Member Contact Care Representative

Champions First Credit Union • Tallahassee, FL

5d • Onsite

About The Position

Join our Digital Experience Team at Champions First Credit Union! We're looking for someone with strong people skills, at least one year of credit union or banking experience, and a passion for problem solving. This phone-based role supports members remotely rather than at the teller line. Champions First Credit Union is a $545 million organization and growing, proudly serving members across North Florida, from Pensacola to Lake City. We're committed to community, exceptional service, and investing in our employees' growth.

Requirements

• At least 1 year of experience in a credit union, bank, or financial institution.
• Call center or member service experience in banking is a strong plus.
• Great communication and problem-solving skills — you genuinely enjoy helping people.
• Comfort using multiple systems and digital platforms throughout the day.
• Professional, well-developed interpersonal skills necessary for servicing Credit Union members and projecting a positive image as representative for the Credit Union.
• Work requires extensive knowledge of all Credit Union products and services.
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).
• Written communications must be at an advanced level whereas the position of the Credit Union is communicated in complete sentences with proper grammar using spell check and any other electronic correction methods to avoid sending emails and letters incorrectly worded.
• Must have a minimum of one year of member service experience in a financial institution – preferably in the Call Center area.

Responsibilities

• Represent the Credit Union professionally, providing prompt and accurate service on member requests.
• Provide service-related information about Credit Union products, services, and policies by phone or electronically.
• Respond to member inquiries, problems, and complaints, directing them to the appropriate staff when needed.
• Open new accounts and service existing ones, including account setup and membership information.
• Process member transactions such as transfers, withdrawals, check requests, line of credit advances, IRA transfers, and address changes.
• Troubleshoot technology-related inquiries involving online and mobile banking platforms.
• Take telephone loan applications and assist with preliminary loan information, credit checks, and standard loan interviews.
• Maintain and share up-to-date reference materials, policies, and procedures for the department.
• Provide information on investment options for members.
• Evaluate fee reversal requests and other member disputes.
• Review call center performance reports and support process improvement efforts.
• Comply with federal and state regulations, including OFAC, BSA, and FACTA.
• Maintain regular and predictable attendance.

Benefits

• Health, dental, and vision insurance
• Company paid life insurance
• 401(k) with up to 4% company match
• Gold Coin Profit Sharing
• Tuition reimbursement for those wanting to grow or start their banking career
• Career advancement opportunities within a supportive, professional culture
• Generous paid time off — including vacation, sick, personal, birthday, work anniversary, and federal holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED