Senior Member Care Agent

Posted on: 7/7/2026 - Application Deadline: 7/15/2026 Senior Member Care Agent Job Code 8313 • req5842 Delta Community Credit Union Administrative Office - Riverwood 100 • Full Time Job Description We invite you to join Delta Community Credit Union – where opportunity meets purpose. Our commitment to excellence has earned numerous industry awards and the trust of our employees, members, and the metro Atlanta community. Whether you are starting your professional journey or navigating the next step in your career, you will be part of one of Atlanta’s Best Places to Work. The Member Care Senior Agent is responsible for coaching, mentoring, and providing support to the Member Care Center. This position supports leadership and staff to ensure operational excellence and superior member service. The qualified candidate must be able to solve escalated member service issues, overcome obstacles, and render sound solutions. They must communicate effectively with team members, other departments, and Delta Community Credit Union members. The Senior Agent may spend an average of 50% of their day handling Member Care calls. They must be proficient in all Member Care skills and be willing to work a full‑time schedule with shifts from 7 am to 8 pm, including evenings, Saturdays, and some holidays. Practices safety‑conscious behaviors in all operational processes and procedures. Position may offer work‑from‑home opportunities, pending specific performance and departmental needs. Essential Functions Spend an average of 50% of the workday handling Member Care calls Identify complex member needs, research issues, and provide solutions or alternatives Respond to inquiries on member accounts, including balance inquiries, transfers, payment processing, opening additional accounts, referrals, and cross‑sell products Supervise timely response to secured messages and monitor call queues Assist with generating operational reports Maintain strong communication between management, the contact center, and other business partners Respond to and resolve escalated member complaints and inquiries Show strong commitment to teamwork, creative energy, and reliability Provide a consistent, courteous, and positive member service experience internally and externally Lead the team by acting as a role model in performance, conduct, and subject‑matter expertise Be flexible with scheduling around the needs of the contact center Follow through with long‑ and short‑term goals Manage daily operational activities, coach, and monitor day‑to‑day work of team members Assist with the management of special and recurring projects as needed Meet production and quality expectations, including average talk time, hold time, after‑call work, quality assurance, and schedule adherence Maintain proficiency in all Member Care skills Other This description reflects management’s assignment of essential functions and does not prescribe or restrict tasks that may be assigned This job description is subject to change at any time Job Qualifications Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future. Required Minimum Qualifications High School diploma or equivalent 1+ years of customer service and/or sales experience Strong problem‑solving skills and data analysis abilities Strong knowledge and proficiency of MCC processes and systems (Symitar, MSP, CATS, Candescent, Meridian Link, Partner Care, POP) Strong interpersonal and communication skills Ability to multi‑task in a fast‑paced and diverse environment Excellent organizational and time‑management skills Detail oriented and able to work with minimum supervision Promote a collaborative, cooperative, and productive working environment Perform essential job functions, including the ability to sit approximately 8 hours a day Demonstrate knowledge of credit union products, services, systems, policies, and procedures Comply with all credit union policies and procedures, including those related to the Bank Secrecy Act Preferred Qualifications Bachelor’s Degree in Business or a related field 2+ years of customer service and/or sales experience 1+ years of contact center operational experience 1+ years of leadership experience 1+ years of call center software experience (workforce management, call recording, Avaya) Advanced knowledge of Excel Employee Benefits Medical, Dental and Vision Coverage Basic Life and Accidental Death & Dismemberment Insurance, Long‑Term Disability, Employee Assistance Program and MyAdvocate Supplemental Insurance or Voluntary Insurance 401(k) Plan with Company Match Vacation, Holidays and Personal Time Off Paid Maternity and Paternity Leave Pre‑tax Health and Dependent Care Spending Accounts Benefit Choice Program Health Reward Dollars Discount on Gym Reimbursement and Identity Theft Programs Legal Services #J-18808-Ljbffr Delta Community Credit Union