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