Member Service Representative

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

📋 Description

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

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

• Achieve quality standards, adhere to schedules, and meet productivity expectations within a queue-based contact center.

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

• Assist in specialized digital, card, or loan queues and process related transactions with efficiency and precision.

• Additional responsibilities may include completing extra job-related projects and performing other duties as assigned by management.

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

• Stay updated on current department policies and procedures by monitoring communications and updates.

⛳️ 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.

• Experience in direct customer engagement or relationship management is essential.

• Banking and/or fraud experience is preferred.

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

• Proficiency in using Microsoft Teams, Outlook, CRM platforms, and the ability 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 effective documentation and appropriate handoffs.

• Capability to work independently, prioritize tasks effectively, and maintain 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 skills.

• Works well within 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)