Member Contact Specialist

Jolt Credit Union•Saginaw, MI

2d•Onsite

About The Position

The Member Contact Specialist serves as the voice of Jolt Credit Union, helping members over the phone with financial transactions, account questions, and services. The role focuses on delivering excellent member service, building relationships, and recommending credit union products and services that support members’ financial well-being. It is based at the State Street Branch in Saginaw, Michigan, and is scheduled for 40 hours per week, Monday through Friday with some Saturdays from 9 a.m. to noon. Member calls may occasionally be monitored or recorded without advance notice for training, coaching, feedback, and quality assurance. The position involves handling member inquiries and requests, researching and resolving problems, providing information about accounts, rates, services, and promotions, and processing various account transactions and service requests. The specialist must uphold privileged communication and comply with applicable federal, state, and local laws, including Bank Secrecy Act and Office of Foreign Assets Control requirements related to the role. Jolt describes its workplace as supportive and community-focused, with training, in-house education, growth opportunities, and the possibility of increased pay as employees advance. Referral-based incentives are also available.

Requirements

Customer service expertise; two or more years is preferred, especially in banking, credit unions, teller work, or lending.
Excellent communication and problem-solving skills.
Confidence using computers and Microsoft Office.
Ability to stay organized, multitask, and adapt in a fast-paced environment.
A passion for helping others and selling solutions that benefit them.

Nice To Haves

At least two years of customer service experience, particularly in banking, credit unions, teller work, or lending.
Energetic, motivated, empathetic, and committed to community service.

Responsibilities

Deliver service to members and coworkers in alignment with the credit union’s Service Promise: “Giving it All We’ve Got, Every Day and Everywhere.”
Provide exceptional member service, cross-sell and recommend credit union services, primarily over the telephone.
Analyze member problems and complaints and find beneficial solutions in a timely manner.
Provide deposit and loan rate information, service information, and details about new and ongoing promotions.
Process share withdrawal and fund transfer requests.
Provide account information, including balances, check clearings, deposit postings, and statement information.
Record research requests and deliver them to appropriate personnel for form distribution.
Provide membership information, including field-of-membership qualifications and new account initiation.
Process payment or deposit corrections when necessary.
Explain credit union policies and procedures, including those concerning wire transfers, stop payments, address changes, loan applications, and direct deposit requests.
Process stop payments, address changes, and loan applications.
Uphold the principle of privileged communication.
Adhere to applicable federal, state, and local laws, including Bank Secrecy Act and Office of Foreign Assets Control requirements as they relate to the job functions.