Member Service Representative

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Handle a high volume of incoming calls while demonstrating strong technical skills to navigate various systems (telephony platform, account servicing tools, CRM, knowledge base, and web applications) to deliver precise information, address inquiries, and fulfill requests for both member and non-member callers.

• Conduct necessary member verification, examine accounts, convey company and credit union policies/procedures, and log interactions and outcomes in the appropriate systems.

• Achieve quality, schedule adherence, and productivity targets within a queue-based contact center.

• Collaborate with management, vendors, and credit union partners to resolve complex issues and escalations through email and internal messaging tools to assist with service requests, technical research, and problem resolution.

• Provide support for specialized digital, card, or loan queues and accurately process related transactions efficiently.

• Undertake additional job-related projects and carry out other duties as assigned by management.

• Ensure high responsiveness by promptly answering emails and completing all mandatory annual training by their designated deadlines.

• Stay informed about current department policies and procedures by keeping up with updates and communications.

⛳️ Requirements

• A minimum of 5 years of work experience or a combination of relevant professional experience and education (Associate's Degree or higher) or applicable certifications may be considered.

• Direct customer engagement or relationship management experience is essential.

• Banking and/or Fraud experience is desirable.

• Prior experience as a team leader, mentor, coach, trainer, or supervisor is advantageous.

• Familiarity with Microsoft Teams, Outlook, CRM platforms, and the capability to navigate multiple systems and applications simultaneously is preferred; dual monitors are a plus.

• Demonstrated ability to achieve performance goals.

• Strong de-escalation skills, including clear documentation and appropriate handoffs.

• Ability to work autonomously, prioritize tasks, and sustain productivity.

• Excellent verbal and written communication abilities.

• Comfortable working in a fast-paced, high-volume environment while ensuring accuracy, professionalism, and compliance.

• Highly organized and detail-oriented.

• Strong time-management capabilities.

• Well-suited to a structured, procedure-driven environment.

🏝️ Benefits

• Medical, dental, and vision insurance

• Paid time off (PTO) starting at 20 days in your first year

• Up to 11 paid holidays per year

• 401(k) with employer match and discretionary contribution

• Employee referral program

• Employee assistance program (EAP)

• Health & wellness program

• Life and AD&D Insurance

• Accidental Injury, Critical Illness and Hospital Care Insurance

• Peer-to-peer recognition program

• Employee Discount Program

• Fully remote (work from home)