Member Service Support Specialist

Role Overview

This remote position is focused on providing outstanding support to members and prospective members of the credit union. The role centers on creating a service experience that is personal, straightforward, and valuable by handling inquiries mainly through virtual channels. You will respond to requests, complete accurate financial transactions, resolve a broad mix of account and service questions, and guide members toward products and services that align with their needs. The organization is seeking someone who works well without close supervision, stays organized, and maintains strong productivity while working independently. Although the role is remote, candidates who can reach a branch within the credit union network in a reasonable amount of time are preferred.

Key Responsibilities

• Provide high-quality service to members and non-members through phone, email, chat, online banking messages, and video-based interactions.
• Support a variety of financial service needs, including completing transactions, helping with debit card issues, assisting with online banking access, reviewing accounts for possible fraud, handling fee reversal requests, placing check orders, and processing loan or credit card payments.
• Explain credit union offerings such as deposit products, lending options, and electronic services so members can make informed decisions.
• Work with internal partners such as Retail Branch and Fraud teams to solve issues, report suspicious activity, and help ensure compliance with operational, regulatory, and technology-related standards.
• Take on additional tasks as needed to improve the member experience, support efficiency, and contribute to the credit union’s overall success.

Qualifications

• A high school diploma or equivalent is required.
• One to two years of post-secondary education in a business-related field, or an equivalent mix of education and experience in retail, sales, or technology, is preferred; credit union or banking experience is especially desirable.
• Strong speaking and writing skills, with the ability to explain information clearly, prepare professional correspondence, and communicate confidently across multiple channels.
• Excellent customer service ability, including active listening, empathy, patience, and a calm, positive approach during busy or difficult interactions.
• Strong critical thinking and problem-solving skills, with careful attention to accuracy when handling transactions, confirming details, and documenting member conversations.
• Ability to remain self-motivated, well organized, and productive in a remote setting while meeting quality and performance expectations.
• Intermediate to advanced knowledge of Windows, Microsoft Office applications (Word, Excel, PowerPoint, Outlook), Adobe Acrobat, and database tools, along with the ability to learn new technology quickly.

Schedule

The standard schedule is Monday through Friday from 8:00 a.m. to 5:30 p.m., with rotating Saturdays from 8:20 a.m. to 12:00 p.m.

Compensation

This is a full-time hourly role. The starting pay range is $19 to $22 per hour, with pay based on experience.

Benefits

• Medical, dental, and vision plan choices
• Health Savings Account and Flexible Spending Account options
• 401(k) plan with a competitive employer match
• Paid time off, paid holidays, personal time, and paid volunteer time
• Development time and tuition reimbursement
• Employer-paid life insurance, short-term disability, and long-term disability coverage
• Optional life, critical illness, accident, and hospital indemnity coverage
• Paid parental leave
• Annual discretionary profit-sharing bonus

Equal Opportunity Statement

The employer is an Equal Employment Opportunity organization and welcomes applicants from diverse backgrounds. Hiring, training, promotion, compensation, and other employment decisions are based on job-related qualifications and skills. Employment decisions are made without discrimination based on race, color, religion, marital status, age, national origin, ancestry, disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other legally protected status.

Application Support

If you need help with the application process, you may contact Human Resources at 1-800-296-8871.