Call Center-Member Service Representative II

Job Description

This position is projected to start 08/31/2026 and requires 5 weeks of mandatory paid training at our Headquarters in Colorado Springs, Colorado. This is an in-office position based out of our Headquarters in Colorado Springs. This is not a remote eligible position.

Essential Functions

• Member Sales & Service: Answer incoming calls from members, accurately answer inquiries and troubleshoot problems. Verify members using the processes and procedures in place, minimizing fraudulent activity. Identify and escalate priority issues. Handle certificate maintenance and online banking inquiries. Resolve member concerns properly and provide solutions to avoid escalations in all areas of member service. Possess extensive knowledge of all products and services by actively listening and determining the product that best fits the member's needs. Handle both consumer and business credit card applications.
• Bank Secrecy Act: Remain cognizant of and adhere to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

• High School Diploma/G.E.D. or equivalent. 1+ years' combined experience to include inbound phone experience and financial services experience required. Previous sales experience preferred.
• Excellent Customer Service focus. Strong proficiency in relevant credit union products, offerings, and resources. General understanding of Online Banking and Business Credit Card products and procedures required. Must have proficient computer skills, including the ability to use Windows, Microsoft Word and Office. Ability to complete multiple tasks utilizing various databases concurrently is required. Strong communication and writing skills. Organizational skills required. Typing, computer, and ten-key required. Symitar experience strongly preferred.

Additional Information

• The pay range for this position is: $20.60 - $23.50 (S11) plus incentives, and 3% annual target bonus. Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.
• Benefits: Generous 401(k) match, 401k Discretionary Profit Sharing, Health Insurance, Dental Insurance, Vision Insurance, Life Insurance, Short Term and Long Term Disability, Health Savings Account with company contribution, Employee Assistance Program, Paid Vacation, Sick, Floating Holidays and Volunteer Time Off, Paid Holidays, Tuition Reimbursement, Paid Parental Leave. We anticipate this position to close on 07/29/2026.