Member Advisor (Beaverton)

Rivermark Community Credit Union•Beaverton, OR

3d•Hybrid

About The Position

Rivermark Community Credit Union is hiring a Member Advisor for its Member Service Center (call center). The role serves as a primary voice of the credit union, building member relationships and delivering service mainly by phone, with follow-up through email and callbacks. The advisor assists with account maintenance, disputes, IRA questions, loan inquiries, and digital banking support, using sound judgment and clear communication to understand member needs and resolve issues accurately.

Requirements

High school diploma or GED.
At least two years of customer service experience.
At least one year of contact center experience.
Ability to provide excellent member service and recommend or refer products and services that support member needs.
Ability to take ownership of interactions, including callbacks, research, follow-up, and escalation.
Ability to multitask across several systems and service platforms.
Working knowledge of financial products, security procedures, fraud prevention practices, and account servicing requirements.
Strong research and problem-solving skills.
Proficiency in Microsoft Office and ability to learn new systems quickly.
Availability to work 10 a.m. to 7 p.m. Monday through Friday and some Saturdays from 9:30 a.m. to 6:00 p.m.

Nice To Haves

Customer service experience at a financial institution.

Responsibilities

Provide responsive, member-centered service in a high-volume phone environment.
Process transactions, account openings and closings, and member service requests accurately and professionally.
Handle routine and complex account maintenance, disputes, deceased member account support, digital banking troubleshooting, IRA inquiries, and general loan questions.
Research concerns and follow up, keeping members informed through resolution.
De-escalate difficult conversations and escalate matters to management when needed.
Follow security, verification, and fraud prevention procedures; identify and escalate suspected fraud or unusual activity.
Use consultative, needs-based conversations to recommend products and connect members with financial education and coaching resources.
Help members use digital banking and self-service tools, including screen sharing and AI-assisted guidance.
Support coworkers and provide backup to help maintain seamless member service.
Maintain accurate documentation and comply with policies, regulations, and member privacy expectations.