Member Services Specialist I (Contact Center)

Member Services Specialist

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.

The Member Services Specialist will provide exceptional member experience in all delivery channels. Implement the Credit Union's Sales and Service standards by offering products and services to improve members' financial position. Display a great, positive attitude and the drive to succeed.

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 satisfactory knowledge of Credit Union products, services, policies and procedures, including promotions and special offers, during member and employee interactions.
• Assist existing and potential members by providing quality service and information in a pleasant, professional, and efficient manner via telephone, electronic communication (email, fax, web chat, video banking), 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 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.
• Maintain the privacy and confidentiality of Credit Union members and employee account and business information.
• Identify and communicate areas for continual improvement of business processes to support efficiency.
• Any other duties and/or responsibilities as assigned.

Who You Are:

• 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.
• Must demonstrate teamwork by working flexible hours and providing staffing support to other USALLIANCE locations as requested.
• High school diploma or equivalent.
• Previous contact center experience preferred.
• 6 months sales experience in a retail or financial environment is preferred.
• Minimum of 6 months of experience in a customer service or customer facing role.
• Adequate secure workspace required for hybrid remote work eligibility.

What We Offer:

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

In the spirit of pay transparency, we are excited to share the base hourly range for this position is $21.00 - $23.00, 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.