Remote Member Service Representative II – Credit Union Financial Services Sales, Support & Member Experience Specialist (Work‑From‑Home)

About Our Organization – Where Member Success Fuels Our Growth

Join a forward‑thinking credit union that puts people first. With a storied history of community‑driven financial stewardship, our credit union serves thousands of members across the United States, offering a full suite of banking products, loan solutions, and personal finance education. We pride ourselves on delivering exceptional member experiences that blend cutting‑edge technology with a personal, human touch. As we continue expanding our digital footprint, we are looking for dynamic professionals who share our passion for financial empowerment and who thrive in a remote, collaborative environment.

Why This Role Matters – The Impact You’ll Have

As a Member Service Representative II (Remote), you will be at the forefront of our member‑centric strategy. Your daily interactions will shape financial decisions, deepen relationships, and directly influence the credit union’s growth objectives. By blending proactive outreach, expert product knowledge, and compassionate service, you will help members navigate life’s milestones—whether that’s buying a home, saving for education, or simply managing day‑to‑day finances.

Key Responsibilities – What You’ll Do Every Day

Lead Generation & Relationship Building

• Identify, qualify, and develop a network of prospective and existing member contacts through inbound referrals, outbound calls, and digital outreach.
• Leverage data‑driven tools to target members whose life events (e.g., new job, marriage, relocation) signal potential financial needs.
• Maintain a detailed pipeline in our CRM, ensuring timely follow‑up and documentation of all engagements.

Outbound Member Service & Sales Execution

• Conduct high‑volume, scripted and consultative outbound calls as part of the Partner’s Sales and Service program, aiming to exceed monthly sales targets.
• Present tailored financial solutions—checking, savings, money‑market accounts, certificates of deposit, and loan products—that align with each member’s objectives.
• Document call outcomes, track conversion metrics, and provide feedback to refine outreach strategies.

Transaction Processing & Accuracy Assurance

• Execute a broad spectrum of member transactions, including deposits, withdrawals, electronic transfers, bill payments, and check cashing, with strict adherence to security protocols.
• Verify member identity and compliance requirements (CIP, OFAC, ChexSystems) for every transaction, guaranteeing regulatory integrity.
• Resolve transaction disputes swiftly, maintaining a high level of member satisfaction.

Member Needs Assessment & Financial Solution Design

• Proactively monitor member account activity and life‑event alerts to spot opportunities for financial product cross‑selling.
• Conduct needs‑analysis conversations, recommending appropriate solutions such as personal loans, auto financing, or mortgage refinancing.
• Educate members on responsible borrowing, budgeting tools, and digital banking features to foster long‑term financial health.

Cross‑Selling, Promotion, and Brand Advocacy

• Champion the credit union’s promotional campaigns (e.g., holiday savings bonuses, low‑rate loan offers) through compelling storytelling.
• Utilize advisory skills to deepen member relationships, turning occasional users into loyal, multi‑product members.
• Gather member feedback on product experiences, channeling insights to product development teams.

Loan Processing, Documentation, and Mentorship

• Guide members through the consumer loan application lifecycle—pre‑qualification, documentation collection, underwriting, and closing.
• Ensure loan files meet NMLS standards, audit trails, and internal quality‑control checklists.
• Mentor junior Member Experience Professionals, sharing best practices in sales, compliance, and member communication.

Product Knowledge Mastery & Member Education

• Maintain expert‑level familiarity with all credit union products, digital platforms, and emerging financial trends.
• Deliver educational webinars, virtual workshops, or one‑on‑one sessions that empower members to make informed financial decisions.
• Create easy‑to‑understand guides and FAQs that demystify complex banking concepts.

Membership Account Management & Service Requests

• Process new membership applications, opening checking, savings, money‑market, and certificate accounts with precision.
• Handle member service requests such as additional share accounts, account upgrades, and signature guarantee services.
• Partner with the Member Experience Manager to support internal verification initiatives and departmental projects.

Compliance, Quality Control, and Notary Services

• Uphold rigorous compliance standards, ensuring every transaction and document satisfies regulatory mandates.
• Perform notary public duties and provide Medallion Signature Guarantees for loan documents and high‑value transactions.
• Participate in periodic audits, contributing to continuous improvement of operational risk controls.

