Member Service Representative

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

📋 Description

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

• Conduct necessary member verification, review accounts, communicate the company's and credit union's 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 environment.

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

• Assist specialized digital, card, or loan queues and process associated transactions efficiently 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 necessary annual training within specified deadlines.

• Stay informed of 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.

• Experience in banking and/or fraud is preferred.

• Previous roles as a team leader, mentor, coach, trainer, or supervisor are advantageous.

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

• Demonstrated ability to meet performance goals.

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

• Ability 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 with attention to detail.

• Strong time-management abilities.

• Thrives 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)