Contact Center Member Service Representative (Hybrid)

Zing Credit Union•Denver, CO

11d•Hybrid

About The Position

As a Contact Center Member Service Representative I, you’ll support members over the phone and through digital channels while helping them navigate Zing’s products and services. This role is ideal for someone who thrives in a fast-paced environment, enjoys helping others, and can remain professional and solution-oriented under pressure. The ideal candidate will have strong verbal and written communication skills, excellent customer service abilities, mathematical reasoning, attention to detail, and the ability to follow banking procedures and regulatory requirements accurately. You’ll assist members with account maintenance, problem resolution, and service inquiries while ensuring every interaction reflects Zing’s commitment to delivering an outstanding member experience. In this role, you’ll work collaboratively with team members, use internal systems and resources to resolve member needs, and contribute to department goals related to service quality, compliance, professionalism, and operational efficiency. While this position does not have direct supervisory responsibilities, team members may assist with training and supporting others as needed.

Requirements

High school diploma or equivalent required
6 months to 2 years of experience in a call-handling or professional customer service role preferred
Ability to interpret and apply policies, procedures, and regulatory guidelines
Competence in resolving issues, identifying solutions, and escalating appropriately
Proficient with 10-key by touch
Strong familiarity with credit union core systems or ability to learn quickly
Comfortable adapting to a variety of software and systems
Ability to perform basic calculations related to account handling
Capable of using logic and structured thinking to identify the best solutions within policy boundaries
Tasks are routine, but require some research or analysis to resolve complex member needs
Frequent contact with members and vendors for information exchange
Expected to maintain professional, courteous communication
Limited authority to make decisions affecting broader organizational goals or budgets
Work contributes to the quality of service received by members
Most actions are guided by set procedures and standards
Limited discretion; choices are typically between two or three known solutions
Regular and prompt attendance is essential
Excessive unplanned absences (>6/year) or tardiness/leaving early (>4/year) may impact job standing
General office or remote environment based on assignment
Prolonged periods sitting at a desk and answering high call volumes
Occasional bending, squatting, or lifting up to 20 lbs (e.g., moving files or records)
Remote workers must maintain a home workspace that meets all safety, security, and ergonomic standards outlined in the Remote Work Agreement
Reasonable accommodations are available for individuals with disabilities
Success in this role is measured through effective communication, outstanding member service, attention to detail, problem-solving, mathematical reasoning, professionalism under pressure, and time management.
Team members are expected to maintain high-quality service standards, meet attendance and call handling expectations, complete required training, and consistently follow all security, compliance, and regulatory requirements, including BSA, Red Flag, and SAFE Act guidelines.

Nice To Haves

Strong verbal and written communication skills
Excellent customer service abilities
Mathematical reasoning
Attention to detail
Ability to follow banking procedures and regulatory requirements accurately
Strong listening skills and professional phone presence
Exceptional member service and relationship-building abilities
Strong attention to detail and organizational skills
Basic math and accounting proficiency
Ability to think critically and resolve problems effectively
Ability to remain calm, professional, and solution-oriented under pressure
Comfort working with policies, procedures, and regulatory requirements
Ability to manage time effectively and prioritize tasks in a fast-paced environment
High integrity, professionalism, and trustworthiness
Ability to work independently while following structured processes

Responsibilities

Provide efficient, accurate, and friendly service to members via phone and other communication channels
Assist members with opening, closing, and maintaining accounts
Explain products and services clearly and recommend those that meet member needs
Troubleshoot and resolve member issues or escalate to Level II/III or management as needed
Use internal systems and resources to assist with inquiries and maintain service accuracy
Ensure all transactions and processes comply with regulatory guidelines and internal procedures
Support training of new and existing staff as assigned
Maintain high-quality service levels by managing call volume and hold times
Perform all other duties as assigned