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Senior Member Service Representative Jobs (NOW HIRING)

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Member Service Representative

San Diego, CA · On-site

Member Service Representative (MSR) Job Summary The Member Service Representative is the face of our organization. This role is responsible for providing exceptional customer service, handling member ...

JobTracks

Member Service Representative

San Diego, CA · On-site

Member Service Representative (MSR) Job Summary The Member Service Representative is the face of our organization. This role is responsible for providing exceptional customer service, handling member ...

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How much do senior member service representative jobs pay per hour?

As of Sep 4, 2026, the average hourly pay for senior member service representative in the United States is $23.07, according to ZipRecruiter salary data. Most workers in this role earn between $18.51 and $25.48 per hour, depending on experience, location, and employer.

What is a senior member service representative?

Senior Member Service Representatives are experienced professionals who assist customers or members at financial institutions, credit unions, or similar organizations. They handle complex inquiries, resolve issues, and provide guidance on products and services, often serving as a point of escalation for less-experienced staff. In addition to delivering high-quality customer service, they may be responsible for mentoring junior representatives, processing transactions, and ensuring compliance with company policies. Their role is crucial in maintaining member satisfaction and supporting the overall operations of the organization.

What are the key skills and qualifications needed to thrive as a senior member service representative?

To thrive as a Senior Member Service Representative, you need strong customer service skills, a solid understanding of financial products, and typically a background in banking or credit union operations. Familiarity with core banking systems, customer relationship management (CRM) software, and sometimes certifications like Notary Public or NMLS are commonly required. Excellent communication, problem-solving, and leadership abilities help you effectively address member needs and guide junior staff. These skills ensure efficient member service, compliance with regulations, and a positive experience for both customers and team members.

What are some common challenges faced by senior member service representatives, and how can they be addressed?

Senior Member Service Representatives often encounter complex member inquiries, high transaction volumes, and the need to resolve issues efficiently while maintaining excellent service. Balancing accuracy with speed, especially during peak times, can be challenging. Developing strong communication skills, staying updated on products and policies, and leveraging support from team members are key strategies for overcoming these challenges. Regular training and collaboration with colleagues can also help ensure members receive timely and effective solutions.

What is the difference between Senior Member Service Representative vs Member Service Representative?

AspectSenior Member Service RepresentativeMember Service Representative
CredentialsHigh school diploma; experience preferredHigh school diploma or equivalent
Work EnvironmentBank branches, credit unions, financial institutionsBank branches, credit unions, financial institutions
ResponsibilitiesHandling complex customer inquiries, mentoring junior staffAssisting customers with account services, basic inquiries
Usage in IndustryOften a more experienced role with additional dutiesEntry to mid-level customer service role

The Senior Member Service Representative typically has more experience and handles complex customer issues, often mentoring others. The Member Service Representative focuses on basic customer service tasks. The senior role requires more expertise but both work in similar environments within financial institutions.

Is a senior member service representative an entry-level job?

A senior member service representative is typically not an entry-level position; it usually requires prior experience in customer service, strong communication skills, and knowledge of the company's products or services. This role often involves handling complex customer issues and may require familiarity with specific tools or systems, making it suitable for candidates with some industry experience.
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Senior Member Service Representative jobs near you
Infographic showing various Senior Member Service Representative job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $47,994 per year, or $23.1 per hour.

Member Service Representative

YMCA of Greater Rochester

Rochester, NY • On-site

$17/hr

Full-time

Posted 21 days ago

YMCA Of Greater Rochester rating

6.2

Company rating: 6.2 out of 10

Based on 20 frontline employees who took The Breakroom Quiz

566th of 785 rated non-profit organizations

Job description

Description

$17/hr. Plus a Free YMCA Membership

Monday - Friday 5:15a-9:00a


Under the supervision of the Membership Coordinator/Director, the Member Service Representative provides a positive and welcoming experience for all members at the Y. As the first point of contact either in-branch or on the phone, the Member Service Representative must be able to provide an overview of all membership and program offerings to current and prospective members. The Member Service Representative must also have comprehensive knowledge of our Membership Database System (ACTIVENet).


ESSENTIAL FUNCTIONS

  • Using YMCA of Greater Rochester Best Practices, the Member Service Representative:
  • Provides a positive member experience by connecting with members and building relationships.
  • Understands, shares, and answers questions on membership and program offerings.
  • Communicates branch policies and procedures, including age requirements, cancellation policies, and membership categories.
  • Onboards new members, by determining best-fit category, taking payments or setting up payment plans, and familiarizes new members with digital tools (app, Website, membership account, etc).
  • Searches for, navigates, and interprets member records including membership type and who is on the membership, account history, program registration, payment method, account balances when applicable, and custom notes.
  • Handles credit cards or electronic checks for updating automatic payments, save for future use, and pay account balances.
  • Registers members for programs in Aquatics, Health & Wellness and others.
  • Keeps accurate, detailed records of all transactions, membership records, incident reports and other necessary documentation; reconciles all cash, check and charge transactions to balance shift report.
  • Follows Association Membership procedure for specialized memberships including, but not limited to, Experience Scholarship applicants, Community Health Partners, and Nationwide Members.
  • Attends all required meetings and training.
  • Is familiar with and carries out emergency procedures, building rules and regulation
  • Maintain a well-presented facility with a high level of responsiveness in regard to cleanliness and repair.
  • Maintains required certifications.
  • All other duties as assigned.


Requirements


  • Must be at least 17 years of age and possess a high school diploma or GED.
  • At least one year of customer service experience required.
  • Possess excellent interpersonal and communication skills.
  • High level of attention to detail and quality service and facilities.
  • Ability to work with a diverse population.
  • CPR/AED and First Aid Certifications are required or the ability to obtain within 60 days of hire.

PHYSICAL REQUIREMENTS:

Must be able to sit and stand for extended duration of shift

Must be able to bend and stoop frequently

Must be able to lift up to 15 pounds


What YMCA Of Greater Rochester employees say

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