Member Service Representative - Support Services

ABOUT ADVANCIAL

Advancial Federal Credit Union has been a trusted financial partner since 1937, providing a wide range of personal and business financial solutions to our members. With a focus on exceptional member service and innovative banking solutions, we've created a supportive workplace that thrives on teamwork and professionalism.

JOIN OUR TEAM!

As a Member Service Representative in Support Services, you will play a vital role in maintaining excellent communication and rapport with our members, assisting with their inquiries and transactions, and ensuring a seamless banking experience. This hybrid remote role allows for a blend of in-office and remote work, promoting flexibility while still ensuring member needs are met effectively.

Advancial Federal Credit Union is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

RESPONSIBILITIES

• Provide high-quality member service through various communication channels (phone, email, chat), resolving inquiries regarding accounts, transactions, and products.
• Process account transactions accurately and efficiently, including deposits, withdrawals, loan payments, and check orders.
• Assist members with online banking services, troubleshooting issues and guiding them through our systems.
• Evaluate member needs to identify opportunities for cross-selling credit union products and services.
• Maintain up-to-date knowledge of credit union products, policies, and changes in regulations.
• Handle member complaints with professionalism and empathy, striving for timely resolution.
• Document member interactions in the customer relationship management system for future reference and quality control.
• Participate in training and ongoing education to improve skills and product knowledge.

WORKING HOURS

This position requires flexible hours Monday – Friday between 7:30 AM and 6:30 PM and rotating Saturdays 9 AM and 1 PM.

COMPENSATION

The pay range for this position is $20.18-25.22 per hour and may vary based on experience and qualifications.

EDUCATION and EXPERIENCE

High school diploma or equivalent required; Associate's Degree preferred. A minimum of one year of customer service experience, preferably in the financial services industry, is strongly preferred.

SKILLS AND ABILITIES

• Exceptional communication skills, both verbal and written.
• Proficient in Microsoft Office Suite and familiarity with banking software.
• Strong problem-solving skills with the ability to think critically.
• Ability to work independently and as part of a team.
• Customer-focused attitude, with a commitment to service excellence.

EDUCATION and/or EXPERIENCE

Associates Degree (A.A.) or equivalent from two–year College or technical school;  and one year of banking or call center experience or equivalent combination of education and experience.