Member Service Representative

Royal Credit Union; United States; On-site; USD 27,620 - 30,940; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k employer match

Paid family leave

Paid sick leave

Vacation accrual

Sick time accrual

Childcare reimbursement

Tuition reimbursement

Student loan debt assistance

Pet insurance

Job summary

Royal Credit Union is seeking a Member Service Representative to deliver outstanding service to Members by phone and written communications, help with online banking and card support, and resolve inquiries with care. The role requires a high school diploma, about 1 year of relevant experience, strong problem solving, empathy, multitasking, and the ability to navigate financial systems.

Schedule is about 40 hours weekly with some Saturday shifts, with on-site training in Eau Claire, WI and

Qualifications

• High school diploma or equivalent.
• 1 year of experience demonstrating critical thinking and problem-solving skills.
• Ability to de-escalate and resolve Member concerns with professionalism and empathy.
• Strong multitasking and communication skills to manage multiple systems and Member interactions simultaneously.
• Proficiency in navigating financial systems and digital tools to support Member needs efficiently.

Responsibilities

• Provide excellent quality service to current and potential Members, team members, and businesses via telephone and written communication.
• Assist Members with first level technical support with online banking, telephone banking, debit/credit cards and all deposit related functions.
• Possess the knowledge to answer questions, use logical reasoning to research and solve problems and perform transactions.
• Support Net Promoter Score (NPS) initiatives in the Member Service Center by providing exceptional service creating loyal Members.

Skills

critical thinking

problem solving

empathy

multitasking

communication

financial systems navigation

digital tools proficiency

Education

High school diploma or equivalent

Associate’s degree in business or related field

Job description

Team Members are at the core of who we are; living our core values of making a difference, doing the right thing, making it easy, being caring, being friendly, nice, and respectful, and taking ownership. Perhaps Royal is the change you’re looking for. Royal Credit Union is looking for caring, energetic team members who want to create a positive impact in the lives of our Members.

Is this you? If so, let us know by submitting an application! Do you thrive on helping others and solving problems with confidence and compassion? Become a Member Service Representative at Royal Credit Union! In this role, you’ll provide exceptional service to Members via phone and written communication, assist with online banking and card support, and help resolve inquiries with efficiency and care. Join a team where your dedication makes a real difference every day.

What You’ll Do

The Member Service Representative provides excellent quality service to current and potential Members, team members, and businesses via telephone and written communication using multiple systems and programs. Assist Members with first level technical support with credit union online banking, telephone banking, debit/credit cards and all deposit related functions. Possess the knowledge to answer questions, use logical reasoning to research and solve problems and perform transactions. Support Net Promoter Score (NPS) initiatives in the Member Service Center by providing exceptional service creating loyal Members.

What’s It Like Being a Member Service 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
• One year of experience demonstrating critical thinking and problem-solving skills
• Ability to de-escalate and resolve Member concerns with professionalism and empathy
• Strong multitasking and communication skills to manage multiple systems and Member interactions simultaneously
• Proficiency in navigating financial systems and digital tools to support Member needs efficiently

We’d Love To See

• Associate’s degree in a business-related field or equivalent experience
• Experience working with multiple software systems simultaneously
• Previous experience in a financial institution
• Background in customer service with a focus on delivering exceptional support

Work Schedule

• Working approximately 40 hours per week. Hours and shifts vary between 8:30 - 7:00pm Monday through Friday along with two required Saturday shifts per month from 8:30am - 2:00pm. Team members must be available to be scheduled during any of these dates/times.

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 will be reimbursed costs related to travel and lodging.
• 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.
• Onsite training is required at the Corporate Center in Eau Claire, WI until proficient in the position which is typically the first 6-9 months. This position is part of Royal's workplace flexibility program and has the ability to be partially remote up to 4-5 days a week after full training period. When not working remote, the office location is flexible at either the Corporate Center in Eau Claire, WI or at our Business Center in Chippewa Falls, WI based on office availability and candidate preference.
• Please Note: We reserve the right to extend the training time in office as necessary.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status or status as an individual with disability.