Member Service Representative - Support Services
About The Position
Advancial, a credit union founded in 1937 and recognized for its workplace awards, aims to create 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. This role involves providing high-quality member service across various communication channels, processing transactions, assisting with online banking, identifying cross-selling opportunities, and maintaining knowledge of credit union offerings and regulations. The position also emphasizes handling complaints professionally, documenting interactions, and participating in continuous training. A key aspect of the role is cultivating a positive, respectful, and collaborative culture, championing a caring and inclusive environment aligned with the Credit Union's mission and values.
Requirements
- Associate's Degree (A.A.) or equivalent from two–year College or technical school.
- 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
- Use of vacation homes in Destin, FL, and Breckenridge, CO (free, with taxes to be paid by employee)
- 401k contributions from the company
- Affordable pet insurance with company contribution
- Tuition reimbursement (80% covered after one year of employment)
- Advancial Life Rewards program (reimburses up to $1,000 annually for unexpected expenses)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
11-50 employees
