Member Care Representative - Inbound Call Center

Job Description

Job Description

This hybrid role serves as a trusted resource for credit union members, delivering personalized, consultative service primarily through phone interactions. The representative is responsible for creating a positive, seamless experience by understanding member needs, resolving concerns with empathy, and guiding members toward financial solutions that support their goals.

Member Experience & Relationship Building

• Deliver exceptional, member-focused service by actively listening, demonstrating empathy, and building rapport in every interaction
• Serve as a trusted advisor by identifying member needs and recommending appropriate products, services, and solutions

Issue Resolution & Service Excellence

• Address member inquiries with a focus on first call resolution
• Handle sensitive or escalated conversations with professionalism, patience, and effective de-escalation techniques
• Advocate for members by resolving concerns while maintaining compliance with all policies and regulatory requirements

Transaction & Account Support

• Accurately and efficiently process financial transactions
• Assist with account maintenance activities such as balance inquiries, account updates, debit card services, and membership changes
• Support members with opening and closing deposit accounts and related services

Consultative Support & Financial Guidance

• Evaluate member financial needs and provide guidance aligned with their goals
• Educate members on available products, digital tools, and self-service options to enhance their overall experience
• Exercise sound judgment when making decisions such as fee refunds within established guidelines

Team Collaboration & Continuous Improvement

• Partner with peers and leadership to foster a collaborative, service-oriented team environment
• Contribute to continuous improvement efforts by sharing feedback, identifying opportunities, and supporting best practices

Work Schedule

• Monday – Friday: 8:00 AM – 9:00 PM
• Saturday: 10:00 AM – 3:00 PM

Education & Years of Experience

• Minimum - High School or Equivalent
• Minimum - 1 Year Banking, Retail, Customer Service or Related
• Preferred - 1 Year Call Center within a Financial Services Environment

Compensation & Benefits:

Typical hiring range:‏‏‎ ‎ $22.00 per hour. Actual compensation will be determined using factors such as experience, skills & knowledge.

‎ Benefits: Alliant provides a benefits package including health care, vision, dental, and 401k with employer match including:

• Annual performance bonus
• Work from home up to 3 days a week
• Paid parental leave
• Employee discount programs
• Time off including paid personal and sick days
• 11 paid holidays
• Education reimbursement

*Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full-time, regular part-time, or temporary employment.

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.

The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.