Member Support Representative - IAA Credit Union

Illinois Farm Bureau•Bloomington, IL

1d•$34,800 - $47,850

About The Position

The Member Support Representative serves as a primary point of contact for members, delivering service and support through phone, email, and digital communication channels. The role responds to inquiries, resolves issues, processes requests, and provides timely, accurate, and professional information about credit union products and services. The representative supports members with account servicing and transactions, digital banking and e-commerce services, and lending inquiries. The position also provides backup coverage for tellers and the member experience team, supports plastic card operations as needed, and contributes to fraud prevention and mitigation efforts. The role requires maintaining knowledge of credit union products, systems, policies, procedures, and regulatory requirements. This position is eligible for a Short-Term Incentive plan in addition to base pay. The stated base pay range is $34,800–$47,850; actual offers depend on skills, qualifications, and experience.

Requirements

Typically requires a high school diploma or GED.
At least 1 year of teller and/or new accounts experience.
Exceptional customer service skills and a passion for building relationships and helping members achieve financial goals.
Ability to identify member needs and recommend appropriate financial products and services.
Strong communication, interpersonal, and problem-solving skills.
Ability to multitask, including researching and resolving member questions while assisting members in real time.
Technical aptitude and ability to learn and navigate multiple systems and data processing platforms.
Strong attention to detail and ability to handle sensitive financial information accurately and professionally.
Ability to work Saturdays as scheduled.

Responsibilities

Respond to member inquiries and requests professionally, courteously, efficiently, and across all communication channels.
Research, resolve, and follow up on member questions, concerns, and account-related issues to support timely and accurate resolution.
Identify member financial needs and recommend appropriate credit union products and services.
Process member transactions, including account transfers, loan payments, credit card payments, and other account servicing requests.
Provide support for digital banking and e-commerce services, including online and mobile banking, electronic transactions, bill pay, remote deposit services, and account access.
Provide backup coverage for tellers and the member experience team, and support plastic card operations as needed.
Assist with lending activities by accepting loan applications and providing product information and rate quotes.
Maintain knowledge of credit union products, services, systems, policies, procedures, and regulatory requirements.
Support fraud prevention and mitigation by identifying suspicious activity, following established procedures, escalating potential fraud concerns, and helping protect member accounts and credit union assets.