Member Service Representative

Job Description

This position requires 2 weeks of mandatory paid training at our Wings headquarters in Colorado Springs, CO or our Northern Operations Center in Westminster, CO.

Service Center assignment will be determined upon hire and location will vary within the Castle Rock Area.

Are you passionate about helping people achieve their financial goals while delivering an exceptional service experience? At Wings, our Member Service Representatives play a vital role in building lasting relationships with members by providing personalized solutions, trusted financial guidance, and outstanding service during every interaction.

In this highly visible, member-facing role, you will serve as both a service expert and financial advocate, helping members maximize the value of their membership through Wings' full suite of products and services. Success in this position comes from creating meaningful connections, understanding member needs, and confidently recommending solutions that improve financial well-being while contributing to individual and team sales goals.

You will process transactions accurately, assist with account opening and maintenance, educate members on products and services, and identify opportunities to deepen relationships through deposits, lending, cards, investments, and business banking solutions. The ideal candidate thrives in a fast-paced environment, enjoys meeting performance goals, and is motivated by helping members find the right financial solutions.

In addition, this position is responsible for adhering to all Wings policies and procedures, maintaining operational excellence, and ensuring compliance with financial regulations, including the Bank Secrecy Act (BSA) and Consumer Financial Protection Bureau (CFPB) requirements.

Essential Functions

• Deliver an exceptional member experience through professional, accurate, and relationship-focused in-person interactions, including monetary transactions, account opening, and account maintenance activities.
• Build strong member relationships by proactively identifying financial needs and recommending appropriate products and services that enhance member value and financial success.
• Consistently achieve monthly sales and performance goals through effective needs-based conversations and product knowledge across deposits, loans, credit and debit cards, investments, and business banking services.
• Promote member retention and acquisition by providing trusted guidance, resolving concerns, and delivering personalized financial solutions.
• Maintain a thorough understanding of Wings products, services, policies, and procedures while participating in ongoing training and professional development opportunities.
• Ensure compliance with all regulatory requirements, operational procedures, and security standards, including BSA and CFPB regulations.
• Accurately balance and process transactions while maintaining a strong commitment to quality, attention to detail, and risk management.
• Contribute to a positive team culture focused on collaboration, service excellence, continuous learning, and community involvement.

Qualifications

Minimum Formal Qualifications for this Position

• High School Diploma/G.E.D. or Equivalent.
• 6+ months Customer Service experience in Financial Services or Retail Delivery, required
• 6+ months Sales experience, preferred

Technical or Specialized Knowledge/Skills:

• Enthusiastic attitude regarding helping our community.
• Strong emphasis on member service and offering appropriate cross-sell / upsell opportunities to the member.
• Strong attention to detail and accuracy of all transactions is of critical importance.
• Professional and courteous communication skills are of critical importance.
• Proficient in basic math (addition, subtraction, multiplication, and division).
• Comfortable handling physical money with a high level of accuracy with members directly.
• Exposure to Microsoft Outlook and web based transactional systems to complete day to day member requests.
• Able to use 10-Key by touch is preferred.

Additional Information

The pay range for this position is: $19.95 to $21.72 per hour (S10),plus monthly incentives, and 3% annual target bonus.

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity.

BENEFITS:

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave
  
  We anticipate this position to close on 11/16/2026. Please submit your application at your earliest convenience to be considered.
  
  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Compensation: 19.95 to 21.72 (USD) (HOURLY)