Service Center Representative

IC Federal Credit Union•Ayer, MA

8d•$16 - $25•Hybrid

About The Position

At IC Credit Union, we're committed to helping our members achieve financial success through exceptional service, innovative digital solutions, and meaningful relationships. We are seeking an experienced, member-focused Service Center Representative to join our team and deliver outstanding support through phone, email, chat channels. This role is ideal for a banking or credit union professional who enjoys helping people, solving problems, building lasting relationships, and leveraging technology to deliver an exceptional member experience.

Requirements

High school diploma or equivalent.
Strong communication, customer service, and problem-solving skills.
Ability to effectively manage multiple priorities in a fast-paced environment.
Proficiency with computers and technology.
Commitment to delivering a professional, member-first experience.

Nice To Haves

1-3 years of banking, credit union, or financial services experience.
Opening and servicing deposit accounts.
Supporting members with financial products and services.
Working in a contact center, member service center, virtual branch, or retail banking environment.
Knowledge of consumer lending products, including personal loans, auto loans, home equity loans, and mortgages.
Familiarity with digital banking tools and technologies.
Understanding of financial regulations, member privacy requirements, fraud prevention, and account security practices.

Responsibilities

Provide friendly, accurate, and efficient service to members through digital service channels.
Assist members with account inquiries, transactions, account maintenance, payments, and digital banking support.
Open new accounts and identify opportunities to recommend products and services that align with members' financial needs.
Educate and support members with online banking, mobile banking, bill pay, e-statements, digital wallets, card controls, and other self-service tools.
Meet performance goals related to service quality, member satisfaction, operational efficiency, and digital engagement.
Maintain a high level of confidentiality while adhering to all security procedures, regulatory requirements, and credit union policies.
Support IC Credit Union's Mission, Vision, and Core Values through every member interaction.
Satisfactorily complete all required compliance training and comply with all regulations applicable to the position, including but not limited to: Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Member Privacy and Information Security, Fraud Prevention and Security Awareness, and Additional regulatory and compliance training required by IC Credit Union.