Member Solutions Representative (Bilingual… at Desert… · Phoenix

Member Solutions Representatives (MSR) contributes to the success of the credit union and its members by providing advanced service and support across a broad range of financial needs. They deliver accurate, compliant, and personalized assistance while resolving more complex transactions and member requests with increasing independence. MSRs build deep and lasting relationships through consultative conversations that strengthen member financial wellbeing, guide new member onboarding, and support lending and business account services. They demonstrate a high-level of expertise in account servicing, specialty account handling, and digital banking tools to ensure a seamless member experience across all channels. As trusted branch professionals, MSRs exemplify Desert Financial’s commitment to service excellence by exercising sound judgment, taking ownership of escalations, and maintaining a high standard of professionalism and accuracy.

What you will do here:

Member Engagement & Consultative Engagement:

Deliver exceptional onboarding and relationship-building experiences by conducting comprehensive financial conversations, assisting with account setup, and identifying opportunities to strengthen member financial wellbeing.

Use a consultative sales approach, leveraging data, referrals, and outbound calling to recommend relevant products and services that drive member engagement and meet member financial wellbeing needs.

Promote member engagement and self-service tool adoption by educating members on digital tools such as online banking and mobile apps; provide proactive outreach and follow-up to enhance member convenience and satisfaction.

Advanced Member Services:

Provide accurate, compliant, and advanced service by executing a wide range of member transactions and account servicing with precision and care.

Handles more advanced transactions and complex requests such as wires, debit card issues, savings bonds, and specialty accounts (POA, FBO, Trust/Estate, and Deceased accounts) while upholding operational standards and compliance.

Escalations:

Resolve complex member issues by demonstrating sound judgment, ownership, and professionalism.

Serve as a primary point of resolution within scope, ensuring timely follow-up, documentation, and member satisfaction.

Business Services:

Support business and lending relationships through accurate account opening, maintenance, and loan application assistance.

Partner with internal specialists to ensure seamless servicing and promote long-term relationship growth.

Operational Excellence:

Develop expertise and support branch performance by maintaining proficiency in all core front-line responsibilities.

Participate in ongoing training, coaching and feedback sessions.

Explore and take advantage of opportunities to pursue Branch Operations (BR Ops) designation.

Other duties as assigned.

What you will need:

High School Diploma or GED required.

1+ years of experience in Sales and Service required.

Previous cash handling experience preferred.

Previous financial institution experience preferred.

Strong attention to detail and accuracy. Demonstrates precision in executing complex transactions and account servicing; maintains accuracy across multiple systems and ensures all documentation meets compliance and audit standards required.

Manages emotionally sensitive situations—such as escalations, declines, and deceased member accounts—with empathy, professionalism, and composure to build trust and resolve concerns required.

Exercises sound judgment when processing transactions within scope, addressing fraud or risk concerns, and resolving escalated issues. Takes accountability by researching root causes, applying policy knowledge, and ensuring timely, accurate resolution required.

Uses active listening and investigative questioning to uncover member needs; communicates with clarity and confidence to provide appropriate guidance during onboarding, lending, and business conversations required.

Change agile with ability to effectively adapt to changing priorities, procedures, and digital tools; remains flexible and solutions-oriented in a fast-paced, dynamic environment required.

Builds strong partnerships and supports team success through communication, cooperation, and shared accountability required.

Demonstrates comfort with technology and a strong growth mindset; embraces ongoing feedback and professional growth opportunities required.

Ability to be registered through the Nationwide Mortgage Lending System and Registry (NMLS) required.

Notary – State Certification Registered and serve as a Notary Public required.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.