Member Solutions Manager

Job Description:

At Ironworkers USA FCU, we don’t just open accounts and do loans- we build financial security for the men and women who build America. We know that life doesn’t always go as planned. Layoffs happen. Injuries happen. Inflation hits. And sometimes good people just need someone in their corner.
We are a solutions-based credit union that cares about what our members are going through. Life happens to everyone. We don’t believe in “no” without a path forward.
EVERY CALL MATTERS. EVERY MEMBER HAS A STORY
When they call us, it’s rarely just about a balance. It’s about a paycheck that didn’t stretch far enough. A card that declined. A loan they’re hoping will change things. Or a tough season they didn’t plan for.
We are looking for someone who doesn’t just answer calls- but answers with empathy, confidence, and solutions.
If you believe life happens, people deserve respect, and financial institutions should lift members up- this role was built for you.
WHO YOU ARE
You are:
Warm, kind, and naturally empathetic
Calm under pressure
A great listener
Confident having real conversations
Passionate about helping people succeed in life
You don’t judge. You don’t rush people off the phone. You don’t treat members like account numbers. You understand that behind every call is a human who just wants to be heard and helped.
WHAT YOU’LL DO
Deliver exceptional member care. Handle inbound and outbound member calls with professionalism and heart. Listen carefully and respond with thoughtful, personalized solutions. Educate members on products and services that strengthen their financial position.
Build real relationships. Turn everyday transactions into meaningful connections. Make outbound calls on accounts that are past due and come up with outside the box solutions to help members in need. Be proactive and give a solution before the member even sees the problem. Create trust that keeps members loyal for life.
Provide solutions, not scripts. Help members navigate credit challenges with dignity. Offer options when life throws curveballs. Identify opportunities that truly benefit the member.
WHY IRONWORKERS USA FCU
Because we are not a big-box bank. We are a mission-driven credit union that believes people are more than their credit score, hardworking families deserve understanding, financial setbacks don’t define someone, our job is to help members move forward and our culture is PEOPLE FIRST. You will be valued for your heart.
We believe in education. We believe in rebuilding. We believe in second chances. We are a team that does not quit on our members. We don’t hide behind policy. We don’t default to “no”. We look for a path forward. You will be challenged. You will be supported. And you will be part of a team that shows up every day ready to make a difference.