Member Service Representative - Support Services

Advancial Federal Credit Union • Irving, TX

13h • Hybrid

About The Position

Advancial is a credit union founded in 1937, dedicated to creating lasting value for its members through superior service, quality products, and innovative solutions. The company fosters a positive, creative, and collaborative culture where employees feel their work is fulfilling. They have been recognized as one of USA TODAY’s Top Workplaces and have won the Best and Brightest Companies to Work For award for 8 consecutive years.

Requirements

• Associate's Degree (A.A.) or equivalent from two–year College or technical school; and banking or call center experience typically the level acquired after 1 year or equivalent combination of education and experience.
• Basic understanding of banking products and services such as checking, savings, loans, and credit cards.
• Familiarity with customer service principles and call center operations.
• Experience using computer systems, CRM platforms, and multiple applications simultaneously.
• Time management and organizational skills.
• Problem-solving and critical thinking abilities.

Responsibilities

• Provide high-quality member service through various communication channels (phone, email, chat), resolving inquiries regarding accounts, transactions, and products.
• Process account transactions accurately and efficiently, including deposits, withdrawals, loan payments, and check orders.
• Assist members with online banking services, troubleshooting issues and guiding them through our systems.
• Evaluate member needs to identify opportunities for cross-selling credit union products and services.
• Maintain up-to-date knowledge of credit union products, policies, and changes in regulations.
• Handle member complaints with professionalism and empathy, striving for timely resolution.
• Document member interactions in the customer relationship management system for future reference and quality control.
• Participate in training and ongoing education to improve skills and product knowledge.
• Cultivate a positive, respectful, and collaborative culture across the organization—fostering strong relationships among staff, departments, branches, and external partners. Champions a caring and inclusive environment for both employees and members, aligned with the Credit Union’s mission and values.

Benefits

• Healthcare
• Life insurance
• 401K benefits
• 11 company holidays
• 3 weeks of vacation
• Access to vacation homes in Destin, FL, and Breckenridge, CO (employees pay taxes)
• Pet insurance (company contributes)
• Tuition reimbursement (80% covered after one year)
• Advancial Life Rewards program (reimburses up to $1,000 annually for unexpected expenses)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees