What does a member service representative do?
A member service representative is responsible for providing customer service support to an organization. Member service representatives' duties include responding to customer's inquiries and complaints, developing effective sales pitches, processing customer's requests and orders, creating reports, developing recommendations to improve the operation's performance, and escalating high-level concerns. A member service representative should maintain excellent customer service, as well as excellent time-management skills and the ability to multi-task, to work under pressure, and assist customers under minimal supervision.
Member service representative responsibilities
Here are examples of responsibilities from real member service representative resumes:
- 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.
- Certify in CPR and a use as well as specialized sanitation equipment.
- Run windows and dos base systems, trouble shoot nextel phones and computer internet problems along with going over billing issues.
- Create presentations using Microsoft PowerPoint.
- Credited/Debite accounts as necessary; activate/deactivate debit and ATM cards.
- Identify cross-sell opportunities and enlighten customers and prospective customers on bank products and services.
- Prepare and report on every major incidents via PowerPoint briefing to senior and executive management.
- Establish and maintain positive member relations by recognizing and identifying financial needs and cross-selling appropriate products.
- Execute daily settlement responsibilities for PFPC clients utilizing PFPC develop Microsoft windows base software and mainframe systems.
- Focuse on deepening member relationships through cross-selling products and services, core values and providing legendary service on every interaction.
Member service representative skills and personality traits
We calculated that 29% of Member Service Representatives are proficient in Front Desk, Cleanliness, and Punctuality. They’re also known for soft skills such as Computer skills, Interpersonal skills, and Listening skills.
We break down the percentage of Member Service Representatives that have these skills listed on their resume here:
- Front Desk, 29%
Responsibilities*Managed front desk, processed memberships and payments*Coordinate fitness and class schedules
- Cleanliness, 24%
Maintain facility cleanliness during shift.
- Punctuality, 8%
Adhere to designated work schedules by monitoring strong attendance/punctuality records as required by corporate employee policies.
- Loan Payments, 3%
Performed deposits, loan payments, and transfers accurately using three-times-transaction verification to ensure transactions were completely correct.
- Member Service, 3%
Provided outstanding customer service; worked as a Member Service Representative for a prestigious medical insurance company with much success.
- Phone Calls, 2%
Performed general clerical work including data entry/retrieval of customer account information and fielding telephone calls to correct departments.
"front desk," "cleanliness," and "punctuality" are among the most common skills that member service representatives use at work. You can find even more member service representative responsibilities below, including:
Interpersonal skills. Another soft skill that's essential for fulfilling member service representative duties is interpersonal skills. The role rewards competence in this skill because "representatives should be able to create positive interactions with customers." According to a member service representative resume, here's how member service representatives can utilize interpersonal skills in their job responsibilities: "leveraged excellent interpersonal skills to provide high-quality customer service, efficiently process transactions, and meet customer needs. "
Listening skills. This is an important skill for member service representatives to perform their duties. For an example of how member service representative responsibilities depend on this skill, consider that "representatives must listen carefully to ensure that they understand customers in order to assist them." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a member service representative: "performed active listening skills to member inquiries, concerns, complaints, grievances and appeals in a professional manner. ".
Patience. A big part of what member service representatives do relies on "patience." You can see how essential it is to member service representative responsibilities because "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example of how this skill is used from a resume that represents typical member service representative tasks: "maintained a high level of professionalism, patience and efficiency to maximize customer satisfaction and increase customer loyalty"
Problem-solving skills. Another crucial skill for a member service representative to carry out their responsibilities is "problem-solving skills." A big part of what member service representatives relies on this skill, since "representatives must determine solutions to customers’ problems." How this skill relates to member service representative duties can be seen in an example from a member service representative resume snippet: "open new accounts vault reconciliation wire transfers management of ira's and share certificate resolution of member problems and inquiries"
Customer-service skills. While "customer-service skills" is last on this skills list, don't underestimate its importance to member service representative responsibilities. Much of what a member service representative does relies on this skill, seeing as "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." Here is a resume example of how this skill is used in the everyday duties of member service representatives: "maintained cleanliness of the facility and consistently provided towels for members/customers. "
The three companies that hire the most member service representatives are:
- Planet Fitness2,780 member service representatives jobs
- Navy Federal Credit Union96 member service representatives jobs
- Elevance Health
48 member service representatives jobs
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Compare different member service representatives
Member service representative vs. 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. They are trained to provide the best customer service, help the organization reach its long-term goals and objectives, and generate more revenues.
These skill sets are where the common ground ends though. The responsibilities of a member service representative are more likely to require skills like "loan payments," "member service," "phone calls," and "strong customer service." On the other hand, a job as a service team member requires skills like "basic math," "strong work ethic," "good communication," and "math." As you can see, what employees do in each career varies considerably.
Service team members tend to make the most money working in the retail industry, where they earn an average salary of $31,927. In contrast, member service representatives make the biggest average salary, $33,566, in the insurance industry.service team members tend to reach similar levels of education than member service representatives. In fact, service team members are 0.2% more likely to graduate with a Master's Degree and 0.1% more likely to have a Doctoral Degree.Member service representative vs. Service officer
A service officer or client services officer is an individual 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. They analyze and resolve customer service issues but inform management when they are faced with complex issues to discuss resolutions. Service officers are also required to attend educational training and workshops for their personal growth.
In addition to the difference in salary, there are some other key differences worth noting. For example, member service representative responsibilities are more likely to require skills like "front desk," "cleanliness," "punctuality," and "member service." Meanwhile, a service officer has duties that require skills in areas such as "patrol," "veterans," "public safety," and "client service." These differences highlight just how different the day-to-day in each role looks.
On average, service officers earn a higher salary than member service representatives. Some industries support higher salaries in each profession. Interestingly enough, service officers earn the most pay in the finance industry with an average salary of $65,804. Whereas member service representatives have higher pay in the insurance industry, with an average salary of $33,566.In general, service officers achieve higher levels of education than member service representatives. They're 7.2% more likely to obtain a Master's Degree while being 0.1% more likely to earn a Doctoral Degree.Member service representative vs. Associate, member services
An associate member services worker is responsible for supporting the operations of an organization and assisting in customer service activities. Member service associates perform various administrative and clerical duties as needed and coordinate related membership communications. They generate reports and update membership information on the database, ensuring the timely release of all announcements and services offered by the organization. They process transactions, create membership contracts, and provide a detailed explanation of membership fees and benefits. An associate member service also manages membership application requests and evaluates eligibility.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from member service representative resumes include skills like "cleanliness," "punctuality," "phone calls," and "strong customer service," whereas an associate, member services is more likely to list skills in "address changes," "membership sales," "cpr," and "facility tours. "
Associates, member services earn the highest salary when working in the government industry, where they receive an average salary of $52,794. Comparatively, member service representatives have the highest earning potential in the insurance industry, with an average salary of $33,566.Most associates, member services achieve a similar degree level compared to member service representatives. For example, they're 1.1% more likely to graduate with a Master's Degree, and 0.8% more likely to earn a Doctoral Degree.Member service representative vs. Bank representative
A bank representative works to assist clients, aiming to provide optimal banking services and build positive client relationships. Their duties include greeting and identifying the clients' needs, answering inquiries, giving clear instructions, and discussing banking terms. They also process client requests such as withdrawals, deposits, payments, and even handling applications. Moreover, a bank representative may also conduct market research and analyses, generate leads, and reach out to potential clients through calls and correspondence to offer products and services.
Types of member service representative
Updated January 8, 2025
