Member Services Specialist I (Contact Center)
About The Position
The Member Services Specialist I 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 position. The role represents USALLIANCE in interactions with members and partners and requires a positive attitude and drive to succeed. This is a full-time, 40-hour-per-week role. 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. Hybrid remote work eligibility requires an adequate secure workspace. The position is paid hourly at a base rate of $21.00–$23.00 and is eligible for an annual corporate bonus. The final offer may reflect skills, education, experience, and internal equity. Employees must adhere to standard BSA/AML policies, procedures, and processes, and demonstrate awareness of business functions and the effects of business decisions on financial and non-financial results.
Requirements
- High school diploma or equivalent preferred.
- Experience using 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 at 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
- 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 in a pleasant, professional, and efficient manner by 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 debits and reimbursements, account openings and closures, 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.
- Protect the privacy and confidentiality of member and employee account information and business information.
- Identify and communicate opportunities to continually 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.
- 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 6% match.
- Annual corporate bonus eligibility.
- 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
