Member Service Representative/Senior Member Service Representative

Description

Join a Legacy of People Helping People

Serving the South Sound since 1934, TAPCO Credit Union has been built on a simple yet powerful philosophy: People Helping People. As a not-for-profit financial cooperative, we’re deeply rooted in Pierce County, proudly serving generations of members and our communities.

At TAPCO, our employees are the heart of our mission. We foster a culture of trust, collaboration, curiosity, and respect, where every individual can bring their authentic self to work, grow in their career, and make a meaningful impact. We’re committed to diversity, equity, inclusion, belonging, and accessibility, ensuring that every voice is valued and every team member has the opportunity to thrive.

When you join TAPCO, you’re not just starting a job; you’re joining a community that believes in supporting one another, learning together, and making a difference every day. Come experience the TAPCO difference and help us continue our legacy of service, innovation, and care for our communities.

Position Purpose

At TAPCO, our Member Service Representatives (MSRs) and Senior Member Service Representatives (Sr. MSRs) are at the heart of the member experience. These roles go beyond basic transactions—team members in these positions build meaningful connections, support financial wellness, and create welcoming environments for every member who walks through our doors.

While MSRs focus on delivering exceptional service and accurate transaction processing, Sr. MSRs take on additional responsibilities, including opening complex accounts, processing loan applications, and mentoring team members.

The starting position and rate of pay are based on the candidates’ experience, qualifications and education.

Base Expectations

• Embraces and lives TAPCO's Values.
• We are People-Centric
• We are Curious
• We are Inclusive
• We are Collaborative
• We are a Trusted Partner

Core Competencies

Member Focus: Build strong relationships inside and outside the organization while delivering member-centric solutions.

Instills Trust: Building trust by making good and timely decisions while consistently achieving results, even under challenging circumstances.

Drives Results: Making good and timely decisions while consistently achieving results, even under challenging circumstances.

Cultivates Innovation: Creating new and better ways for the organization to be successful even during times of uncertainty.

Position Responsibilities – Performed by both MSR and Sr. MSR

• Create a welcoming and professional experience by greeting members warmly and assisting with all transaction needs in an accurate and efficient manner.
• Build and retain member relationships in person and through outbound calling by providing expert knowledge of credit union products and services through the execution of member engagement strategies and referrals to other business lines.
• Engage in meaningful conversations to identify opportunities to refer members to additional product solutions.
• Balance personal cash drawer daily and investigate and resolve discrepancies as needed.
• Support branch operations by performing drive-up functions, night drop processing, and holding opening/closing responsibilities as assigned.
• Demonstrates an understanding of and adheres to the requirements of all federal, state, and local laws, including those of the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC), as it specifically relates to the job functions.
• Collaborate effectively with team members, and across all organizational levels, contributing to a supportive and positive workplace culture.
• Foster meaningful relationships by actively engaging in branch promotions and community events, as assigned.
• Maintains up to date knowledge of and adheres to the requirements of all related policies, procedures, rules and regulations required for this position.
• Assumes responsibility for other duties as required or assigned.

Additional Responsibilities – Specific to the Sr. MSR Role:

In addition to the responsibilities above, Sr. Member Service Representatives are expected to:

• Open and service complex accounts, including new consumer accounts, business accounts, certificates of deposit, IRAs, and safe deposit boxes.
• Receive and process consumer loan applications, including:
  • Meeting with applicants to provide guidance, explain loan terms, and ensure application completeness
  • Understanding and cross-selling products like GAP, warranty options, and payment protection plans
• Serve as a knowledgeable resource within the branch and assist with escalated or complex member concerns.
• Provide ongoing informal mentorship and support to MSR team members.
• Demonstrate a consistent leadership presence, reliability, and strong alignment with TAPCO’s values and member experience expectations.

Requirements

Position Qualifications for both MSR and Sr. MSR:

• 1 year of cash handling experience
• 1 year of customer service experience
• Strong communication and interpersonal skills.
• Ability to navigate systems, policies, and procedures with accuracy.
• Demonstrated initiative in supporting members and team success.
• Reliable transportation to assigned work locations.
• Previous experience in financial services preferred.

Additional Qualifications for Sr. MSR Role:

• 1-3 years’ experience working in a financial institution
• New account and lending experience
• Notary preferred

Position Working Conditions

• The work environment is an office setting.
• Onsite work is essential.
• Movements frequently and regularly required using the wrists, hands and/or fingers.
• Frequently required to sit and stand for longer periods of time.
• May be required to work temporarily or permanently at one of the company's other branches at TAPCO’s discretion.

90-day Introductory Period

All newly hired employees at TAPCO Credit Union are subject to a 90-day introductory period beginning on their first day of employment. This period is intended to provide structure, clarity, coaching, and support while employees learn their role and the organization. Completion of the introductory period does not guarantee continued employment or change the at-will employment relationship.

Salary:

MSR - Starting rate of $20.00 - $26.12 per hour (depending on experience).
SMSR - Starting rate of $22.05 - $26.66 per hour (depending on experience).

Benefits

TAPCO offers a comprehensive benefits package:

• 100% Employer-paid medical, vision, prescription, and dental insurance option for all employees.
• 50% Employer-paid spouse coverage.
• 65% Employer-paid dependent children coverage
• Flexible Spending Account (FSA)
• Dependent Care FSA
• Health Savings Account (HSA)
• 401(k) Plan with up to 7% match
• 100% Employer-Paid Life Insurance/AD&D package
• Paid Vacation and Sick Time
• 11 Paid Holidays + 1 Floating Holiday
• Optional Short- and Long-Term Disability
• Employee Assistance Program
• 40 paid volunteer hours
• Shared Bonus Plan (when company goals are achieved)

Diversity, Equity, Inclusion, Belonging, and Accessibility (DEIBA) Purpose Statement

TAPCO embraces diversity, equity, inclusion, belonging, and accessibility (DEIBA) and is committed to creating a workplace where all stakeholders involved, regardless of gender, race, ethnicity, national origin, age, sexual orientation, identity, education, or limited mobility and abilities, feel valued and respected.

• We are committed to include diversity, equity, inclusion, belonging, and accessibility at the center of our work.
• We are committed to nondiscriminatory practices and provide equitable opportunity for all.
• We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard.
• We welcome every person to bring their authentic perspective and experience to advance our mission.
• We focus on real people's experiences to uncover and address systemic inequities.
• We address our gaps and inequities through products, practices and policies that uplift our employees, members, and community.
• We put allyship into action every day.
• We value the seen and unseen qualities that make you who you are.

Equal Opportunity Employer Statement

TAPCO Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. As a people-centric organization, we believe every employee and applicant has the right to work in surroundings that are free from all forms of unlawful discrimination. TAPCO does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, termination, layoff, leave of absence, and general treatment during employment.