Call Center-Member Service Representative II

Call Center-Member Service Representative II Full-time Compensation: USD 20.6 - USD 23.5 - hourly 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! This position is projected to start 08/31/2026 and requires 5 weeks of mandatory paid training at our Headquarters in Colorado Springs, Colorado. This is an in-office position based out of our Headquarters in Colorado Springs. This is not a remote eligible position. Required availability for this position is Monday through Friday, 7:00 am to 6:00 pm (shift will vary within these hours) and Saturdays from 8:00 am to 3:00 pm. The Member Service Rep II will 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 Answer incoming calls from members, accurately answer inquiries and troubleshoot problems. Verify members using the processes and procedures in place, minimizing fraudulent activity, and identify and elevate priority issues. Higher skillset required to perform certificate maintenance and handle all online banking inquiries. Resolve member concerns properly and provide solutions to avoid escalations, and determine the product that best fits 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, obtain the skillset to submit both consumer and business credit card applications. Maintain knowledge and remain current through on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element daily to deliver world-class service to members. Adhere to Ent policies, procedures, and regulations pertaining to the Bank Secrecy Act. Qualifications High School Diploma/G.E.D. or equivalent. 1+ years combined experience including inbound phone experience and financial services experience. Technical or Specialized Knowledge/Skills Strong proficiency in relevant credit union products, offerings, and resources. General understanding of Online Banking and Business Credit Card products and procedures. Proficient computer skills, including Windows, Microsoft Word, and Office. Ability to complete multiple tasks using various databases concurrently. Strong communication and writing skills. Organizational skills. Typing, computer, and ten-key required. Symitar experience strongly preferred. The pay range for this position is: $20.60 - $23.50 (S11) plus incentives, and 3% annual target bonus. Benefits Generous 401(k) match 401k Discretionary Profit Sharing Health 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 We anticipate this position to close on 07/29/2026. #J-18808-Ljbffr