Member Advisor (Beaverton)

RIVERMARK COMMUNITY CREDIT UNION•Beaverton, OR

1d•$25 - $32•Hybrid

About The Position

As a Member Advisor in Rivermark Community Credit Union’s Member Service Center (Call Center), you’ll serve as a primary voice of the credit union, building strong member relationships and delivering service primarily by phone, with follow-up through channels such as email and callbacks. You’ll assist members with account maintenance, disputes, IRA questions, loan inquiries, digital banking support, and other service needs, working accurately and carefully to resolve requests effectively. This role calls for a problem-solver who enjoys helping people and can use sound judgment and communication skills to understand member needs, recommend appropriate solutions, and advocate for positive outcomes, including in difficult or emotional conversations. The position follows a hybrid work model, with the initial 70+ days of training conducted onsite.

Requirements

High school diploma or GED.
At least two years of customer service experience; experience at a financial institution is preferred.
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 when needed.
Ability to multitask and work efficiently across multiple 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 p.m.

Nice To Haves

Customer service experience at a financial institution.

Responsibilities

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