Member Services Representative

Job Title: Member Services Representative
Location: Tulsa, OK 74119 (Onsite)
Duration: 3 Months+ and Possibility of Extension

Type: Full-Time
Note: Onsite position — candidates must be comfortable working in person at the Tulsa office.
 
Job Summary:
Under supervision, the Member Services Representative provides exceptional service to credit union members and potential members. This role involves handling transactions accurately and efficiently, supporting account and loan processes, maintaining member records, and assisting with collection activities as needed. The ideal candidate will possess strong communication skills, attention to detail, and a high level of professionalism.
 
Key Responsibilities:
Member Support & Transactions

• Build and maintain strong member relationships by delivering high-quality service across a variety of banking needs (e.g., cash/check transactions, account maintenance, gift card purchases, payroll processing, stop payments, IRA support).
• Open new accounts and assist with account maintenance, ensuring compliance and accuracy.
• Respond to member inquiries (phone, email, chat, and in person), resolving issues promptly and professionally.
• Assist with all incoming and outgoing calls, providing clear guidance and troubleshooting as needed.
• De-escalate customer concerns and provide empathetic, solution-focused support.

Loan & Credit Processing

• Screen, verify, and process various loan applications (auto, personal, etc.).
• Conduct credit checks and review applications for completeness and accuracy.
• Refer loan applications for further processing and notify applicants of approvals or denials.
• Set up loan payments for terminated employees through direct pay options.

Collections & Risk Management

• Review delinquent accounts and contact members as needed.
• Recommend accounts for collection when necessary.
• Place holds on accounts in accordance with policy to mitigate financial risk.

Operational Duties

• Balance daily transactions and cash handling activities.
• Perform clerical duties such as bill payments, supply ordering, and letter drafting.
• Ensure proper recordkeeping and file maintenance for compliance audits.
• Stay compliant with HIPAA, BSA (Bank Secrecy Act), and other regulatory requirements.

Administrative & Team Collaboration

• Attend to special projects and initiatives as assigned by management.
• Maintain clear communication with colleagues and leadership regarding workflow and any member concerns.
• Participate in required training and maintain up-to-date knowledge of products, services, and procedures.

 
Required Qualifications:

• Experience in banking, credit union, or financial services.
• Excellent interpersonal, written, and verbal communication skills.
• Strong customer service orientation.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams, etc.).
• Detail-oriented with the ability to manage multiple tasks.
• High level of confidentiality and professionalism.
• Reliable with flexibility for various work shifts.

 
Preferred Qualifications:

• Ten-key/calculator proficiency.
• Experience with financial software.
• Prior experience in cash handling or customer-facing roles in a financial setting.

 
Additional Requirements:

• Must comply with internal policies, including diversity, compliance, and corporate integrity standards.
• Maintain complete confidentiality of member and company information.
• Must complete all required annual training, including BSA/AML compliance.