Member Service Representative

Horizon Credit Union; Spokane (WA); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Telemedicine for part-time employees

Paid Group Life and Disability

401K Retirement Savings

Employer 401K Matching

Discretionary Annual Incentive Bonus

Paid Time Off 10 hours per month

Paid Birthday Holiday

Paid Wellness Days

Volunteer Time

11 Paid Holidays

Job summary

Horizon Credit Union in Spokane, WA is seeking a full-time Member Service Representative to deliver exceptional service and accurate financial transactions. You will handle cash, process loan payments, and manage basic accounts while educating members on Horizon's products and services.

The role includes outbound calls to promote offerings and identify customer needs. We offer a comprehensive benefits package and a path for growth within a community-focused credit union established in the

Qualifications

• High school diploma or GED required; six months minimum customer service/cash handling experience; one year preferred in financial services.
• Knowledge of Horizon's products, services, policies, digital banking, and regulatory requirements.

Responsibilities

• Create a positive member experience through interactions and provide solutions to improve members' financial well-being.
• Verify cash transactions using the three-count rule and balance cash drawers according to Horizon standards.
• Process loan payments, maintain accounts ( CDs, money markets, share accounts ), and complete IRA/HSA transactions with accurate postings.
• Maintain up-to-date knowledge of products and services to educate members and refer products that improve financial well-being.
• Conduct outbound calls to promote Horizon products and identify customer needs.

Skills

Customer service

Cash handling

Outbound calling

Financial products knowledge

Cross-selling

Education

High school diploma or GED

1 year related financial institution experience

Job description

YOUR PATH. OUR PURPOSE.

At Horizon Credit Union, this is more than just a job. It's a place where you can grow, make a difference and feel connected to your work and community. We're committed to providing you with the tools and resources to build a fulfilling career with a good work-life balance. Join us to thrive, do your best work and help create positive change in your community.

COMPENSATION

Full-Time

Non-Exempt

$18.00-$24.30/hourly

*This figure shown represents the minimum and maximum of the range for this role. Individual offers are made dependent upon a candidate’s experience, education and skill level.

BENEFITS

• Medical, Dental & Vision Insurance for full-time and reduced full-time employees and their families
• Telemedicine for part-time employees
• Paid Group Life and Disability Insurance
• Employee Assistance Program
• Tuition Reimbursement Program
• 401K Retirement Savings
• Employer 401K Retirement Contributions & Matching upon eligibility
• Discretionary Annual Incentive Bonus based on eligibility criteria
• Paid Time Off per Full Calendar Year:
• 10 hours of PTO per month (prorated for reduced full-time and part‑time)
• Paid Birthday Holiday
• Paid Wellness Days
• Up to 24 hours of Paid Volunteer Time annually
• 11 Paid Holidays
• And More!

Requirements

Education & Experience

High school diploma or general education degree (GED); Minimum six months customer service and/or cash handling experience required; One-year related financial institution, customer service, and cash handling experience preferred.

RESPONSIBILITIES OF THE MEMBER SERVICE REPRESENTATIVE

Member Experience

• Responsible for ensuring each interaction creates a positive member experience while providing relevant solutions to improve the financial and personal well-being of the member.
• Verify cash transactions using the three-count rule, accurately record cash activity within the core system, and consistently balance cash drawers in accordance with Horizon's balancing standards.
• Process loan payments, maintain basic accounts (including CDs, money markets, and share accounts), and complete IRA/HSA transactions, ensuring accuracy and proper documentation in all postings.

Growth, Sales, & Service

• Maintain comprehensive, up-to-date knowledge of products, services, policies, digital banking, and regulatory requirements to confidently educate members, address complex inquiries, and refer products and services that improve the financial well-being of our members.
• Conduct outbound calling efforts to current and prospective members to promote credit union products and services and identify additional financial needs.

Technical Skills

• Leverage evolving digital tools and systems to deliver efficient, seamless omnichannel experiences while ensuring accuracy in financial calculations, including discounts, interest, and other key financial transactions.
• Understand the products and services offered by other financial institutions and be able to communicate the value proposition of those of Horizon Credit Union.
• Build member relationships through need-based conversations, identifying opportunities to recommend products, services, and referrals that support members' financial goals, retain members and deepen relationships with the credit union.

Administrative

• Working knowledge of branch functions, including opening and closing procedures, with the ability to assist branch with both.
• Maintain strict adherence to financial regulations, internal policies, and operational procedures to ensure compliance, accuracy, and risk mitigation in all member interactions.
• Maintain knowledge of the Business Continuity Plan and perform required duties

ABOUT HORIZON CREDIT UNION

Founded in Spokane, Washington in 1947, we built our foundation on community outreach and meaningful connections with our members and neighbors. Over the years, we’ve expanded across Washington, Idaho, Montana and eastern Oregon. We are equally proud that as we have grown, our commitment to our communities and members has remained strong and steadfast along the way.

*The statements in this job description are intended to describe the essential functions and minimum qualifications for this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required.