Member Services Specialist I (Contact Center)
About The Position
The Member Services Specialist provides an exceptional member experience across delivery channels and applies the Credit Union’s sales and service standards by offering products and services that can improve members’ financial positions. The role requires a positive attitude, a drive to succeed, and a commitment to representing USALLIANCE and building relationships with members and partners. This is a full-time, 40-hour-per-week position. Employees may be scheduled Monday through Friday between 8:00 AM and 6:00 PM, and Saturday between 9:00 AM and 3:00 PM. Saturday work is required at least once a month. The position has a hybrid schedule, with a minimum of three days in the office, and requires an adequate secure workspace for hybrid remote work eligibility. Employees must be willing to work flexible hours and provide staffing support to other USALLIANCE locations as requested. The position offers a base hourly range of $21.00 to $23.00 and is eligible for an annual corporate bonus. Final base compensation depends on factors such as skills, education, experience, and internal equity. The role must adhere to standard BSA/AML policies, procedures, and processes.
Requirements
- Experience with Microsoft Word and Excel.
- Strong analytical, organizational, and communication skills.
- Ability to work independently and cooperatively with Credit Union team members and departments.
- Strong communication and active listening skills.
- Ability to work flexible hours and provide staffing support to other USALLIANCE locations as requested.
- At least 6 months of sales experience in a retail or financial environment.
- Adequate secure workspace required for hybrid remote work eligibility.
Nice To Haves
- High school diploma or equivalent preferred.
- Previous contact center experience preferred.
- Previous banking experience preferred.
Responsibilities
- Demonstrate satisfactory knowledge of Credit Union products, services, policies, and procedures, including promotions and special offers, in member and employee interactions.
- Assist existing and potential members by providing pleasant, professional, efficient service and information by telephone, email, fax, web chat, video banking, or in person.
- Promptly and accurately process member transactions and requests, including balance inquiries, deposits, withdrawals, funds transfers, loan payments and advances, fee debits and reimbursements, account openings and closings, card and check orders, certificate account maturity instructions, online and mobile banking setup, and new membership and loan applications.
- Research member inquiries using available resources to ensure appropriate follow-up and member satisfaction.
- Apply the Credit Union’s sales and service standards and cross-sell products and services during every eligible member interaction.
- Maintain the privacy and confidentiality of member and employee account information and business information.
- Identify and communicate opportunities to improve business processes and efficiency.
- Perform other duties and responsibilities as assigned.
- Adhere to standard BSA/AML policies, procedures, and processes.
Benefits
- Competitive salary and benefits package.
- Opportunities for professional development and career growth.
- Hybrid schedule with a minimum of three days in the office.
- Collaborative and inclusive work environment.
- Paid time off, wellness time, and paid federal holidays.
- 401(k) with 6% match.
- Annual corporate bonus eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
