Member Service Support Specialist

Members Cooperative Credit Union • Duluth, MN

3d • $19 - $22 • Remote

About The Position

We're looking for a Member Service Support Specialist who is passionate about delivering exceptional service to our members and potential members. In this role, you will create a personal, simple, and rewarding experience by responding to member inquiries—primarily through virtual platforms—and ensuring each interaction reflects our commitment to outstanding service. You will handle incoming calls, process financial transactions with accuracy, troubleshoot a wide range of member questions, and recommend credit union products and services that best meet member needs. The ideal candidate is self‑directed, organized, and consistently productive while working independently, ensuring members receive the same high‑quality experience regardless of location. This position is remote. However, we prefer candidates who can commute to a branch within the credit union network in a reasonable timeframe.

Requirements

• High school diploma or equivalent required
• One to two years of post-high school education in a business-related field, or a combination of education and experience in retail, sales, or technology, preferably in a credit union or bank.
• Strong verbal and written communication skills with the ability to explain information clearly, draft professional correspondence, and engage confidently with members across multiple channels
• Exceptional customer service skills demonstrated through active listening, empathy, patience, and maintaining a calm, positive demeanor during high‑volume or challenging interactions.
• Strong analytical and problem‑solving abilities, with a focus on accuracy in processing transactions, verifying information, and thoroughly documenting member interactions
• Ability to stay self‑directed, organized, and consistently productive in a remote work environment while meeting performance and quality standards
• Intermediate to advanced proficiency with Windows, Microsoft Office (Word, Excel, PowerPoint, Outlook), Adobe Acrobat, and database applications, with ability to learn modern technology quickly

Responsibilities

• Deliver exceptional service to members and non‑members through inbound phone calls, emails, chats, online banking messages, and video interactions.
• Assist members with a wide range of financial needs, including executing transactions, resolving debit card issues, supporting online banking access, reviewing accounts for suspicious activity, processing fee‑reversal requests, placing check orders, and accepting loan or credit card payments.
• Educate members and non‑members on credit union products and services, including deposit accounts, loan options, and electronic services to support informed financial decisions.
• Collaborate with internal teams such as Retail Branch and Fraud departments to resolve member issues, report suspicious activity, and ensure compliance with industry, regulatory, and technological requirements.
• Perform additional duties as assigned to support member experience, operational efficiency, and the overall success of the credit union.

Benefits

• Medical, dental and vision plan options
• Health Saving Account and Flexible Spending Account options
• 401(k) with competitive company match
• Paid time off, paid holidays, personal time, and paid volunteer time
• Development time and tuition reimbursement
• Company provided life insurance, short-term and long-term disability insurance
• Voluntary benefits including life, critical illness, accident, and hospital indemnity coverage
• Paid parental leave
• Discretionary, annual profit-sharing bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED