Member Service Officer

About the Role

Provide assistance across all Member Service Center (MSC) queues, supporting new knowledge and job functions during nesting periods. Emphasis is placed on delivering prompt, professional, helpful, and courteous member service while recommending financial products and services to meet member needs. Contribute to the growth of the credit union by achieving individual and business line goals through leadership activities.

Responsibilities

• Support all queues and contact channels in the MSC, resolving member interactions, escalations, and complex requests.
• Maintain knowledge of credit union services, policies, procedures, and MSC business unit functions.
• Provide prompt, professional, knowledgeable, and courteous member service.
• Actively participate in the Nesting Program by supporting new hires during their transition from classroom training to production (days 15–90).
• Deliver real-time quality support to specialists, addressing member escalations, misdirected, and mishandled calls.
• Lead member recovery support activities related to complaint management processes.
• Provide ongoing coaching and support to contact center employees to reinforce training concepts and address improvement areas.
• Recommend enhancements for MSC and organizational processes with a focus on member and employee experience.
• Support the introduction and integration of new call center disciplines, embracing innovative approaches to improve effectiveness and service quality.
• Perform other duties as assigned.

Requirements

• High school graduate or equivalent.
• Passion for helping people and building relationships to assist members in meeting financial goals.
• Strong communication and personnel management skills.
• Ability to ask open-ended questions, problem-solve, and provide solutions.
• Tenure: Performance must meet or exceed expectations as stated on the Employee Success Profile and/or employee evaluation. Directly related work experience or accelerated training may substitute for tenure.

Pay

Starting base salary range: $57,484 – $90,230 annually, determined by candidate experience, qualifications, education, and local/state wage requirements. New hires typically fall between the minimum and midpoint of the range.

Benefits

• Short-term and long-term incentives.
• Comprehensive medical, dental, and vision insurance with HSA and FSA options.
• 401(k) plan with a 5% match.
• Employee Assistance Program (EAP).
• Life and disability coverage.
• Voluntary cash benefits for accident, hospitalization, and critical illness.
• Tuition reimbursement.
• Generous leave programs, including Paid Time Off accrual, Paid Sick Leave, and Paid Holidays.