Member Service Representative

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

📋 Description

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

• Conduct necessary member verification, assess accounts, communicate company and credit union policies and procedures, and document interactions and outcomes in the designated systems.

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

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

• Assist with specialized digital, card, or loan queues and execute related transactions swiftly and accurately.

• Undertake additional job-related projects and perform other responsibilities as assigned by management.

• Ensure high responsiveness by replying to emails promptly and completing all required annual training within their respective deadlines.

• Stay informed about current department policies and procedures by monitoring 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 required.

• Banking and/or fraud experience is preferred.

• Prior experience in a leadership role such as 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; experience with dual monitors is a plus.

• Demonstrated ability to meet performance goals.

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

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

• Excellent verbal and written communication skills.

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

• Highly organized and detail-oriented.

• Strong time-management abilities.

• Effective in 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)