Member Support Specialist I - Remote (Must reside within commuting distance of Middletown, PA office

Description

The Member Support Specialist I is responsible for providing a world-class, seamless experience for our credit unions by supporting all aspects of operations in receiving and processing inquiries, concerns, requests and grievances through phone, chat and email. The daily functions include providing account information, troubleshooting issues, processing transactions, compiling billing, handling account changes and closures and maintaining member files with precision and accuracy.  

This full-time position is primarily work from home and is based out of Middletown, PA. Candidate must reside within commuting distance of our Middletown, PA campus to perform periodic onsite tasks on a rotating basis, attend training(s), meetings, cultural events or technical support.

Requirements

The candidate must have the following:

• Self-Management Skills - Ability to work independently, follow through on tasks with minimal direction, to perform a variety of duties, often changing from one task to another and use effective organizational and time management skills to complete tasks amid frequent interruptions, distractions and a fluctuating workload.
•  Interpersonal Skills - Strong interpersonal skills are required to perform this job well. Ability to effectively communicate, interact and work with a variety of individuals and groups, listen well, understand and show empathy for others while simultaneously solving problems and making decisions under pressure. 

Primary responsibilities include:

• Independently research, troubleshoot and support Zephyr, EFT, Tranzcapture and Electronic Bill Payment issues such as password resets, site navigation, creation of new users and modification or termination of existing users and browser settings.
• Independently research, troubleshoot and support Electronic Bill Payment (EBP) issues with subscriber bill payments including cancellation of payments for reasons such as fraud, increasing payment limits, verifying payments and obtaining check copies. 
• Support Tranzcapture by answering questions and escalating more in-depth questions. Provide details for corporate transactions posting to accounts including ACH originator contact information. 
• Ensure all work performed adheres to applicable regulations and complies with departmental policies, risk avoidance standards, and service level agreements. 
• Process all member deposits, withdrawals, account transfers and large dollar outgoing wire transfers accurately and quickly to support our mission of excellent service. Including validating balance requirements are being met, holds are being placed on funds and penalties are being assessed. Correct and follow-up with members in a timely manner to advise them about errors or problems with a transaction. 
• Process and store all new membership agreements. Open new checking and savings accounts, including sub accounts, and ensure all steps are followed for complete and accurate account set up and accurately complete third-party audit requests.
• Answer member calls, emails and chats in a prompt and courteous, professional manner. Transfer calls to appropriate departments and staff using a consultative approach. Follow up on open issues frequently and confirm resolution meets or exceeds expectation and satisfaction.
• Process account maintenance accurately. Distribute information to internal departments for further action to be taken. Respond to credit unions notifying them of completion of request and additional action items as applicable. 
• Act as a liaison for credit union mergers and acquisitions by assisting with service terminations and account closures. Complete all annual compliance requests submitted directly from credit union or third-party vendor management providers. Properly record and store all related documentation in CRM and member file in accordance with departments procedures for all of the above duties.

Seeking candidates with:

• Associate’s degree or two-year certificate and/or two years of related credit union, banking, financial, or customer service experience or equivalent combination of education and experience.
• Proficient knowledge in Microsoft Office Suite of applications (Outlook, Office 365, Word, Excel), and all web browsers.
• Basic level of PC technical skills to be able to troubleshoot issues related to browsers, mobile devices, etc.
• Knowledge of Salesforce, CRM, chat software, call center software, OSI, Zephyr, Aptys, Positive Pay, Electronic Bill Payment, and cView preferred.
• General knowledge in WebEx and Zoom.

Other Knowledge, Skills, and Abilities:

• Knowledgeable in Positive Pay, Electronic Bill Payment, ACH, Domestic Wires, International Wires, Foreign Check Collection, Cash Services, Member Share Drafts, Paymoli and Tranzcapture preferred.
• Proficient analytical skills to research and solve problems in a fast-paced environment.

Salary Range: Starting at $23.00 Per Hour

Work Schedule: Monday - Friday, 9:00 a.m. - 5:00 p.m.

The Benefits:

• Complete health benefits package (medical, prescription, dental, vision)
• Excellent 401(k) program
• Fully paid life insurance and disability benefits
• 11 paid holidays; 18 PTO days (PTO increases based on tenure)
• Tuition reimbursement
• Community Volunteer Leave

The Company:

Vizo Financial Corporate Credit Union’s goal is to accelerate credit union success through proven INSIGHT, unmatched EXPERTISE and trusted PARTNERSHIPS. It is a state-chartered corporate credit union that serves CUSOs, leagues, chapters and more than 1,100 credit unions in the U.S. and Canada. Vizo Financial provides money management, payments, technology, risk management and people development solutions.

Vizo Financials' story is simple, because we have only one simple goal: to help our member credit unions succeed. Join us to make a difference in the credit union movement. Stay because you are valued, respected, and cared for.

Vizo Financial has received the Gallup Exceptional Workplace Award (GEWA) two years in a row. This award was received in 2023 and 2024 and recognizes the most engaged workplace cultures in the world. It was Vizo Financial is one of only a handful of companies to receive the honor.

Why Should You Apply?

• Employee-focused company
• Competitive salary and benefits package
• Professional development opportunities

Don't meet every single requirement?

At Vizo Financial we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience doesn’t align perfectly with every qualification in the job posting, we encourage you to apply anyway. You may be just the right candidate for this or other roles.