How to hire a member service representative

How to hire a member service representative, step by step

Here's a step-by-step member service representative hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a member service representative job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new member service representative
• Step 8: Go through the hiring process checklist

What does a member service representative do?

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1. Identify your hiring needs

   Before you start hiring a member service representative, identify what type of worker you actually need. Certain positions might call for a full-time employee, while others can be done by a part-time worker or contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   Hiring the perfect member service representative also involves considering the ideal background you'd like them to have. Depending on what industry or field they have experience in, they'll bring different skills to the job. It's also important to consider what levels of seniority and education the job requires and what kind of salary such a candidate would likely demand.

   This list presents member service representative salaries for various positions.

   Type of Member Service Representative	Description	Hourly rate
   Member Service Representative	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$10-21
   Service Team Member	A service team member is responsible for coordinating closely with the rest of the team to execute a task accurately and efficiently, following the organization's protocols, and maintaining the highest customer satisfaction. Service team members work with various industries, usually employed in customer-facing industries, including financial, healthcare, and food sectors... Show more	$9-17
   Service Officer	A service officer or client services officer is a professional who is a part of a financial management team that delivers services to customers. Service officers provide client support services by maintaining a high level of professionalism and competence in client interactions... Show more	$15-35

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Front Desk
   • Cleanliness
   • Punctuality
   • Loan Payments
   • Member Service
   • Phone Calls
   • Computer System
   • Strong Customer Service
   • Work Ethic
   • Cross-Sell
   • Billing Issues
   • Cash Handling
   • Bank Secrecy Act
   • Loan Applications

   Check all skills

   Responsibilities:

   • Coordinate and manage ATM and automate telephone services.
   • Identify cross-sell opportunities; actively and aggressively promote products to achieve credit union target production expectations.
   • Utilize federal and state Medicaid health guidelines to implement proper manage care according to departmental policies and procedures.
   • Educate veterans and the college community on veteran's benefits and academic requirements need to accomplish academic goals.
   • Open different accounts base on customer needs, from basic checking and savings, to IRAs, Cds, etc.
   • Train in CPR and other emergency procedures.

   More member service representative duties

3. Make a budget

   Including a salary range in the member service representative job description is a good way to get more applicants. A member service representative salary can be affected by several factors, such as the location of the job, the level of experience, education, certifications, and the employer's prestige.

   For example, the average salary for a member service representative in Ohio may be lower than in Hawaii, and an entry-level engineer typically earns less than a senior-level member service representative. Additionally, a member service representative with lots of experience in the field may command a higher salary as a result.

   Average member service representative salary

   $15.09hourly

   $31,395 yearly

   ---

   Entry-level member service representative salary

   $21,000 yearly salary

   Updated December 5, 2025

   Average member service representative salary by state

   Rank	State	Avg. salary	Hourly rate
   1	California	$39,484	$19
   2	Washington	$35,280	$17
   3	Arizona	$33,197	$16
   4	New York	$32,432	$16
   5	Nevada	$32,152	$15
   6	District of Columbia	$31,960	$15
   7	Massachusetts	$31,894	$15
   8	Texas	$30,885	$15
   9	Alaska	$30,432	$15
   10	Utah	$30,216	$15
   11	New Jersey	$29,063	$14
   12	Illinois	$29,002	$14
   13	Wisconsin	$28,942	$14
   14	Maryland	$28,933	$14
   15	Colorado	$28,618	$14
   16	Pennsylvania	$27,946	$13
   17	Florida	$27,161	$13
   18	Michigan	$25,894	$12
   19	Tennessee	$25,831	$12
   20	Nebraska	$25,672	$12

   Average member service representative salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Tinker Federal Credit Union	$39,149	$18.82
   2	Beacon Hill Staffing Group	$38,172	$18.35
   3	Fallon Health	$37,203	$17.89	3
   4	Institute of Management Accountants	$36,150	$17.38
   5	Medica	$36,117	$17.36
   6	Service Employees International Union Local 205	$35,817	$17.22
   7	Harman International	$35,616	$17.12	1
   8	Central Virginia Electric Cooperative	$35,578	$17.10
   9	Genisys Credit Union	$35,555	$17.09	7
   10	Ent Credit Union	$35,396	$17.02	20
   11	MassMutual	$35,390	$17.01	13
   12	DentaQuest	$35,385	$17.01	1
   13	Lafayette Federal Credit Union	$35,107	$16.88	7
   14	Atlantic Federal Credit Union	$34,798	$16.73	1
   15	Truliant Federal Credit Union	$34,710	$16.69	1
   16	Catholic Health Care System	$34,645	$16.66
   17	BrightStar Credit Union	$34,512	$16.59	8
   18	Mountain America Credit Union	$34,498	$16.59
   19	America First Credit Union	$34,462	$16.57	6
   20	S3 Shared Service Solutions	$34,456	$16.57

4. Writing a member service representative job description

   A member service representative job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. To help get you started, here's an example of a member service representative job description:

   Member service representative job description example

   • 3 years of customer service and/or banking experience, preferred; 1 year of banking required

   
   

   
   

   Competencies:

   1. Business Acumen.

   2. Communication.

   3. Consultation.

   4. Critical Evaluation.

   5. Ethical Practice.

   6. Cultural Awareness.

   7. Relationship Management.

   
   

   Work Environment:

   This job operates in a professional office environment. This role routinely uses standard office equipment such as printers, copiers, fax/scanners, desktop computers, laptop computers, and smartphones.

   
   

   Physical Requirements:

   • Prolonged periods sitting at a desk and working on a computer.

   • Must be able to lift up to 15 pounds at times.

   
   

   Physical Demands

   The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

   While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

   
   

   Position Type/Expected Hours of Work

   This is a full-time position. Days and hours of work are 5 days /35 hours per week, Monday through Friday. Occasional evenings and Saturday work may be required as job duties demand.

   
   

   AAP/EEO Statement

   Greater Bergen Community Action, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

   This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

   Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

   #zr

   Copy this example

   

5. Post your job

   There are various strategies that you can use to find the right member service representative for your business:

   • Consider promoting from within or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to find candidates who meet your education requirements.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to reach potential job candidates.

   Post your job online:

   • Post your member service representative job on Zippia to find and recruit member service representative candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Your first interview with member service representative candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   It's also good to ask about candidates' unique skills and talents. You can move on to the technical interview if a candidate is good enough for the next step.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new member service representative

   Once you've selected the best member service representative candidate for the job, it's time to write an offer letter. In addition to salary, this letter should include details about the benefits and perks you offer the candidate. Ensuring that your offer is competitive is essential, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and you should be open to discussion. After you reach an agreement, the final step is formalizing the agreement with a contract.

   You should also follow up with applicants who don't get the job with an email letting them know that you've filled the position.

   Once that's done, you can draft an onboarding schedule for the new member service representative. Human Resources should complete Employee Action Forms and ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc. They should also ensure that new employee files are created for internal recordkeeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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How much does it cost to hire a member service representative?