Member Service Center Representative
About The Position
AmeriCU Credit Union is seeking a Member Service Center Representative (Call Center Representative) for its Liverpool, New York location. The representative delivers member service and builds relationships through phone, chat, email, and video interactions, helping members achieve their financial goals. The role is full-time, with a starting rate of $19.84 to $24.80 per hour depending on experience, and is eligible for overtime and incentive earnings. The position includes handling member inquiries and transactions, resolving issues, recommending relevant products and services, processing loan applications, and guiding members on digital banking tools and service channels. Representatives maintain accurate records, follow applicable policies and compliance requirements, keep their knowledge current, and meet individual and team performance goals. Registration and recordkeeping in the NMLS system are required as applicable.
Requirements
- Strong verbal and written communication skills across phone, chat, and email.
- Ability to multitask and thrive in a fast-paced, high-volume environment.
- Customer-focused mindset and strong problem-solving skills.
- Comfort with technology and digital service platforms.
- Detail-oriented approach and commitment to compliance and accuracy.
Nice To Haves
- Sales and relationship-building experience.
Responsibilities
- Manage high volumes of inbound and outbound member interactions promptly and professionally.
- Build member relationships by providing exceptional service and identifying needs.
- Resolve member inquiries and issues, recommending relevant products and services.
- Process loan applications and maintain knowledge of underwriting guidelines and procedures.
- Educate members about digital banking tools and alternative service channels.
- Maintain accurate member records in core and CRM systems.
- Meet or exceed individual performance goals and contribute to team success.
- Follow policies, procedures, and compliance requirements, including BSA and SAFE Act regulations.
- Stay current on products, services, and internal processes through ongoing learning and development.
- Maintain operational readiness by following procedures and reporting equipment issues.
- Register with and maintain records in the NMLS system as required.
Benefits
- Competitive medical, dental, and vision plans.
- Health Savings Account contributions.
- Generous paid time off and paid holidays.
- 401(k) with employer match after one year.
- Employee Assistance Program.
- Tuition reimbursement after one year for full-time employees.
- Company-paid life insurance and AD&D.
- Enhanced short-term disability coverage.
- Employee appreciation events and a collaborative team culture.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
