Member Services Representative

Member Services Representative

This role serves as a trusted front‑line partner to members, combining transactional accuracy with relationship‑driven conversations. The Advisor supports day‑to‑day financial needs while proactively identifying opportunities to deepen member relationships through accounts, loans, and digital services. Success in this role is defined by attention to detail, consultative service, and a genuine commitment to improving members' financial well‑being.

Core Responsibilities

Member Engagement & Service

• Deliver consistently positive in‑person and phone‑based experiences by addressing member questions, requests, and financial needs with professionalism and care.
• Handle routine and non‑routine account activity including cash transactions, transfers, payments, check orders, debit card requests, and account maintenance.
• Act as a primary contact for new and existing members, ensuring each interaction strengthens trust and long‑term relationships.

Account & Relationship Growth

• Actively identify opportunities to introduce members to relevant products and services that align with their financial goals.
• Open and expand consumer deposit accounts and ensure enrollment in convenience tools such as debit cards, mobile and online banking, card controls, and remote deposit features.
• Conduct proactive outreach to members, including post‑account‑opening follow‑ups, to reinforce engagement and product adoption.

Lending Support

• Discuss and promote consumer lending options; assist members with application intake and route requests appropriately for processing.
• Process loan‑related transactions including payments, payoffs, lien releases, and related member correspondence.
• Support valuation and documentation needs related to consumer loans as required.

Documentation & Compliance

• Prepare, review, and maintain complete documentation for account openings, service requests, and member record updates in accordance with internal procedures.
• Process a variety of member service requests such as ACH setup, overdraft protection, share drafts, address changes, certificates, and safe deposit box access.
• Ensure accurate and timely filing of all member records and associated documents.

Operational Support

• Maintain accuracy of branch rate displays and informational materials.
• Participate in cross‑training efforts and assist with special projects or departmental initiatives as assigned.
• Provide support to other teams to ensure seamless service across the organization.

Knowledge, Skills & Experience

Education & Experience

• High school diploma or GED required.
• Prior experience in a financial institution, customer service environment, or sales‑oriented role is preferred but not required; training is provided for individuals with transferable skills.

Skills & Abilities

• Strong interpersonal skills with the ability to communicate clearly in one‑on‑one and small‑group settings.
• Ability to accurately perform basic mathematical calculations, including percentages and interest‑related figures.
• Comfortable working with multiple systems and maintaining detailed documentation.
• Demonstrated ability to balance service excellence with goal‑oriented conversations.

What Success Looks Like

• Members feel confident, valued, and well‑supported after every interaction.
• Products and services are positioned thoughtfully based on real member needs.
• Transactions, documentation, and records are handled accurately and efficiently.
• Collaboration and positivity contribute to a strong team environment.
  

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.