Member Experience Representative

Do you believe great customer service isn't limited to face-to-face interactions? Are you the kind of person who thrives on helping others and solving problems with a smile-even over the phone or through email? If so, you could be the perfect fit for the Member Experience Representative role at Town & Country Credit Union. In this frontline role, you'll play a key part in building trust, supporting members, and representing the credit union with professionalism and care.

As a Member Experience Representative, you'll handle a wide range of member inquiries across multiple channels including phone, email, and online messaging. You'll assist with account balances, statements, payments, transfers, and digital banking services-all while providing prompt, friendly, and accurate support. In addition to resolving issues, you'll help document member interactions, complete reports, and collaborate with the rest of the Member Experience team to ensure a smooth experience for every member.

• →Provide outstanding service to members via phone, email, and other communication channels
• →Resolve questions related to accounts, transactions, online banking tools, and more
• →Accurately document member interactions and maintain related records
• →Support internal functions and work closely with team members in the Member Experience Center
• →Identify member needs and offer solutions or guidance
• →Follow all established policies, procedures, and security standards
• →Report trends, concerns, or recurring issues to the Member Experience Manager

• An associate degree or equivalent experience and at least one (1) year of experience in a financial institution, contact center, or similar service-oriented role preferred
• Excellent verbal and written communication skills
• Strong listening and problem-solving abilities
• Comfort with data entry, keyboarding, and working with numbers
• A professional, team-first attitude with a passion for helping others
• Ability to multitask and stay organized in a fast-paced environment
• A desire to learn, grow, and meet performance goals
• Flexibility to work shifts between 7:00 AM - 6:00 PM, including rotating Saturday mornings (9:00 AM - 1:00 PM)

We're a team of 175 professionals across 10 branches in Fargo, West Fargo, Minot, Kenmare, and Stanley. At Town & Country Credit Union, we're committed to making a positive impact-on our members, our employees, and our communities.

We believe in delivering outstanding products and services while fostering a supportive and growth-oriented work environment. You'll find opportunities to take on new challenges, grow your skills, and make meaningful contributions every day.