Call Center-Member Service Representative II

Call Center-Member Service Representative II

Ent Credit Union and Wings Credit Union joined forces in January 2026. This merger means more opportunities, expanded resources, and a shared commitment to delivering exceptional member service. Together, we become more empowering members, communities, and teams through a bold, unified future. Both organizations bring a strong legacy of member satisfaction, operational excellence, financial stability, and community impact. Recognized locally and nationally as best-in-class financial institutions and employers of choice, each is known for its commitment to financial well-being and philanthropic leadership. Join us during this transformative time and be part of shaping the future of banking!

Job Description

Shift: Monday - Friday 8:00AM - 5:00PM (November - March the hours will be 9am-6pm for Daylight Savings time). Hours will be 7am-4pm during first 3 weeks for training.

The Member Service Representative II must provide accurate information regarding member inquiries while actively cross-selling and educating members on Credit Union products and services. Outstanding service must be delivered while remaining professional, responsive, and encouraging. In addition, this role is responsible for understanding and complying with credit union policies/procedures and industry regulations while seeking to protect the assets of members and the credit union. Essential Functions

• Member Sales & Service: In order to build and retain member relationships, the representative must answer incoming calls from members, accurately answer inquiries and troubleshoot problems. Members must be verified using the processes and procedures in place, minimizing fraudulent activity. Representative possesses the skill to identify and escalate priority issues. A higher skillset is required to perform certificate maintenance and handle all online banking inquiries. MSR II is expected to resolve member concerns properly and provide solutions to avoid escalations in all areas of member service. The representatives must have extensive knowledge of all products and services by actively listening and determining the product that best fit the member's needs. Products and services include but are not limited to: investment services, online banking and credit cards. In the area of credit cards, the representative will obtain the skillset to submit both consumer and business credit card applications.
• Knowledge: Maintains knowledge and remains current in the position by taking a proactive approach with participating in on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position

• High School Diploma/G.E.D. or equivalent.
• 1+ years' combined experience to include inbound phone experience and financial services experience. Required
• Sales experience. preferred

Technical or Specialized Knowledge/Skills:

• Excellent Customer Service focus.
• Strong proficiency in relevant credit union products, offerings, and resources.
• General understanding of Online Banking and Business Credit Card products and procedures required.
• Must have proficient computer skills, including the ability to use Windows, Microsoft Word and Office.
• Ability to complete multiple tasks utilizing various databases concurrently is required.
• Strong communication and writing skills.
• Organizational skills required.
• Typing, computer, and ten-key required.
• Symitar experience strongly preferred.

Additional Information

The pay range for this position is: $20.60 - $23.48 (S11). Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity. This position is eligible for a monthly incentive plan.

BENEFITS:

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave