Member Service Representative

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

📋 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-based applications) to provide accurate information, address inquiries, and fulfill requests from both member and non-member callers.

• Conduct necessary member verification, review accounts, relay company and credit union policies/procedures, and document interactions and outcomes in the relevant systems.

• Meet expectations for quality, schedule adherence, and productivity 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 support service requests, technical research, and issue resolution.

• Assist with specialized digital, card, or loan queues and process related transactions quickly and accurately.

• Additional responsibilities and opportunities include completing extra job-related projects and performing other tasks as assigned by management. Maintain high responsiveness by promptly answering emails and finishing all required annual training by 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.

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

• Banking and/or fraud experience is preferred.

• Previous experience in a leadership role such as team leader, mentor, coach, trainer, or supervisor is a plus.

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

• Demonstrated ability to meet performance goals.

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

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

• Excellent verbal and written communication skills.

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

• Highly organized and detail-oriented.

• Strong time-management abilities.

• Works effectively 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)