Member Service Representative

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

📋 Description

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

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

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

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

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

• Undertake additional job-related projects and perform other duties as delegated by management.

• Maintain high levels of responsiveness by promptly answering emails and completing all required annual training within specified 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 taken into consideration.

• Direct customer engagement or relationship management experience is essential.

• Banking and/or Fraud experience is preferred.

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

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

• Demonstrated ability to meet performance targets.

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

• Ability to work independently, prioritize responsibilities, and maintain productivity levels.

• Excellent verbal and written communication skills.

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

• Highly organized and detail-oriented.

• 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)