Member Service Representative

CSI Group; Wall Township (NJ); Presencial; USD 25 000 - 32 000; Tempo integral

Resumo da oferta

CSI Group seeks a Member Services Representative (MSR) to be the friendly, professional first point of contact for members. You will help with account updates and scheduling, and support CSI360 services across tax, advisory, and estate planning offerings.

The role emphasizes accurate data handling, timely communication, and proactive member outreach to build trust and long-term relationships within the branch team.

Qualificações

• Associate’s degree strongly preferred; Bachelor’s degree preferred.
• 1+ years of experience in customer service, financial services, or admin support.
• Strong communication and interpersonal skills with a member-first mindset.
• Detail-oriented with excellent organizational and problem-solving skills.
• Comfort with technology, including CRM systems and Microsoft Office.

Responsabilidades

• Serve as the first line of support for members in person, by phone, and via digital channels.
• Assist members with account updates, scheduling appointments, and navigating CSI’s services.
• Support tax preparation and advisory workflows by gathering documentation and tracking cases.
• Provide clear, timely, and professional communication to ensure members feel cared for.
• Execute outbound campaigns and respond to inbound inquiries with timely follow-up.
• Maintain outreach logs and provide regular updates on member engagement and pipeline activity.
• Coordinate scheduling and communications tied to branch events and campaigns.

Conhecimentos

Customer service

Communication

Interpersonal skills

Organization

CRM systems

Microsoft Office

Formação académica

Associate’s degree in Business/Finance

Bachelor’s degree (preferred)

Ferramentas

CRM systems

Document management tools

Microsoft Office Suite

Descrição da oferta de emprego

CSI Group – Where Our People, Our Purpose, and Our Future Meet

About CSI Group

CSI Group is a leading financial services firm dedicated to simplifying financial security and removing uncertainty for America’s middle class. Through our CSI360™ approach, a comprehensive, one-stop model spanning tax, financial advisory, and estate planning services, we deliver the kind of integrated guidance that has historically been available only to the wealthy. Powered by AI as a force multiplier, and grounded in the human touch that our members depend on, CSI Group is redefining what accessible, high-quality financial services looks like in communities across America.

Our CAPTAG values, Caring, Accountability, Positive Attitude, Team Player, Adaptability, and Growth Mindset, guide everything we do.

Vision: To be the most trusted financial partner on every main street in America.

Mission: To simplify financial security and remove uncertainty for America’s middle class.

Role Overview

The Member Services Representative (MSR) plays a vital role in bringing CSI’s vision and mission to life. As the first point of contact for members, the MSR is the human face of the CSI360™ experience, ensuring every interaction reflects our CAPTAG values while supporting the Lead Advisor and branch team. The MSR delivers day-to-day service with professionalism, accuracy, and care across both inbound and outbound member touchpoints, building relationships that inspire confidence and long-term trust.

Key Responsibilities

Member Service & Support

• Serve as the first line of support for members, handling inbound inquiries in person, over the phone, and via digital channels with professionalism and care.
• Assist members with account updates, scheduling appointments, and navigating CSI’s range of services.
• Support tax preparation and advisory workflows by gathering documentation, ensuring accuracy, and tracking cases to completion.
• Provide clear, timely, and professional communication to ensure members feel cared for and supported at every stage of their journey.
• Execute outbound campaigns directed by the Lead Advisor, including appointment reminders, follow-up outreach, seasonal service campaigns, and member reactivation efforts.
• Conduct inbound campaign support by responding to member inquiries generated through marketing, referral, and promotional activity, ensuring timely and consistent follow-through.
• Maintain accurate outreach logs, track campaign responses, and provide the Lead Advisor with regular updates on member engagement and pipeline activity.
• Coordinate scheduling and member communications tied to branch events, tax season pushes, and service-specific campaigns to maximize member participation and conversion.
• Support digital and phone-based outreach initiatives that keep members informed, engaged, and connected to relevant CSI solutions throughout the year.

Operational Excellence

• Execute day-to-day branch processes including check-ins, document management, and data entry in CSI systems.
• Maintain accurate member records and ensure compliance with internal SOPs and industry regulations.
• Support branch initiatives, events, and campaigns that enhance member engagement and satisfaction.
• Escalate complex or sensitive issues to the Lead Advisor while ensuring a smooth handoff for resolution.
• Partner with the Lead Advisor and branch colleagues to deliver seamless member experiences across all inbound and outbound touchpoints.
• Assist in introducing members to the full breadth of CSI360™ solutions, including tax, financial advisory, CSI Law, Restore offerings, and other services that support their financial well‑being.
• Participate in team meetings, training sessions, and ongoing professional development to strengthen skills and service quality.

Member Experience

• Uphold CSI’s Vision, Mission, and CAPTAG values in every interaction with members and teammates.
• Proactively identify opportunities to connect members with additional CSI360™ solutions that address their evolving financial needs.
• Contribute to achieving branch service goals by consistently delivering personalized, high‑quality experiences.

Qualifications & Skills

• Associate’s degree in Business, Finance, or a related field strongly preferred; Bachelor’s degree preferred.
• 1 or more years of experience in customer service, financial services, or administrative support.
• Comfortable conducting outbound member outreach and managing inbound inquiries with professionalism and a service‑first approach.
• Strong communication and interpersonal skills with a member‑first mindset.
• Detail‑oriented with excellent organizational and problem‑solving skills.
• Ability to manage multiple tasks in a fast‑paced environment with accuracy and professionalism.
• Comfort with technology, including CRM systems, document management tools, and Microsoft Office Suite.

Success in This Role Looks Like

• Members consistently receive timely, accurate, and caring support across all inbound and outbound interactions.
• Outbound campaigns are executed on schedule with strong member response rates and accurate follow‑up tracking.
• Service tasks and branch processes are completed efficiently and in compliance with CSI standards.
• The MSR builds trust and rapport with members, strengthening long‑term relationships.
• The Lead Advisor and advisory services team are supported effectively, enabling branch success and member satisfaction.

Living Our CAPTAG Values

• C - Caring: Prioritizes member needs and delivers with empathy.
• A - Accountability: Takes ownership for accuracy and follow‑through.
• P - Positive Attitude: Approaches challenges with optimism and energy.
• T - Team Player: Collaborates and communicates openly with colleagues.
• A - Adaptability: Adjusts to evolving member and business needs with flexibility.
• G - Growth Mindset: Seeks feedback, embraces learning, and strives for continuous improvement.