Member Service Representative I

Rogue Credit Union; United States; Remote; USD 33,000 - 41,000; Full time

Job summary

Rogue Credit Union Remote role in Member Relations seeks an experienced professional to identify each member's needs and recommend suitable financial products. You will proactively request members’ business, build loyalty, and deliver solutions tailored to individual journeys.

Responsibilities include assisting with memberships, accounts, lending, and notary duties; educating members about credit options; ensuring accuracy, compliance, and confidentiality in every interaction.

Qualifications

• Three to five years of related experience.
• High school diploma or GED; NMLS licensing with annual training.
• Excellent listening, verbal, and written communication.
• Strong organization, multitasking, and problem-solving abilities.

Responsibilities

• Build relationships with members using service and sales to identify needs and cross-sell options.
• Assist members with membership, accounts, and lending needs; open memberships and loans.
• Review member finances; offer education and solutions; discuss credit scores and usage.
• Open new accounts/loans with accuracy and confidentiality; follow Rogue guidelines.
• Respond to member inquiries; maintain notary guidelines and compliance.
• Maintain accuracy and complete tasks timely with confidentiality.
• Assist other departments as needed and take on additional duties.

Skills

Customer service

Sales skills

Communication

Time management

Education

High school diploma or GED

NMLS license with annual training

Job description

Remote

Salary Range: $23.92 To $29.90 Hourly

Department: Member Relations

Reports To: Branch Manager

Classification: Non-Exempt

About Rogue Credit Union:

Rogue Credit Union is a member-owned, not-for-profit financial cooperative headquartered in the Rogue Valley located in beautiful southern Oregon. Providing services to our members in select Oregon, California and Idaho counties. We strive to make an impact in the communities we serve by living, giving, and supporting local. Our mission is to provide exceptional member experiences that build mutually beneficial relationships to create the most loyal members in the nation. Here at Rogue, we believe in having a culture of happy team members who feel supported, have the chance to grow their careers, and LOVE where they work!

Role:

Provides Exceptional Experiences by identifying each individual member's unique need in their financial journey. Appropriately recommend products and services utilizing sales skills to identify features and benefits. Proactively ask members for their business to build participation and cross sell products and services based on need. Delivers unsurpassed service that builds long-term member loyalty while effectively assisting with member interactions. Delivers member focused solutions while supporting Rogue's Vision, Mission, and Values.

Essential Functions & Responsibilities:

• 20% Build relationships with members utilizing strong service and sales skills to identify needs and make recommendations to partner with them in journey to financial well-being. Understanding of financial products and services.
• 20% Assist members with their membership, accounts, and basic lending needs; including but not limited to opening memberships, consumer loans, specialty accounts, IRA accounts, business accounts and loans, and some account maintenance.
• 20% Reviews and analyzes member's financial situation with the ability to provide education and solutions that meet the member needs. Understands credit scores and reporting and can adequately navigate them for sales opportunities. Consistently promotes member participation by effectively offering credit union products and services.
• 20% Opens new accounts and loans as applicable and prepares documents in a timely manner with the highest level of accuracy and confidentiality. Adheres to compliance requirements and Rogue’s Guideline manual in all aspects of the position.
• 10% Responds to member requests, questions, and concerns. Takes ownership by finding the appropriate solution with timely follow through. Obtains notary license and demonstrates knowledge of notary guidelines and compliance procedures. Maintains knowledge of credit union products; identifies and utilizes resources for cross sell opportunities.
• 5% Maintains accuracy and completes tasks timely. Ensures all documents are completed according to processes, procedures, and expectations, while maintaining the highest level of confidentiality.
• 5% Assists other departments as needed; proactively performs other duties as needed or assigned.

Knowledge & Skills:

• Experience: Three years to five years of similar or related experience.
• Education: A high school education or GED. Licensed through NMLS while maintaining annual required training.
• Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
• Other Skills: Excellent active listening, verbal, and written communication skills. Ability to organize well, time manage, and multi-task. Project management skills. Detail oriented. Strong computer and keyboarding skills. Ability to research and is solutions based. Ability to use critical thinking skills, analyze and apply good judgment.