Member Services Officer I (or II) - Hybrid

About the role

If you love connecting with people and are ready to grow your career in a company that invests in your success, this role is for you. The Member Services Officer I (or II) provides "wow" level service to both members and co-workers in a call center environment, personifying the credit union's Promise Principles of “Personal,” “Professional,” and “Proactive.”

What you'll do

• Achieves established goals for sales and member service rating (NPS) and sales/product goals
• Directs calls to appropriate personnel and adheres to standards of service quality and statistical performance measures during all member interactions
• Exercises strong verbal and written communication skills to explain Credit Union policies and resolve member concerns professionally
• Maintains up-to-date knowledge of all federal regulations related to loans and operations
• Participates actively in team meetings, contributing to new programs and methods to improve service delivery
• Provides assistance to members with financial needs (questions, transaction requests, complaints, etc.), helping select appropriate products and services
• Must consistently report to work on-time, as scheduled, and adhere to schedule adherence guidelines

Requirements

• Preferred: 4-year/Bachelor's Degree
• 24+ months of retail customer service experience
• Recent financial institution experience as a teller, new accounts representative, or in a call center role
• Working knowledge of the Microsoft Office suite; experience troubleshooting basic smartphone and web browser issues
• Strong verbal and written communication skills; superior customer service skills
• Ability to multi-task with attention to detail in a fast-paced, deadline-driven environment

Schedule

Hours vary by shift. The contact center is open:

• Weekdays: 7 a.m. – 7 p.m. (PT)
• Weekends: 9 a.m. – 3 p.m. (PT)

Pay & benefits

Pay range: $21.76 – $32.64/hr (base pay)