions to meet the member’s needs.
• Focus on phone availability to assist members efficiently.
• Promote membership growth and loyalty while adhering to BSA/OFAC training.
• Report unusual or suspicious activity to Legal and Compliance.
• Maintain confidentiality and security of member information.
• Communicate risks promptly to ensure safety of members and staff.
• Contribute to a team-oriented environment and meet goals.
• Maintain up-to-date knowledge of Sunward policies and procedures.
• Work in a fast-paced environment and meet service level agreements.
• Complete annual BSA and OFAC training.
• Perform other related duties as assigned.

Skills

Customer service

Sales skills

Communication

Team player

PC skills

Education

High school diploma or GED

Tools

CRM software

Job description

Sunward Credit Union in Albuquerque, NM is seeking a full-time Member Service Representative to build positive relationships with members, analyze needs, and promote relevant financial products. You will help with account services and ensure compliance with BSA and OFAC training.

The role emphasizes attentive listening, clear explanations of features, and proactive service across phone and in-branch channels to deliver a superior member experience and drive membership growth and loyalty.