Call Center-Member Service Representative II

Wings Credit Union•Colorado Springs, CO

2d•Onsite

About The Position

The Member Service Representative II provides accurate information to members, actively cross-sells and educates members about credit union products and services, and delivers professional, responsive, encouraging service. The role follows credit union policies, procedures, and industry regulations while helping protect members’ and the credit union’s assets. The representative answers incoming calls, responds to inquiries, troubleshoots problems, verifies members to help minimize fraud, and identifies and escalates priority issues. The position requires handling certificate maintenance and online banking inquiries, resolving member concerns, and offering suitable solutions. The representative maintains broad knowledge of credit union products and services, including investment services, online banking, and credit cards, and develops the ability to submit consumer and business credit card applications. The role maintains current knowledge through ongoing training, side-by-side sessions, quality control sessions, and online BVS courses, and uses Outlook and Element daily. It also requires awareness of and compliance with Wings policies and procedures and Bank Secrecy Act regulations. This is an in-office position at the Headquarters in Colorado Springs, Colorado, and is not eligible for remote work. The position is projected to start November 23, 2026, and requires five weeks of mandatory paid training at the headquarters. 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 required.
At least 1 year of combined experience, including 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., with shifts varying within those hours, 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 preferred.
Sales experience preferred.
Spanish bilingual ability preferred.
Symitar experience strongly preferred.

Responsibilities

Answer incoming member calls, accurately respond to inquiries, and troubleshoot problems.
Verify members using established processes and procedures to help minimize fraudulent activity.
Identify and escalate priority issues appropriately.
Handle certificate maintenance and online banking inquiries.
Resolve member concerns and provide solutions intended to avoid escalations.
Listen to members, determine their needs, and educate them about and cross-sell suitable credit union products and services.
Develop product and service knowledge, including investment services, online banking, and credit cards.
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 daily.
Follow credit union policies and procedures and applicable industry regulations, including Bank Secrecy Act requirements, to help protect member and credit union assets.