Member Service Center Representative I

Johns Hopkins Credit Union•Baltimore, MD

3d•$20 - $25•Hybrid

About The Position

The Member Service Center Representative I is the primary point of contact for members across virtual and digital service channels, including phone and remote engagement platforms. The role delivers consistent, hospitality-driven service while demonstrating the Credit Union’s SERVICE culture: Support, Educate, Respect, Value, Innovate, Communicate, and Empower. The representative provides consultative, relationship-focused support by listening to members, resolving inquiries, educating them about products, services, and digital solutions, and connecting them with appropriate resources. Through professionalism, empathy, ownership, and sound judgment, the role builds trust, strengthens member relationships, and supports members’ financial well-being. The position also protects member information, processes transactions accurately, follows applicable policies and regulations, and collaborates with teammates and internal departments to resolve issues. This position is eligible for a hybrid work schedule. Eligibility to work in a hybrid arrangement depends on work performance and the ability to create and maintain engaging work relationships.

Requirements

High school diploma or GED.
Minimum of one year of customer service experience.
Ability to perform the essential duties satisfactorily, with reasonable accommodation where applicable.

Nice To Haves

Financial institution or contact center experience.
Experience supporting members or customers through multiple communication channels, including phone and digital platforms.

Responsibilities

Deliver a hospitality-driven, member-first experience across virtual and digital service channels.
Build trust through consultative, relationship-focused service that anticipates member needs.
Resolve member inquiries efficiently and provide positive, personalized experiences.
Own member issues from initial contact through resolution, providing timely follow-up and clear communication.
Use member interactions to strengthen relationships, increase engagement, and support financial well-being.
Educate members about products, services, and digital solutions.
Recognize member needs and connect members with appropriate products, services, or internal resources.
Listen carefully, understand member needs, and coordinate appropriate solutions as a trusted member advocate.
Protect member information by following authentication and security procedures.
Resolve needs during the first interaction whenever possible and meet established service-level expectations.
Promote digital tools and self-service solutions.
Process member transactions accurately and in accordance with policies and procedures.
Escalate complex issues through appropriate channels.
Maintain accurate documentation of member interactions.
Collaborate with internal departments to support timely issue resolution and a seamless member experience.
Adapt to changing workflows, priorities, and operational needs.
Support department initiatives and operational changes with flexibility and professionalism.
Contribute to a positive team environment and demonstrate accountability, adaptability, and a positive attitude.
Support and promote the Credit Union’s SERVICE culture and model inclusive behaviors, proactively manage bias, and support a diverse employee base and membership.
Maintain compliance with applicable regulations, including the BSA, Gramm-Leach-Bliley Act, and USA Patriot Act, and with Credit Union standards.
Make recommendations as needed and perform additional duties and responsibilities as assigned.