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Role Description

We're looking for a Member Service Support Specialist who is passionate about delivering exceptional service to our members and potential members. In this role, you will create a personal, simple, and rewarding experience by responding to member inquiries—primarily through virtual platforms—and ensuring each interaction reflects our commitment to outstanding service.

• Handle incoming calls and process financial transactions with accuracy
• Troubleshoot a wide range of member questions
• Recommend credit union products and services that best meet member needs
• Ensure members receive the same high-quality experience regardless of location

Key Responsibilities

• Deliver exceptional service to members and non-members through inbound phone calls, emails, chats, online banking messages, and video interactions
• Assist members with a wide range of financial needs, including executing transactions, resolving debit card issues, supporting online banking access, reviewing accounts for suspicious activity, processing fee-reversal requests, placing check orders, and accepting loan or credit card payments
• Educate members and non-members on credit union products and services, including deposit accounts, loan options, and electronic services to support informed financial decisions
• Collaborate with internal teams such as Retail Branch and Fraud departments to resolve member issues, report suspicious activity, and ensure compliance with industry, regulatory, and technological requirements
• Perform additional duties as assigned to support member experience, operational efficiency, and the overall success of the credit union

Qualifications

• High school diploma or equivalent required
• One to two years of post-high school education in a business-related field, or a combination of education and experience in retail, sales, or technology, preferably in a credit union or bank
• Strong verbal and written communication skills with the ability to explain information clearly, draft professional correspondence, and engage confidently with members across multiple channels
• Exceptional customer service skills demonstrated through active listening, empathy, patience, and maintaining a calm, positive demeanor during high-volume or challenging interactions
• Strong analytical and problem-solving abilities, with a focus on accuracy in processing transactions, verifying information, and thoroughly documenting member interactions
• Ability to stay self-directed, organized, and consistently productive in a remote work environment while meeting performance and quality standards
• Intermediate to advanced proficiency with Windows, Microsoft Office (Word, Excel, PowerPoint, Outlook), Adobe Acrobat, and database applications, with ability to learn modern technology quickly

Schedule

• Monday – Friday, 8:00 a.m. - 5:30 p.m.; rotating Saturdays, 8:20 a.m. - 12:00 p.m.

Wage & Hour Details

• Full-time
• This is a non-exempt position
• Starting pay range: $19/hr - $22/hr., pay commensurate with experience

Benefits

• Medical, dental and vision plan options
• Health Saving Account and Flexible Spending Account options
• 401(k) with competitive company match
• Paid time off, paid holidays, personal time, and paid volunteer time
• Development time and tuition reimbursement
• Company provided life insurance, short-term and long-term disability insurance
• Voluntary benefits including life, critical illness, accident, and hospital indemnity coverage
• Paid parental leave
• Discretionary, annual profit-sharing bonus