Member Solutions Specialist I

Works with prospective and existing Members in a high-volume contact center environment to provide assistance with routine inquiries. Leverages multiple systems and applications to handle inbound calls, ensuring an exceptional Member experience by aligning product and service solutions that drive loan sales, deposit growth, and Member engagement. Maintains up-to-date knowledge of all related products, services, and promotions to create cross-sale opportunities based on Member needs.

This role is eligible for a language stipend of $200/monthly after 90 days of employment.

Pay

$19.00 - $22.72/hr. Final salary is dependent on a candidate’s experience and qualifications.

Responsibilities

• Responds via phone, email, or secure message to routine Member inquiries regarding account(s), including but not limited to account inquiries (Consumer, Business, Trusts, etc.), transfers, loan payments, loan applications, plastic card issues, online banking technical support, overdrafts, fee reversals, and research, while navigating through various systems.
• Approaches Member requests with a professional, positive attitude and executes transactions with a high level of security, accuracy, and attention to detail.
• Partners with external departments as a Member advocate to ensure inquiries are resolved in a timely manner.
• Builds, develops, and maintains relationships with Members to ensure a positive Member experience.
• Acts as the voice of the Member and recommends process improvements.
• Determines Member’s financial needs and recommends appropriate products and services.
• Creates cross-selling opportunities to meet department and individual sales goals while promoting teamwork.
• Remains familiar with available resources to respond to Members' requests, questions, and issues.
• Maintains an up-to-date and comprehensive knowledge of all credit union products, services, promotions, policies, procedures, rules, and regulations.
• Performs other duties as assigned.

Requirements

• High School diploma or equivalent.
• Three (3) years of customer service/sales experience, including one (1) year of banking or contact center experience.
• Availability: Monday - Friday 8am-5pm (flexible schedule Monday through Saturday as needed).
• Ability to work independently and in a team environment.
• Active listening, organization, and time management skills to accurately and effectively service Members.
• Ability to communicate clearly and effectively.
• Customer service-oriented with the ability to identify and meet Member needs.
• Ability to multitask in a fast-paced and changing environment.
• Skilled in navigating multiple screens and applications and adapting to new technologies.
• Ability to exercise initiative and use good judgment.
• Knowledge of credit union products and services, policies and procedures, and state and federal regulations.
• Must comply with all aspects of the Bank Secrecy Act (BSA).

Skills

• Composure
• Customer Focus
• Conflict Management
• Approachability
• Learning on the Fly
• Functional/Technical Skills

Working Conditions

• Job requires sitting for extended periods of time.
• No heavy lifting required.

Benefits

• Health Coverage – Medical, dental, and vision coverage for you and your dependents. Additional benefits include life insurance, flexible spending accounts, pet insurance, Team Member Assistance Program (EAP), and Corporate Care Solutions (Backup Child and Adult Care Services).
• Paid Time Off and Holidays – Generous paid time off, sick days, paid holidays, and 16 hours of paid time to participate in our community volunteer program. Enhanced paid military leave and paid maternity/paternity leave.
• Retirement Savings – Generous 401k Plan.
• Development Activities – Job Shadowing, Personal Development Plans, and a 40+% annual internal promotion rate.
• Tuition Reimbursement – 100% tuition coverage towards an online Bachelor’s or Master’s Degree through the University of Arizona Global Campus for eligible full-time employees.

About Us

At Vantage West, we pride ourselves on fostering a vibrant learning environment where curiosity and growth are at the heart of everything we do. Together, we are not just building a successful company; we are cultivating a community where everyone can thrive.