Member contact Specialist I

Help Members Anytime, Anywhere

At TLC Community Credit Union, we believe in helping people achieve their financial goals through exceptional service and meaningful relationships. We're looking for a motivated, member-focused professional to join our team as a Member Contact Center Representative.

In this role, you'll serve as a primary point of contact for our members through phone, chat, and digital banking channels. You'll help members navigate their accounts, resolve issues, recommend products and services that fit their needs, and create a positive experience without requiring a branch visit.

If you enjoy helping others, solving problems, and building relationships in a fast-paced virtual environment, we'd love to hear from you.

What You'll Do

• Deliver exceptional service to members through telephone and online chat interactions.
• Assist members with account maintenance, online and mobile banking services, remote deposit capture, debit card services, and other credit union products.
• Identify member needs and recommend products and services that enhance their financial well-being.
• Resolve member questions and concerns while ensuring a positive experience.
• Process transactions accurately and efficiently using multiple systems and applications.
• Maintain confidentiality and security of member information at all times.
• Collaborate with branch teams and internal departments, including Risk Management, Payments, and Lending, to provide seamless member support.
• Support digital banking adoption by helping members complete transactions remotely.
• Maintain knowledge of credit union products, services, policies, and procedures.
• Adhere to all regulatory requirements, including Bank Secrecy Act (BSA) and Customer Identification Program (CIP) guidelines.

What We're Looking For

Required Qualifications

• High school diploma or equivalent.
• Up to one year of customer service, financial services, contact center, retail banking, or related experience.
• Strong verbal and written communication skills.
• Ability to work independently with minimal supervision.
• Strong problem-solving and member service skills.
• Ability to accurately type and navigate multiple computer applications simultaneously.
• Basic proficiency with Microsoft Word and Excel.
• Experience in a financial institution, contact center, or member service environment.
• Ability to remain professional, patient, and resourceful while assisting members.
• Strong attention to detail and commitment to accuracy.
• Team-oriented mindset with a willingness to assist coworkers and adapt to changing priorities.
• Familiarity with online banking and digital fiancial services is a plus!

What Success Looks Like

• Consistently delivers outstanding member experiences.
• Processes transactions accurately and efficiently.
• Identifies opportunities to connect members with beneficial products and services.
• Maintains compliance with credit union policies, procedures, and regulations.
• Contributes positively to a collaborative and service-focused culture.

Why TLC?

At TLC Community Credit Union, we're committed to living our philosophy of People Helping People. We invest in our employees, encourage professional growth, and provide opportunities to make a meaningful impact on the lives of our members and communities every day.

Join a team that values service, teamwork, integrity, and continuous learning while enjoying the flexibility of an approved remote work environment.

Apply today and help make banking easier, more accessible, and more personal for our member

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person