Member Service Center Representative I (73277)

Johns Hopkins Credit Union•Baltimore, MD

6d•$20 - $25•Hybrid

About The Position

The Member Service Center delivers consistent, hospitality-driven member experiences across all virtual and digital service channels, including phone and remote engagement platforms. The Member Service Center Representative I serves as the primary point of contact for members across virtual and digital service channels, delivering exceptional service experiences through every interaction while consistently demonstrating the Credit Union’s SERVICE culture. This role provides consultative, relationship-focused service by actively listening to member needs, resolving inquiries efficiently, educating members on products, services, and digital solutions while identifying appropriate opportunities that support member financial well-being. Through professionalism, empathy, ownership and sound judgement, this position builds trust, deepens member relationships, and supports members in achieving financial success.

Requirements

High school diploma or GED required
Minimum of one (1) year customer service
financial institution or contact center experience preferred.
Experience supporting members or customers through multiple communication channels, including phone and digital platforms, preferred.

Responsibilities

Delivers a hospitality-driven, member-first experience across all virtual and digital service channels.
Builds trust by providing consultative, relationship-focused service that anticipates member needs.
Resolves member inquiries efficiently while creating positive, personalized experiences.
Takes ownership of member issues from initial contact through resolution, ensuring timely follow-up and clear communication throughout the member experience.
Uses each interaction as an opportunity to strengthen relationships, increase member engagement, and support financial well-being.
Educates members on products, services, and digital solutions to promote financial well-being.
Recognizes member needs and connects members with appropriate products, services, or internal resources.
Serves as a trusted advocate for members by listening carefully, understanding needs, and coordinating appropriate solutions.
Protects member information by following authentication and security procedures.
Strives to resolve member needs during the first interaction whenever possible, minimizing member effort and creating a seamless experience.
Meet established service level expectations.
Promotes adoption of digital tools and self-service solutions that enhance convenience, accessibility, and member engagement.
Accurately processes member transactions while maintaining compliance with policies and procedures.
Escalate complex issues through appropriate channels.
Maintains accurate documentation of member interactions.
Collaborate with internal departments to ensure timely resolution.
Adapt to changing workflows, priorities, and operational needs.
Collaborate effectively with teammates and internal departments to ensure seamless member experience.
Supports department initiatives and operational changes with flexibility and professionalism.
Collaborates with teammates and contributes to a positive team environment.
Demonstrates accountability, adaptability, and a positive attitude in a fast-paced environment.
Maintain compliance with applicable regulations, including but not limited to the BSA, Gramm-Leach-Biley Act, and USA Patriot Act.
Ensure compliance with Credit Union standards and make recommendations as needed.
Perform additional duties and responsibilities as assigned.