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 intended to improve members’ financial positions. The role requires a positive attitude, a drive to succeed, and the ability to represent USALLIANCE professionally in interactions with members and colleagues. This is a full-time, 40-hour-per-week position. Employees may be scheduled Monday through Friday between 8:00 a.m. and 6:00 p.m., and Saturday between 9:00 a.m. and 3:00 p.m. Saturday work is required at least once a month. The position offers a hybrid schedule, with a minimum of three days in the office; a secure workspace is required for hybrid remote-work eligibility. The role involves assisting current and prospective members by phone, electronic communications, video banking, or in person; processing transactions and requests; researching inquiries and following up; and cross-selling eligible products and services. Employees must protect confidential information, identify opportunities to improve processes, and follow the Credit Union’s BSA/AML policies and procedures.
Requirements
- High school diploma or equivalent preferred.
- Experience with Microsoft Word and Excel.
- Strong analytical, organizational, and communication skills.
- Strong active listening skills.
- Ability to work independently and cooperatively with Credit Union team members and departments.
- Ability to work flexible hours and provide staffing support at other USALLIANCE locations as requested.
- At least 6 months of sales experience in a retail or financial environment.
- A secure workspace is required for hybrid remote-work eligibility.
Nice To Haves
- Previous contact center experience preferred.
- Previous banking experience preferred.
Responsibilities
- Demonstrate satisfactory knowledge of Credit Union products, services, policies, procedures, promotions, and special offers during member and employee interactions.
- Assist existing and potential members by providing pleasant, professional, efficient service and information via telephone, email, fax, web chat, video banking, or in person.
- Promptly and accurately handle member transactions and requests, including balance inquiries, deposits, withdrawals, transfers, loan payments and advances, fee debits and reimbursements, account openings and closings, card and check orders, certificate maturity instructions, online and mobile banking setup, and membership and loan applications.
- Research member inquiries using available resources and 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.
- Work flexible hours and provide staffing support to other USALLIANCE locations as requested.
- Perform other duties and responsibilities as assigned.
- Adhere to standard BSA/AML policies, procedures, and processes, and demonstrate awareness of how business decisions affect financial and non-financial work results.
Benefits
- Competitive salary and benefits package.
- Professional development and career growth opportunities.
- Hybrid schedule with a minimum of three days in the office.
- Paid time off, wellness time, and paid federal holidays.
- 401(k) with a 6% match.
- Eligible for an annual corporate bonus.
- Collaborative and inclusive work environment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
