Member Care Associate

Job Description

Job Description

Description:

As a Member Care Associate, you will deliver outstanding, professional service through phone and video interactions in a high-volume contact center. You’ll assist members with account inquiries, transactions, and product information while building strong relationships that drive satisfaction and loyalty.

What You’ll Do:

• Provide prompt, friendly, and accurate support for inbound and outbound member calls in both English and Spanish
• Assist with account inquiries, maintenance, and transactions while ensuring accuracy and efficiency
• Build relationships with members by identifying needs and recommending relevant financial products and services
• Deliver a seamless member experience by resolving issues and ensuring first-call resolution whenever possible
• Navigate multiple systems and tools to support member requests effectively
• Maintain up-to-date knowledge of products, services, policies, and regulatory requirements
• Protect member accounts by following security procedures and identifying potential fraud
• Handle escalated concerns with professionalism and collaborate with team members when needed
• Contribute to individual and team performance goals

You’ll play a key role in creating positive, lasting impressions and helping members feel confident in every interaction.

Location: Flexible (Onsite or Hybrid Remote based on business needs)

Schedule: Monday–Friday (8:00 AM – 6:00 PM) + rotating Saturdays (9:00 AM – 4:00 PM)

Requirements

What We’re Looking For:

Education & Experience:

• High school diploma or GED required
• 1–3 years of call center experience OR 2–3 years of customer service experience in a service-focused environment

Skills & Abilities:

• Strong communication skills with a consistently positive and professional phone presence
• Ability to work efficiently in a fast-paced, high-volume environment
• Attention to detail and accuracy in handling transactions and member information
• Solid math skills and ability to reconcile account details
• Proficiency with computers, web browsers, email, and standard business applications
• Familiarity with online and mobile banking platforms
• Ability to adapt to changing processes, systems, and business needs

What Sets You Apart:

• A passion for helping others and delivering exceptional service
• Strong problem-solving skills and the ability to think on your feet
• A collaborative mindset and a commitment to team success
• Personal values that align with being happy, helpful, honest, humble, and driven

Building tomorrow starts with you!

At Firstmark Credit Union, we’re working together with our members to build their tomorrow — and we do the same for our employees. From your first day, you’ll enjoy comprehensive medical, dental, and vision coverage, a dollar for dollar 401(k) match, and up to four weeks of paid time off to rest and recharge. We invest in your growth through education assistance, support your well-being with our Employee Assistance Program, and encourage you to make a difference with paid and unpaid volunteer opportunities.

Here, you’ll find more than a career — you’ll find purpose, belonging, and a community that cares.