Member Services Representative

Member Services Representative

Job Description

The Member Services Representative delivers exceptional service to members in a call center environment, supporting a wide range of banking and financial inquiries by phone and email. This role focuses on resolving questions and concerns with urgency, accuracy, and professionalism while promoting products and services that deepen member relationships. The position requires strong customer service skills, the ability to handle multiple tasks, and comfort working with online systems, call center tools, and standard office technology.

Responsibilities

• Provide outstanding, member-centric service to build deep and lasting relationships.
• Answer general inquiries and perform account maintenance via phone and email channels.
• Resolve member requests and concerns with a strong sense of urgency, escalating issues in a timely and appropriate manner when needed.
• Take full ownership of member concerns by setting clear expectations, following up proactively, and ensuring timely resolution.
• Meet or exceed key performance indicators and critical metrics established for the call center environment.
• Research and resolve member problems under the guidance of senior team members or leads while continuously building knowledge and expertise.
• Identify opportunities to offer additional products, promotions, and services that may benefit members, and generate referrals that deepen member relationships.
• Maintain up-to-date knowledge of internal policies, procedures, and applicable regulations to ensure compliant and accurate service.
• Utilize available tools, systems, and resources to handle complex inquiries and provide clear, accurate information.
• Analyze information from member interactions and recommend practical operational improvements when appropriate.
• Communicate clearly and professionally, both verbally and in writing, with members, peers, and internal staff.
• Promote and participate in a cohesive, collaborative team environment by supporting colleagues and sharing knowledge.
• Demonstrate courtesy, tact, and diplomacy in all interactions with current and potential members and coworkers.
• Perform other related duties as assigned to support the overall success of the contact center and organization.

Essential Skills

• Minimum of a high school diploma.
• At least 1+ year of experience in call center customer service.
• Proven ability to deliver excellent customer service in a fast-paced environment.
• Strong verbal and written communication skills with a friendly, professional demeanor.
• Ability to organize and prioritize multiple tasks while maintaining attention to detail.
• Demonstrated ability to resolve requests with urgency and escalate issues appropriately and timely.
• Proficiency with Microsoft Office software and standard office equipment.
• Familiarity and comfort with online systems and other technology used in a call center setting.
• Ability to effectively use call center programs and tools (experience with call center software strongly desired).
• Capability to think creatively within policies and regulations to resolve member concerns.
• Skill in analyzing information and recommending realistic operational improvements.
• Strong sense of ownership and proactive approach to solving member concerns.
• Ability to promote and contribute to a cohesive team environment.
• Courtesy, tact, and diplomacy when working with members, peers, and staff.
• Member-focused mindset with a commitment to service excellence.

Additional Skills and Qualifications

• Some college coursework preferred; a degree is highly desirable.
• Experience in banking, financial services, or a similar regulated environment.
• Bilingual Spanish skills are a strong plus.
• Experience with call center-specific programs and technologies.
• Background in customer support roles that require problem solving and handling complex inquiries.
• Comfort working with multiple systems and screens simultaneously in a call center environment.

Work Environment

This role is based on-site in a call center environment within a credit union setting in Richland, Washington. You will work with standard office equipment, Microsoft Office, online systems, and call center technologies to support member needs. The center operates Tuesday through Saturday, between 8:00 a.m. and 6:00 p.m., and you will follow a schedule within these hours. New hires complete approximately six weeks of training, including four weeks of classroom-style instruction and two weeks of nesting with close support. After 90 days and based on performance quality and key performance indicators, team members may apply for work-from-home arrangements. After one year in the role, there are opportunities to move into other positions within the organization. The environment is collaborative, metrics-driven, and member-focused, with an emphasis on professionalism and consistent, high-quality service.

Job Type & Location

This is a Contract to Hire position based out of Richland, WA.

Pay and Benefits

The pay range for this position is $20.00 - $21.50/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Job Type & Location

This is a Contract to Hire position based out of Richland, WA.

Application Deadline

This position is anticipated to close on Oct 29, 2026.

Workplace Type

This is a fully onsite position in Richland,WA.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.