Member Service Support Specialist

We're looking for a Member Service Support Specialist who is passionate about delivering exceptional service to our members and potential members. In this role, you will create a personal, simple, and rewarding experience by responding to member inquiries—primarily through virtual platforms—and ensuring each interaction reflects our commitment to outstanding service. You will handle incoming calls, process financial transactions with accuracy, troubleshoot a wide range of member questions, and recommend credit union products and services that best meet member needs. The ideal candidate is self‑directed, organized, and consistently productive while working independently, ensuring members receive the same high‑quality experience regardless of location. This position is remote. However, we prefer candidates who can commute to a branch within the credit union network in a reasonable timeframe.

Key Responsibilities

Deliver exceptional service to members and non‑members through inbound phone calls, emails, chats, online banking messages, and video interactions.
Assist members with a wide range of financial needs, including executing transactions, resolving debit card issues, supporting online banking access, reviewing accounts for suspicious activity, processing fee‑reversal requests, placing check orders, and accepting loan or credit card payments.
Educate members and non‑members on credit union products and services, including deposit accounts, loan options, and electronic services to support informed financial decisions.
Collaborate with internal teams such as Retail Branch and Fraud departments to resolve member issues, report suspicious activity, and ensure compliance with industry, regulatory, and technological requirements.
Perform additional duties as assigned to support member experience, operational efficiency, and the overall success of the credit union.

Qualifications

High school diploma or equivalent required
One to two years of post-high school education in a business-related field, or a combination of education and experience in retail, sales, or technology, preferably in a credit union or bank.
Strong verbal and written communication skills with the ability to explain information clearly, draft professional correspondence, and engage confidently with members across multiple channels
Exceptional customer service skills demonstrated through active listening, empathy, patience, and maintaining a calm, positive demeanor during high‑volume or challenging interactions.
Strong analytical and problem‑solving abilities, with a focus on accuracy in processing transactions, verifying information, and thoroughly documenting member interactions
Ability to stay self‑directed, organized, and consistently productive in a remote work environment while meeting performance and quality standards
Intermediate to advanced proficiency with Windows, Microsoft Office (Word, Excel, PowerPoint, Outlook), Adobe Acrobat, and database applications, with ability to learn modern technology quickly

Schedule

Monday – Friday, 8:00 a.m. - 5:30 p.m.; rotating Saturdays, 8:20 a.m. - 12:00 p.m.

Wage & Hour Details

Full-time
This is a non-exempt position
Starting pay range: $19/hr - $22/hr., pay commensurate with experience

Benefits

Medical, dental and vision plan options
Health Saving Account and Flexible Spending Account options
401(k) with competitive company match
Paid time off, paid holidays, personal time, and paid volunteer time
Development time and tuition reimbursement
Company provided life insurance, short-term and long-term disability insurance
Voluntary benefits including life, critical illness, accident, and hospital indemnity coverage
Paid parental leave
Discretionary, annual profit-sharing bonus

Equal Opportunity Employer/Veterans/Disabled

Members Cooperative Credit Union (MCCU) is an Equal Employment Opportunity employer. We are committed to an inclusive organizational environment that encourages the full participation of all members of our diverse workforce and enables everyone to maximize their talents, skills, and abilities to serve our members. MCCU recruits, hires, employs, trains, promotes, and compensates individuals based on job-related qualifications and skills. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

For questions or, if you need assistance completing the application process, please contact 1-800-296-8871 and ask for Human Resources.