Call Center-Member Service Representative II

Wings Credit Union•Colorado Springs, CO

2d•$20 - $23•Onsite

About The Position

The Member Service Representative II provides accurate information in response to member inquiries, actively cross-sells and educates members about credit union products and services, and delivers professional, responsive, encouraging service. The role requires understanding and compliance with credit union policies, procedures, and industry regulations while helping protect members’ and the credit union’s assets. The representative answers incoming calls, verifies members using established processes, troubleshoots problems, identifies and escalates priority issues, and works to resolve concerns and prevent unnecessary escalations. The position requires advanced capability with certificate maintenance and online banking inquiries, broad knowledge of products and services, and the ability to identify solutions suited to members’ needs. Products include investment services, online banking, and credit cards; the role also includes submitting consumer and business credit card applications. The representative maintains job knowledge through ongoing training, side-by-side sessions, quality-control sessions, and online BVS courses, and uses Outlook and Element daily. The position also requires adherence to policies and procedures and regulations related to the Bank Secrecy Act. The position is projected to start November 23, 2026, and requires five weeks of mandatory paid training at the company’s headquarters in Colorado Springs, Colorado. It is an in-office role based at that headquarters and is not eligible for remote work. Required availability is Monday through Friday, 7:00 a.m. to 6:00 p.m. (with shifts varying within those hours), and Saturdays from 8:00 a.m. to 3:00 p.m.

Requirements

High school diploma, GED, or equivalent.
At least 1 year of combined experience that includes inbound phone experience and financial services experience.
Excellent customer-service focus.
Strong proficiency in relevant credit union products, offerings, and resources.
General understanding of online banking and business credit card products and procedures.
Proficient computer skills, including use of Windows, Microsoft Word, and Office.
Ability to complete multiple tasks using various databases concurrently.
Strong communication and writing skills.
Organizational skills.
Typing, computer, and ten-key skills.
Availability Monday through Friday between 7:00 a.m. and 6:00 p.m. and Saturdays from 8:00 a.m. to 3:00 p.m.
Ability to attend five weeks of mandatory paid training at the headquarters in Colorado Springs, Colorado.

Nice To Haves

Bachelor’s degree.
Sales experience.
Bilingual Spanish skills.
Symitar experience.

Responsibilities

Answer incoming member calls, accurately respond to inquiries, and troubleshoot problems.
Verify members according to established processes and procedures to help minimize fraudulent activity.
Identify and escalate priority issues when appropriate.
Perform certificate maintenance and handle online banking inquiries.
Resolve member concerns and provide solutions to avoid escalations across member-service areas.
Listen to members, determine their needs, and educate them about and cross-sell appropriate credit union products and services.
Submit consumer and business credit card applications.
Maintain position knowledge through ongoing training, side-by-side sessions, quality-control sessions, and online BVS courses.
Use Outlook and Element on a daily basis.
Follow credit union policies and procedures and regulations pertaining to the Bank Secrecy Act.
Help protect members’ and the credit union’s assets.