Member Service Representative - Eau Claire, WI

Royal Credit Union Inc.; Eau Claire, Northern (WI, KY); Hybrid; USD 57,451,000 - 64,357,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

5% 401k employer match

Paid family and sick leave

Vacation and sick time accruals

Tuition and student loan debt support

Job summary

Royal Credit Union Inc. in Eau Claire, WI is seeking a Customer-focused Member Service Representative to deliver exceptional service by phone and written channels. You’ll assist Members with online banking, card support, and resolving inquiries with empathy and efficiency.

WhatYouNeed: a high school diploma or equivalent, strong communication skills, and the ability to multitask across banking systems. Training occurs at the Corporate Center with potential hybrid work after onboarding.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Experience solving member inquiries with empathy and professionalism.
• Ability to use multiple banking systems and digital tools while communicating clearly.

Responsibilities

• Provide service to Members via phone and written channels.
• Assist with online banking and card support, resolving first-level technical issues.
• Handle deposit-related transactions and general account inquiries with accuracy.

Skills

Critical thinking

De-escalation

Multitasking

Financial systems navigation

Education

High school diploma or equivalent

Associate’s degree in related field

Job description

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.

Why Royal?

• Member and Community Focused: We are dedicated to making a positive impact on our Members and the communities we serve, going beyond financial services to enrich lives and foster growth.
• Supportive Environment: Join a collaborative, values-driven workplace that is always evolving. We support each other and work together to achieve our goals.
• Professional Growth: We offer numerous opportunities for training and advancement, helping you continuously develop and advance your skills.
• Empowerment: We empower our team members to make decisions and drive initiatives that help our Members achieve their financial goals. Your ideas and contributions are valued and encouraged.
• Community Involvement: Engage with your local community through various initiatives and events, making a tangible difference where you live and work. Be part of something bigger.

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.

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.