Member Services Specialist II

USALLIANCE Financial • Rye, NY

4d • $23 - $27 • Hybrid

About The Position

The Member Services Specialist II provides an exceptional member experience, independently handling most member needs and demonstrating growing confidence and knowledge. This role balances efficiency, accuracy, and proactive problem-solving while supporting less experienced staff when needed. The position is full-time, 40 hours per week, with a schedule that could fall between Monday - Friday, 8:00 AM - 6:00 PM, and Saturdays from 9:00 AM - 3:00 PM (Saturdays will be required, at least once a month).

Requirements

• High school diploma or equivalent required.
• Minimum of 2 years contact center experience
• Minimum of 1 year customer service experience
• Experience in Microsoft Word and Excel
• Strong analytical, organizational, and communication skills
• Work independently and cooperatively with other credit union team members and departments
• Strong communication and active listening skills
• Ability to adapt to changing processes and technologies
• Must demonstrate teamwork by working flexible hours and providing staffing support to other USALLIANCE locations as requested
• All positions must adhere to standard BSA/AML policies, procedures, and processes. Employees must demonstrate awareness of business functions and how business decisions affect financial and/or non-financial work results.

Nice To Haves

• Minimum of 1 year sales experience in a retail or financial environment preferred
• Previous banking or credit union experience strongly preferred

Responsibilities

• Demonstrate a strong working knowledge of Credit Union products, services, policies, procedures, including promotions and special offers, during member and employee interactions.
• Independently assist existing and potential members by providing quality service and information in a pleasant, professional, and efficient manner via telephone or in person.
• Promptly and accurately perform member transactions and requests, including but not limited to balance inquiries, deposits, withdrawals, funds transfers, loan payments and advances, debiting and reimbursing fees, opening and closing accounts, placing card and check orders, submitting certificate account maturity instructions, setting up online and mobile banking, and submitting new membership and loan applications.
• Responsible for researching and resolving moderately complex member inquiries using all available resources to ensure proper follow-up and satisfaction.
• Demonstrate working knowledge and understanding of the Credit Union’s sales and service standards, and cross-sell Credit Union products and services during every eligible member interaction.
• Serve as a resource for Level I staff, sharing knowledge and guidance when needed.
• Maintain the privacy and confidentiality of Credit Union member and employee account and business information.
• Identify and communicate areas for continual improvement of business processes to support efficiency.
• Maintain a high level of professionalism and customer service etiquette in all interactions.
• Document member interactions, including the nature of inquiries, solutions provided, and any follow-up actions.
• Meet or exceed assigned operational performance goals (e.g., adherence to schedule, member satisfaction, quality assurance score).
• Stay updated on product knowledge and policies to provide accurate and up-to-date information to members.
• Any other duties and/or responsibilities as assigned.

Benefits

• Competitive salary and benefits package including 401K with 6% match
• Paid Time Off, Wellness Time & Paid Federal holidays
• Opportunities for professional development and career growth with exposure to mentorship from the executive team.
• A collaborative and inclusive work environment
• High Performance Culture that specializes in training to sharpen and expand skills brought to USALLIANCE.

What This Job Offers

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