Senior Member Solutions Consultant

Desert Financial Credit Union; Chandler (AZ); On-site; USD 42,000 - 56,000; Full time

Job summary

Desert Financial Credit Union is seeking a Sr Member Solutions Representative (Sr MSR) to provide expert-level service for members with complex financial needs. You will handle high‑impact transactions, onboarding, and consultative product guidance while maintaining accuracy and compliance.

The role emphasizes advanced relationship-building, escalation handling, and collaboration with branch leadership to ensure exceptional member experiences.

Qualifications

• High School Diploma or GED required.
• 1+ years of experience in Sales and Service.
• 1+ years of cash handling experience.
• 1+ years of previous financial institution experience.
• Demonstrates expert-level attention to detail and accuracy; maintains accuracy across multiple systems and ensures compliance.
• Maintains composure and professionalism in high-stakes situations; de-escalates complex member concerns.
• Exercises expert judgment resolving escalated issues, addressing fraud or risk, and interpreting policy.
• Leads consultative conversations to uncover member needs and provide guidance for onboarding, lending, and business relationships.
• Change agile with ability to adapt to changing priorities, procedures, and digital tools; flexible and solutions-oriented.
• Supports team success through communication, cooperation, and shared accountability; not formal supervisory authority.
• Demonstrates a strong growth mindset and digital fluency; seeks feedback and applies learnings.

Responsibilities

• Deliver expert-level member service and relationship-building through comprehensive financial conversations and onboarding.
• Provide advanced onboarding and consultative financial support using a consultative sales approach.
• Promote self-service tool adoption and educate on digital tools like online banking and mobile apps.
• Execute a wide range of complex member transactions and account servicing with accuracy.
• Handle advanced transactions such as wires, debit card issues, and specialty accounts (POA, FBO, Trust/Estate, Deceased).
• Serve as a senior escalation resource for high-risk and complex issues with sound judgment.
• Provide operational backup in the absence of leadership, including branch opening/closing and vault duties.
• Support business and lending relationships through accurate account opening and loan applications.
• Collaborate with internal specialists to ensure seamless servicing and relationship growth.
• Perform other duties as assigned.

Skills

Sales & Service

Attention to detail

Communication

Education

High School Diploma or GED

Job description

Desert Financial Credit Union is seeking a Sr Member Solutions Representative (Sr MSR) to provide expert-level service for members with complex financial needs. You will handle high‑impact transactions, onboarding, and consultative product guidance while maintaining accuracy and compliance.

The role emphasizes advanced relationship-building, escalation handling, and collaboration with branch leadership to ensure exceptional member experiences.