Member Services Specialist II

Job Description

Job Description

About Us:

At USALLIANCE, we pride ourselves on innovation, teamwork, training and development and career planning. We are a unique members-first Credit Union Culture driven by our core Values: Trust, Collaboration, Achievement and Making a Difference. As part of our team, you will have the opportunity to grow both personally and professionally in an inclusive and supportive environment. Represent USALLIANCE in the community and form lasting relationships with our members and partners.

About This Role:

The Member Services Specialist II provides an exceptional member experience, independently handling most member needs and demonstrating growing confidence and knowledge. This role balances efficiency, accuracy, and proactive problem-solving while supporting less experienced staff when needed.

Schedule:

This is a full-time position and will be working 40 hours per week, an employee could be scheduled between the following hours.

• Monday - Friday, 8:00AM - 6:00PM
• Saturday, 9:00AM - 3:00PM (Saturdays will be required, at least once a month)

Key Responsibilities:

• Demonstrate a strong working knowledge of Credit Union products, services, policies, procedures, including promotions and special offers, during member and employee interactions.
• Independently assist existing and potential members by providing quality service and information in a pleasant, professional, and efficient manner via telephone or in person.
• Promptly and accurately perform member transactions and requests, including but not limited to balance inquiries, deposits, withdrawals, funds transfers, loan payments and advances, debiting and reimbursing fees, opening and closing accounts, placing card and check orders, submitting certificate account maturity instructions, setting up online and mobile banking, and submitting new membership and loan applications.
• Responsible for researching and resolving moderately complex member inquiries using all available resources to ensure proper follow-up and satisfaction.
• Demonstrate working knowledge and understanding of the Credit Union’s sales and service standards, and cross-sell Credit Union products and services during every eligible member interaction.
• Serve as a resource for Level I staff, sharing knowledge and guidance when needed.
• Maintain the privacy and confidentiality of Credit Union member and employee account and business information.
• Identify and communicate areas for continual improvement of business processes to support efficiency.
• Maintain a high level of professionalism and customer service etiquette in all interactions.
• Document member interactions, including the nature of inquiries, solutions provided, and any follow-up actions.
• Meet or exceed assigned operational performance goals (e.g., adherence to schedule, member satisfaction, quality assurance score).
• Stay updated on product knowledge and policies to provide accurate and up-to-date information to members.
• Any other duties and/or responsibilities as assigned.

Who You Are:

• High school diploma or equivalent required.
• Minimum of 2 years contact center experience
• Minimum of 1 year customer service experience
• Minimum of 1 year sales experience in a retail or financial environment preferred
• Previous banking or credit union experience strongly preferred
• Experience in Microsoft Word and Excel
• Strong analytical, organizational, and communication skills
• Work independently and cooperatively with other credit union team members and departments
• Strong communication and active listening skills
• Ability to adapt to changing processes and technologies
• Must demonstrate teamwork by working flexible hours and providing staffing support to other USALLIANCE locations as requested

What We Offer:

• Hybrid Schedule (min 3 days in office to maximize collaboration)
• Competitive salary and benefits package including 401K with 6% match
• Paid Time Off, Wellness Time & Paid Federal holidays
• Opportunities for professional development and career growth with exposure to mentorship from the executive team.
• A collaborative and inclusive work environment
• High Performance Culture that specializes in training to sharpen and expand skills brought to USALLIANCE.

Become a part of a team where your ideas are valued, your growth is supported, and your work makes a difference. Apply today and take the next step in your career with USALLIANCE.

EQUAL OPPORTUNITY EMPLOYER

USALLIANCE Federal Credit Union, as an Equal Opportunity Employer, values and supports the diverse cultures, perspectives, skills, and experiences within our workforce.

This job description is for informational purposes only and should not be construed as a complete listing of the job responsibilities and requirements. This job description may be modified at any time, for any reason, at the sole discretion of management.

At this time, USAlliance Federal Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e., H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).

If you need sponsorship now or in the future, look for this statement in the job description before you apply: “USAlliance Federal Credit Union will consider sponsoring a new, qualified applicant for employment authorization for this position”. If this is not listed in the job description, USAlliance Federal Credit Union will not provide sponsorship for the candidate to work in the United States.

It is unlawful for USAlliance to require or administer a lie detector test as a condition of employment or continued employment. In accordance with applicable state laws, an employer who violates this law shall be subject to criminal penalties and civil liability.

In the spirit of pay transparency, we are excited to share the base hourly range for this position is $23.00 - $26.57 , exclusive of fringe benefits or potential incentives. This position is also eligible for an annual corporate bonus. If you are hired at USALLIANCE Federal Credit Union, your final base salary compensation will be determined based on factors such as skills, education, and/or experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members as a part is any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring at the maximum of the range would not be typical to allow for future and continued salary growth. We also offer a generous compensation and benefits package.

All positions must adhere to standard BSA/AML policies, procedures, and processes. Employees must demonstrate awareness of business functions and how business decisions affect financial and/or non-financial work results.

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