Essential Qualifications – What We Require

• Education: High school diploma or GED (minimum). Additional post‑secondary coursework in finance, business, or related fields is a plus.
• Experience: 3–5 years in a member‑service, teller, or sales capacity within a credit union or financial institution; at least 2 years of direct cash‑handling experience.
• Licenses & Certifications: Active Florida or California Notary commission; NMLS certification (required). Medallion Signature Guarantee certification preferred.
• Language: Fluency in English; proficiency in Spanish is highly desirable for serving our bilingual member base.
• Technical Proficiency: Comfortable using Microsoft Outlook, web‑based CRM platforms, and electronic banking systems. Familiarity with Episys, Springboard, or Verafin is advantageous.

Preferred Attributes – What Sets Top Performers Apart

• Demonstrated success in meeting or exceeding sales quotas through consultative selling.
• Experience delivering remote training or mentorship to peer staff.
• Strong conflict‑resolution skills, with a calm demeanor when handling member concerns.
• Flexible schedule availability, including weekends, to align with extended credit union hours.
• Previous supervisory or team‑lead experience within a financial services setting.

Core Skills & Competencies for Success

• Customer‑Centric Mindset: Passion for delivering personalized, high‑quality service.
• Sales Acumen: Ability to uncover needs, position solutions, and close deals with confidence.
• Analytical Thinking: Interpreting transaction data, member activity, and compliance reports.
• Communication Excellence: Clear, empathetic, and persuasive verbal and written communication.
• Time Management & Multitasking: Balancing high call volumes, transaction processing, and administrative duties.
• Adaptability: Thriving in a fast‑changing, remote work environment while maintaining productivity.
• Team Collaboration: Contributing to shared goals, supporting peers, and participating in cross‑functional initiatives.

Career Growth & Development Opportunities

Our credit union invests heavily in employee development. As a Member Service Representative II, you will have access to:

• Professional Certification Support: Tuition reimbursement for advanced NMLS coursework, notary renewal fees, and related certifications.
• Leadership Pathways: Structured mentorship programs that prepare high‑potential employees for supervisory or manager roles.
• Continuous Learning: Free enrollment in webinars, industry conferences, and internal “Financial Literacy Academy” courses.
• Cross‑Functional Exposure: Opportunities to collaborate with product development, risk management, and marketing teams, broadening your expertise.
• Performance‑Based Advancement: Clear metrics and transparent promotion criteria aligned with sales performance and service excellence.

Work Environment & Culture – What It’s Like to Be Part of Our Team

We are a fully remote team, yet we maintain a vibrant, inclusive culture through regular virtual coffee chats, weekly huddles, and quarterly in‑person retreats. Our core values—Integrity, Community, Innovation, and Excellence—guide every decision. You will enjoy:

• Flexible scheduling that respects work‑life balance while covering extended service hours.
• A supportive leadership team that encourages open dialogue and feedback.
• State‑of‑the‑art digital tools that empower you to serve members efficiently from any location.
• An employee assistance program, mental‑health resources, and wellness incentives.
• Competitive remuneration, including a performance‑based bonus structure tied to sales and member satisfaction metrics.

Compensation, Perks, & Benefits (General Overview)

• Base Salary: Competitive hourly or annual rate commensurate with experience.
• Performance Incentives: Quarterly bonuses based on sales targets, member retention, and service quality.
• Health & Wellness: Medical, dental, vision plans; flexible spending accounts; and telehealth options.
• Retirement Savings: 401(k) with employer match.
• Paid Time Off: Vacation, sick leave, and paid holidays—including floating holidays for cultural observances.
• Professional Development: Access to online learning platforms, certification reimbursements, and tuition assistance.
• Technology Stipend: Home office setup allowance, high‑speed internet reimbursement, and equipment upgrades.
• Employee Recognition: Quarterly awards, peer‑nominated accolades, and community service opportunities.

How to Apply – Take the Next Step in Your Career

If you are ready to leverage your expertise in member service, sales, and financial solutions while enjoying the flexibility of remote work, we want to hear from you. Join us in shaping the future of community banking and making a meaningful difference in members’ lives.

Apply today by clicking the link below, submitting your resume, and telling us how your unique background aligns with our mission.