Member Care Representative - Inbound Call Center

This hybrid role serves as a trusted resource for credit union members, delivering personalized, consultative service primarily through phone interactions. The representative is responsible for creating a positive, seamless experience by understanding member needs, resolving concerns with empathy, and guiding members toward financial solutions that support their goals.

Member Experience & Relationship Building

• Deliver exceptional, member-focused service by actively listening, demonstrating empathy, and building rapport in every interaction
• Serve as a trusted advisor by identifying member needs and recommending appropriate products, services, and solutions

Issue Resolution & Service Excellence

• Address member inquiries with a focus on first call resolution
• Handle sensitive or escalated conversations with professionalism, patience, and effective de-escalation techniques
• Advocate for members by resolving concerns while maintaining compliance with all policies and regulatory requirements

Transaction & Account Support

• Accurately and efficiently process financial transactions
• Assist with account maintenance activities such as balance inquiries, account updates, debit card services, and membership changes
• Support members with opening and closing deposit accounts and related services

Consultative Support & Financial Guidance

• Evaluate member financial needs and provide guidance aligned with their goals
• Educate members on available products, digital tools, and self-service options to enhance their overall experience
• Exercise sound judgment when making decisions such as fee refunds within established guidelines

Team Collaboration & Continuous Improvement

• Partner with peers and leadership to foster a collaborative, service-oriented team environment
• Contribute to continuous improvement efforts by sharing feedback, identifying opportunities, and supporting best practices

Work Schedule

• Monday – Friday: 8:00 AM – 9:00 PM
• Saturday: 10:00 AM – 3:00 PM

Education & Years of Experience

• Minimum - High School or Equivalent
• Minimum - 1 Year Banking, Retail, Customer Service or Related
• Preferred - 1 Year Call Center within a Financial Services Environment

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.