Member Service Center Representative I (73277)

About the role

The Member Service Center delivers consistent, hospitality-driven member experiences across all virtual and digital service channels, including phone and remote engagement platforms. The Member Service Center Representative I serves as the primary point of contact for members, delivering exceptional service through every interaction while demonstrating the Credit Union’s SERVICE culture. This role provides consultative, relationship-focused service by actively listening to member needs, resolving inquiries efficiently, educating members on products and digital solutions, and identifying opportunities that support member financial well-being. Through professionalism, empathy, ownership, and sound judgment, this position builds trust, deepens member relationships, and supports members in achieving financial success.

Responsibilities

• Member Experience & Service Delivery
  • Delivers a hospitality-driven, member-first experience across all virtual and digital service channels.
  • Builds trust by providing consultative, relationship-focused service that anticipates member needs.
  • Resolves member inquiries efficiently while creating positive, personalized experiences.
  • Takes ownership of member issues from initial contact through resolution, ensuring timely follow-up and clear communication.
  • Uses each interaction as an opportunity to strengthen relationships, increase member engagement, and support financial well-being.
  • Educates members on products, services, and digital solutions to promote financial well-being.
  • Recognizes member needs and connects members with appropriate products, services, or internal resources.
  • Serves as a trusted advocate for members by listening carefully, understanding needs, and coordinating appropriate solutions.
  • Protects member information by following authentication and security procedures.
• Operational Excellence & Workflow Management
  • Strives to resolve member needs during the first interaction whenever possible, minimizing member effort and creating a seamless experience.
  • Meets established service level expectations.
  • Promotes adoption of digital tools and self-service solutions that enhance convenience, accessibility, and member engagement.
  • Accurately processes member transactions while maintaining compliance with policies and procedures.
  • Escalates complex issues through appropriate channels.
  • Maintains accurate documentation of member interactions.
  • Collaborates with internal departments to ensure timely resolution.
  • Adapts to changing workflows, priorities, and operational needs.
• Teamwork & Collaboration
  • Collaborates effectively with teammates and internal departments to ensure a seamless member experience.
  • Supports department initiatives and operational changes with flexibility and professionalism.
  • Contributes to a positive team environment.
  • Demonstrates accountability, adaptability, and a positive attitude in a fast-paced environment.
• Other Duties
  • Maintains compliance with applicable regulations, including but not limited to the BSA, Gramm-Leach-Bliley Act, and USA Patriot Act.
  • Ensures compliance with Credit Union standards and makes recommendations as needed.
  • Performs additional duties and responsibilities as assigned.

Requirements

• High school diploma or GED required.
• Minimum of one (1) year customer service experience; financial institution or contact center experience preferred.
• Experience supporting members or customers through multiple communication channels, including phone and digital platforms, preferred.

This position is eligible for a hybrid work schedule. The ability to work in a hybrid arrangement is based on work performance and the ability to create and maintain engaging work relationships.