Member Service Representative I - Call Center (Hybrid)

Zing Credit Union•Denver, CO

8d•$21 - $24•Hybrid

About The Position

As a Contact Center Member Service Representative , you’ll support members over the phone and through digital channels, helping them meet their financial needs and guiding them through Zing’s products and services. You’ll play a key role in delivering excellent member service by opening accounts, resolving inquiries, and using all available resources to ensure our members receive the support they need. While you won't have direct supervisory responsibilities, you’ll work collaboratively with team members and may help train others as needed.

Requirements

Excellent verbal and written communication
Strong listening skills and phone presence
Basic math and accounting proficiency
Ability to remain calm, professional, and solution-oriented under pressure
High integrity and trustworthiness
Comfort working with procedures, policies, and regulatory requirements
Ability to work independently within structured processes
High school diploma or equivalent required
Ability to interpret and apply policies, procedures, and regulatory guidelines
Competence in resolving issues, identifying solutions, and escalating appropriately

Nice To Haves

6 months to 2 years of experience in a call-handling or professional customer service role preferred
Proficient with 10-key by touch
Strong familiarity with credit union core systems or ability to learn quickly
Comfortable adapting to a variety of software and systems
Ability to perform basic calculations related to account handling
Capable of using logic and structured thinking to identify the best solutions within policy boundaries
Tasks are routine, but require some research or analysis to resolve complex member needs
Frequent contact with members and vendors for information exchange
Expected to maintain professional, courteous communication
Limited authority to make decisions affecting broader organizational goals or budgets
Most actions are guided by set procedures and standards
Limited discretion; choices are typically between two or three known solutions
Regular and prompt attendance is essential
Excessive unplanned absences (>6/year) or tardiness/leaving early (>4/year) may impact job standing
See Employee Handbook for full attendance policy
General office or remote environment based on assignment
Prolonged periods sitting at a desk and answering high call volumes
Occasional bending, squatting, or lifting up to 20 lbs (e.g., moving files or records)
Remote workers must maintain a home workspace that meets all safety, security, and ergonomic standards outlined in the Remote Work Agreement
Member Experience – Prioritize member satisfaction and ensure brand consistency
Call Handling – Maintain balanced call volume and acceptable average hold times
Goal Alignment – Meet targets for professionalism, attendance, communication, compliance, and job knowledge
Training Completion – Complete Paycor and compliance courses with 85%+ score by required deadlines
Attendance – Meet expectations for attendance and timeliness
Security – Follow all building and cyber security protocols
BSA & Compliance – Ensure adherence to BSA, Red Flag, Safe Act, and all regulatory programs

Responsibilities

Provide efficient, accurate, and friendly service to members via phone and other communication channels
Assist members with opening, closing, and maintaining accounts
Explain products and services clearly and recommend those that meet member needs
Troubleshoot and resolve member issues or escalate to Level II/III or management as needed
Use internal systems and resources to assist with inquiries and maintain service accuracy
Ensure all transactions and processes comply with regulatory guidelines and internal procedures
Support training of new and existing staff as assigned
Maintain high-quality service levels by managing call volume and hold times
Perform all other duties as assigned

Benefits

Growth & Development
We promote from within and support your career goals through tuition reimbursement and ongoing on-the-job training
Every new hire gets a strong start with a 2-week onboarding program designed to set you up for success
Whether you're just starting out or ready for the next step, we’re here to help you build your future with us
Culture & Community
We celebrate our team with company outings, potlucks, and festive holiday parties — plus, you’ll even get your birthday off (paid!)
We’re big on teamwork and appreciation , and our people-first mindset shows in everything we do
Values in Action
“ People over profit ” isn’t just a motto — it’s how we operate. We focus on educating and helping our members rather than upselling them
We proudly partner with local nonprofits and organizations to give back — and employees have opportunities to volunteer and make a difference