Member Services Specialist I (Contact Center)
About The Position
The Member Services Specialist provides an exceptional member experience across delivery channels and implements the Credit Union’s sales and service standards by offering products and services that improve members’ financial position. The role calls for a positive attitude and drive to succeed while representing USALLIANCE and building relationships with members and partners. This full-time position is scheduled for 40 hours per week, with shifts scheduled between Monday and Friday, 8:00 a.m. to 6:00 p.m., and Saturday, 9:00 a.m. to 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. Hybrid remote work eligibility requires an adequate secure workspace. The position pays $21.00–$23.00 per hour, exclusive of fringe benefits or potential incentives, and is eligible for an annual corporate bonus. Final base pay depends on factors including skills, education, experience, and internal equity. Employees must adhere to standard BSA/AML policies, procedures, and processes, and demonstrate awareness of how business decisions affect financial and non-financial work results.
Requirements
- Minimum of 6 months of sales experience in a retail or financial environment.
- Experience with Microsoft Word and Excel.
- Strong analytical, organizational, and communication skills.
- Strong communication and 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 to other USALLIANCE locations as requested.
- Adequate secure workspace 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, procedures, promotions, and special offers in interactions with members and employees.
- Assist existing and potential members with quality service and information in a pleasant, professional, and efficient manner via telephone, email, fax, web chat, video banking, or in person.
- Promptly and accurately complete member transactions and requests, including balance inquiries, deposits, withdrawals, transfers, loan payments and advances, fee debiting and reimbursement, opening and closing accounts, 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.
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
