Member Service Representative - Support Services

About the role

At Advancial, we believe work should be meaningful and energizing. We're a passionate, collaborative team that values creativity, positivity, and the drive to make a real impact. We work hard, we have fun, and we show up every day ready to support each other and the members we serve.

Responsibilities

• Provide high-quality member service through various communication channels (phone, email, chat), resolving inquiries regarding accounts, transactions, and products
• Process account transactions accurately and efficiently, including deposits, withdrawals, loan payments, and check orders
• Assist members with online banking services, troubleshooting issues and guiding them through our systems
• Evaluate member needs to identify opportunities for cross-selling credit union products and services
• Maintain up-to-date knowledge of credit union products, policies, and changes in regulations
• Handle member complaints with professionalism and empathy, striving for timely resolution
• Document member interactions in the customer relationship management system for future reference and quality control
• Participate in training and ongoing education to improve skills and product knowledge
• Cultivate a positive, respectful, and collaborative culture across the organization—fostering strong relationships among staff, departments, branches, and external partners
• Champion a caring and inclusive environment for both employees and members, aligned with the Credit Union's mission and values

Working Hours

This position requires flexible hours Monday–Friday between 7:30 am and 6:30 pm and rotating Saturdays 9 am–1 pm. The role is based out of our Remote Operations Center at 100 E Royal Ln, Irving, TX 75039.

Compensation

This hybrid position's pay range is $20–$25 per hour and may vary based on experience and qualifications.

Requirements

• Associate's Degree (A.A.) or equivalent from two-year College or technical school; and banking or call center experience typically the level acquired after 1 year or equivalent combination of education and experience

Other Knowledge, Skills, and Abilities

• Basic understanding of banking products and services such as checking, savings, loans, and credit cards
• Familiarity with customer service principles and call center operations
• Experience using computer systems, CRM platforms, and multiple applications simultaneously
• Time management and organizational skills
• Problem-solving and critical thinking abilities

Benefits

• Comprehensive healthcare, life insurance, and 401(k) benefits
• 11 company holidays and three weeks of vacation
• Access to vacation homes in Destin, FL, and Breckenridge, CO—free for you and your loved ones, with only taxes to cover
• Employer contributions to your 401(k)
• Affordable pet insurance with employer contributions
• After one year, 80% tuition reimbursement
• Advancial Life Rewards program reimbursing up to $1,000 annually for unexpected expenses