Member Service Representative Job Description

A Member Service Representative provides support and service to clients of a membership-based organization, such as a bank or insurance agency. They respond to requests and complaints, make sales, process orders and provide information on the organization and its services. They may work in a call-center, over email or interact with members in-person.

The Bureau of Labor Statistics projects that employment for all customer service representatives, including Member Service Representatives, will grow 10 percent by 2024. That is faster than the average for all occupations, putting an additional 252,900 jobs on the market.

 

Member Service Representative Duties and Responsibilities 

To accomplish their primary goal of providing support and assistance to members of an organization, Member Service Representatives perform many tasks. We analyzed several job listings to identify these core Member Service Representative duties and responsibilities.

Interact with Customers

Member Service Representatives take calls or greet members in-person to respond to their needs and concern. They deliver high-quality customer service, listening to members’ requests and working to find the appropriate solution. They transfer members to the appropriate office, or assist them themselves.

Investigate and Resolve Complaints and Concerns

When faced with member complaints, Member Service Representatives work to provide a solution. They interact with internal resources to identify the issue, respond to concerns and follow up with a satisfactory resolution in a timely and affective manner.

Provide Information

Member Service Representatives are responsible for providing ongoing education and information to members in regards to the organization’s benefits, policies and procedures. They must be aware of all of the organization’s services and processes to provide accurate information.

Process Transactions

Member Service Representatives process and audit transactions, including deposits, withdrawals, purchases, transfers and payments. They may be in charge of maintaining and balancing a cash drawer, and must adhere to established cash handling and balancing procedures.

Cross-sell Products

While assisting clients, Member Service Representatives must make an effort to recommend and cross-sell products and services to meet member needs. They must have thorough knowledge of products and services available, as well as competitor products and services.

 

Member Service Representative Skills

Patient and friendly, a successful Member Service Representative has excellent people skills and enjoys solving problems. They are able to remain positive composed, and work well under pressure. In addition to these general skills and personality traits, employers are seeking Member Service Representative candidates with the following skills.

Core skills: Based on job listings we looked at, employers want Member Service Representatives with these core skills. If you want to work as a Member Service Representative, focus on the following.

  • Excellent verbal and written communication skills
  • Strong interpersonal skills
  • Active listening skills to accurately respond to inquiries and requests
  • Ability to compute basic arithmetic and work with numbers
  • Basic personal computer skills
  • Must be detail oriented and well organized
  • Ability to work a flexible schedule

Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Add these to your Member Services Representative toolbox and broaden your career options.

  • Previous sales experience
  • Familiarity with savings and checking products, accounts and services
  • Spanish bilingual skill

 

Member Service Representative Resources

We searched the Web to find the best industry resources to help you continue exploring a career as a Member Services Representative. From thought leaders to industry groups, this list is packed with opportunities to learn, connect and engage.

On the Web

Help Scout – An excellently designed website, go to Help Scout to find solutions to many customer service problems and business insights.

WINTHECUSTOMER! – Flavio Martins, a long time professional, writes and curates this informative and quality blog on the ins and outs of customer service.

Shep Hyken – A prominent figure in the world of customer service, Shep Hyken’s blog focuses on strategies to create excellent customer experiences.

Industry Groups

National Customer Service Association (NCSA) – NCSA provides support and resources to all customer service representatives, including Member Service Representatives.

International Customer Service Association (ICSA) –ICSA offers free weekly webinars to gain valuable skills, and links to many other online training resources.

Customer Service Professionals Network (CSPN) – CSPN is a good source for training, workshops, and networking opportunities with other in the customer service profession.

Member Service Representative Books

Customer Service Training 101: Quick and Easy Techniques That Get Great Results – A helpful introduction to the essential skills a Member Service Representative will want to have up their sleeve.

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service – A deep-dive into the best ways to provide sincere and constructive customer service.

Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results – A handy book to have on hand to know just what to say in any Member Service situation.

 

Member Service Representative Resume Help

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