Member Service Representative - Contact Center

Job Overview

This role supports the mission of the United States Senate Federal Credit Union to enhance the financial health of its members by providing secure, sustainable financial solutions tailored to every stage of life. The position emphasizes a culture of trust, respect, honesty, innovation, and collaboration embodied by the S.T.R.I.V.E values.

Core Responsibilities

• Deliver courteous, professional, and high-quality service to members and teammates while representing the credit union with integrity and efficiency.
• Effectively manage multiple computer systems while engaging with members via phone, email, chat, or in-person, performing account updates such as address or name changes and solving member issues promptly.
• Conduct consultative discussions with members to assess their financial needs and recommend suitable products and services, including accurately opening new accounts.
• Ensure minimal errors by promptly addressing and correcting exceptions.
• Provide clear and correct information concerning accounts, applicable policies, and regulations, supporting members with electronic transactions and resolving discrepancies.
• Participate actively in trainings, meetings, and promotional activities to support team and organizational goals.
• Collaborate with other departments and team members to resolve member concerns and uphold a cooperative spirit reflecting the 'Better Together' philosophy.
• Adhere to all relevant regulations and policies including NCUA rules, credit union bylaws, confidentiality standards, and compliance with banking and fair lending acts.

Additional Duties

Perform other tasks as assigned by leadership.

Qualifications

• Education: Bachelor’s degree preferred; high school diploma or equivalent with at least one year experience in a call center or customer service setting is acceptable.
• Experience with consumer lending or account opening in financial institutions is advantageous but not mandatory.
• Proficiency with PC applications, particularly MS Word and Excel, is required.
• Excellent multitasking, organizational skills, and meticulous attention to detail are essential.
• Strong interpersonal communication skills with the ability to engage members through various communication channels and tailor advice to individual financial circumstances.

Work Location and Benefits

This position is remote with eligibility restricted to certain states: Maryland and District of Columbia with salary range $47,772 to $71,658 annually; Virginia, Connecticut, North Carolina, South Carolina, Louisiana, Texas, Florida; Chicago, Illinois ($43,088 to $64,633); Somerville, Massachusetts ($45,899 to $68,848).

Comprehensive benefits include medical, dental, vision insurance, 401(k) retirement plan, incentive bonuses, 12 paid holidays, 15 vacation days, 9.75 sick days, flexible spending accounts, life insurance, commuting benefits, and tuition reimbursement.

Equal Opportunity

The employer is committed to equal opportunity employment regardless of race, gender, disability, veteran status, or any other protected class under law.