Call Center-Member Service Representative II - Pueblo, CO

Ent Credit Union • Pueblo, CO

1d • $21 - $23 • Onsite

About The Position

This position is projected to start 03/02/2026 and requires 5 weeks of mandatory paid training at our Headquarters in Colorado Springs, Colorado. This is an in-office position based out of Ent Credit Union Headquarters in Colorado Springs. This is not a fully remote eligible position. Required availability for this position is Monday through Friday, 7:00 am to 6:00 pm (shift will vary within these hours) and Saturdays from 8:00 am to 3:00 pm. Essential Functions Member Service Representative Call Center II: Member Sales & Service: In order to build and retain member relationships, the representative must answer incoming calls from members, accurately answer inquiries and troubleshoot problems. Members must be verified using the processes and procedures in place, minimizing fraudulent activity. Representative possesses the skill to identify and escalate priority issues. A higher skillset is required to perform certificate maintenance and handle all online banking inquiries. MSR II is expected to resolve member concerns properly and provide solutions to avoid escalations in all areas of member service. The representatives must have extensive knowledge of all products and services by actively listening and determining the product that best fit the member’s needs. Products and services include but are not limited to: investment services, online banking and credit cards. In the area of credit cards, the representative will obtain the skillset to submit both consumer and business credit card applications. Knowledge: Maintains knowledge and remains current in the position by taking a proactive approach with participating in on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members.

Requirements

• High School Diploma/G.E.D. or equivalent
• 1+ years’ combined experience to include 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 required
• Must have proficient computer skills, including the ability to use Windows, Microsoft Word and Office
• Ability to complete multiple tasks utilizing various databases concurrently is required
• Strong communication and writing skills
• Organizational skills required
• Typing, computer, and ten-key required

Nice To Haves

• Sales Experience, Preferred
• Symitar experience strongly preferred

Responsibilities

• Answer incoming calls from members, accurately answer inquiries and troubleshoot problems
• Verify members using the processes and procedures in place, minimizing fraudulent activity
• Identify and escalate priority issues
• Perform certificate maintenance and handle all online banking inquiries
• Resolve member concerns properly and provide solutions to avoid escalations in all areas of member service
• Actively listen and determine the product that best fit the member’s needs
• Submit both consumer and business credit card applications
• Maintain knowledge and remains current in the position by taking a proactive approach with participating in on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members

Benefits

• Health Benefits: Affordable insurance, 24/7 doctor access, and a nationwide provider network.
• 401(k): 3% automatic contribution after three months, plus up to 6% matching.
• Paid Time Off: During your first year, enjoy 16 days of paid time off (PTO) plus 9 paid holidays. And it grows from there.
• Volunteer Time Off: Paid time off to give back to the community.
• Education Support: Up to $10,000 annually for higher education and assistance for certifications.
• Exclusive Discounts: Significant savings on home, car, and personal loans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees