Member Services Representative

Job Title

Member Services Representative (MSR) I

Member Experience – Contact Center Supervisor will deliver an exceptional, member‑centric experience by handling every potential, new, and existing member with patience, empathy, and enthusiasm. The role includes account opening, maintenance, transaction processing, consultative conversations to strengthen relationships, and promotion of a variety of banking solutions to meet financial goals.

$20,000 – $28,000 per year.

Admin Center;
Telework possible (if checked). See Telework Policy for additional criteria.

Full‑time.

• Handle account opening, maintenance, and transaction processing across multiple channels.
• Engage in consultative conversations, ask open‑ended questions to uncover member needs and life events, and educate on products and services.
• Promote banking solutions to enhance member service experience and achieve financial goals.
• Develop expertise in identifying and assisting members with fraud, account takeover, or identity theft, and escape cases when needed.
• Support digital channel operations (voice, text, chat, video, etc.) and meet member service and product needs as required.
• Assist with operational tasks, mitigate risk, and adhere to relevant regulations, policies, and procedures.

• Maintain a professional and friendly demeanor, quickly building rapport with members across various communication channels; confidentiality is always upheld.
• Highly detail‑oriented and service‑driven, with strong listening, written, and verbal communication skills.
• Proficiency in Spanish is a plus.
• Capable of working independently and as part of a team.
• Proficient in navigating new and existing credit union systems.
• Promotions based on demonstrated performance, manager recommendations, and/or completion of required training.

• One (1) or more years of customer service or sales experience;
  Contact Center experience a plus.
• Industry experience may qualify candidates for hiring at an advanced level.

• High School Diploma or GED equivalent required.
• Ability to obtain and maintain job‑related certification if no advanced degree.
• Meet or exceed continuing professional education (CPE) requirements.

• Deliver a personalized, seamless experience for members across multiple channels.
• Use training and resources to communicate features and benefits of services and products.
• Seek opportunities to grow in responsibility, building knowledge and expertise for more complex member requests.
• Operate CRM and other tools for relationship‑building conversations, ensuring consistent onboarding and expansion.
• Identify consumer lending opportunities and collaborate with the centralized lending team.
• Utilize digital solutions and technology to assist members and address concerns.
• Support daily contact‑center operations and provide regular support to other credit union departments.
• Perform other related duties as needed and adhere to regulatory, fairness, and information security policies.

First Financial Federal Credit Union of Maryland is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status, or any other factor protected by law.