Member Support Specialist I

Job Overview
Contribute to operational efficiencies and enhance the member journey through direct support of front-line operations staff. Serve as a reference to front-line staff in dealing with complex member issues such as card processing, Individual Retirement Accounts, and disputed transactions.

Provide support to the membership in their use of all delivery channels offered by the credit union. Serves as the primary point of contact for members communicating with the credit union remotely. Methods of communication include telephone, email, and other electronic messaging.

Assists in the back-office processing of the credit union’s electronic services (ACH, Debit, Wire, etc.).

Represent the credit union professionally and in accordance with the expectations set forth by the credit union’s brand.

Duties
1. As part of operations team, answers the credit union’s telephone and responds timely to member inquiries through remote channels such as online banking secure messaging, email, text message, and chat. Processes a variety of member financial transactions, balances and reconciles daily transactions, and cross-sells credit union products and services in a professional, competent, and courteous manner.

2. Secondarily performs a variety of operational support functions for the department, including but not limited to Daily ACH Processing, Daily Share Draft Processing, Debit Card Disputes, and any other related duties in the back office.

3. Projects a positive attitude and infectious enthusiasm in interactions with members and staff.

4. Maintains a comprehensive knowledge of all credit union products and services to assist members with a wide range of inquiries.

5. Reviews and processes back office functions such as outgoing/incoming wires, returned mail, daily notices, dormant accounts, and negative balances.

6. Reviews and responds professionally to any electronic messaging from members. Including Text Messages, Online Messages, Aloha Email, Etc.

7. Identifies process improvements to enhance the member experience, streamline operations and maintain adequate controls across the organization.

8. Carries out responsibilities in accordance with credit union policies and procedures, as well as state and federal lending regulations, including but not limited to the Bank Secrecy Act, the USA PATRIOT Act, Office of Foreign Assets Control, and the Equal Credit Opportunity Act.

9. Support the team and wider organization by completing other tasks and special projects assigned.

10. Performs other work as assigned.

Education & Experience

• High School diploma and
• Two years clerical/financial institution/Operations and customer service experience
• Must be able to attend yearly training related to daily duties, either virtually or in person.

Join us in delivering outstanding service that empowers members to achieve their financial goals! Your energy and expertise will help create a welcoming environment where every member feels valued and supported.

Pay: $21.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) 5% Match
• 401(k) matching
• AD&D insurance
• Bereavement leave
• Credit union membership
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Financial planning services
• Health insurance
• Life insurance
• Loan assistance
• Paid time off
• Paid training
• Prescription drug insurance
• Referral program
• Tuition reimbursement
• Vision insurance

Work Location: In person