Member Care Representative - Inbound Call Center

Job Title

This hybrid role serves as a trusted resource for credit union members, delivering personalized, consultative service primarily through phone interactions. The representative is responsible for creating a positive, seamless experience by understanding member needs, resolving concerns with empathy, and guiding members toward financial solutions that support their goals.

Member Experience & Relationship Building

Deliver exceptional, member-focused service by actively listening, demonstrating empathy, and building rapport in every interaction. Serve as a trusted advisor by identifying member needs and recommending appropriate products, services, and solutions.

Issue Resolution & Service Excellence

Address member inquiries with a focus on first call resolution. Handle sensitive or escalated conversations with professionalism, patience, and effective de-escalation techniques. Advocate for members by resolving concerns while maintaining compliance with all policies and regulatory requirements.

Transaction & Account Support

Accurately and efficiently process financial transactions. Assist with account maintenance activities such as balance inquiries, account updates, debit card services, and membership changes. Support members with opening and closing deposit accounts and related services.

Consultative Support & Financial Guidance

Evaluate member financial needs and provide guidance aligned with their goals. Educate members on available products, digital tools, and self-service options to enhance their overall experience. Exercise sound judgment when making decisions such as fee refunds within established guidelines.

Team Collaboration & Continuous Improvement

Partner with peers and leadership to foster a collaborative, service-oriented team environment. Contribute to continuous improvement efforts by sharing feedback, identifying opportunities, and supporting best practices.

Work Schedule

Monday Friday: 8:00 AM 9:00 PM Saturday: 10:00 AM 3:00 PM

Education & Years of Experience

Minimum - High School or Equivalent Minimum - 1 Year Banking, Retail, Customer Service or Related Preferred - 1 Year Call Center within a Financial Services Environment

Compensation & Benefits: Typical hiring range: $22.00 per hour. Actual compensation will be determined using factors such as experience, skills & knowledge. Benefits: Alliant provides a benefits package including health care, vision, dental, and 401k with employer match including: Annual performance bonus Work from home up to 3 days a week Paid parental leave Employee discount programs Time off including paid personal and sick days 11 paid holidays Education reimbursement *Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full-time, regular part-time, or temporary employment.