Member Service Representative (Level 1)

About the role

As a Member Service Representative, you will serve as the first point of contact for members by providing exceptional customer service and assisting with a variety of account-related inquiries. This is a fast-paced, inbound call center environment where you will help members navigate their financial needs while delivering a positive member experience. Training is fully remote in Dallas, TX; candidates must reside within 60 miles of the Dallas hub in North Richland Hills, TX. The position is hybrid, with remote training and occasional on-site work as needed.

Responsibilities

• Handle a high volume of inbound member calls regarding account services and banking products.
• Assist members with account inquiries, debit card requests, balance transfers, account maintenance, and general banking needs.
• Research and resolve member concerns while providing accurate and timely information.
• Navigate multiple computer systems simultaneously while documenting interactions.
• Maintain compliance with banking policies, procedures, and regulatory requirements.
• Identify opportunities to provide additional products or services that meet member needs.
• Deliver a positive member experience by demonstrating professionalism, empathy, and problem-solving skills.

Skills & Qualifications

• Minimum 1 year of customer service experience.
• Experience working in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong computer skills with the ability to navigate multiple systems simultaneously.
• Problem-solving and conflict-resolution abilities.
• Comfortable working in a high-volume call environment.
• High School Diploma or GED required.
• Ability to receive and apply coaching and feedback.
• Strong attendance and reliability.

Schedule

• Flexible schedules available.
• Typical shift examples:
  • 10:00 AM – 7:30 PM CST
  • 11:30 PM – 9:00 PM CST
• Must be available to work one weekend day as part of a rotating schedule.

Pay

$22.25/hour. Overtime opportunities available. Contract-to-Hire opportunity with long-term career growth potential at a Fortune 100 Financial Institution.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)