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Member Service Representative – Support Services
Advancial Federal Credit UnionMember Service Representative at Advancial handling member inquiries through various channels. Processing transactions and assisting with online banking in a hybrid work environment.
About the role
Key responsibilities & impact- Provide high-quality member service through various communication channels (phone, email, chat), resolving inquiries regarding accounts, transactions, and products.
- Process account transactions accurately and efficiently, including deposits, withdrawals, loan payments, and check orders.
- Assist members with online banking services, troubleshooting issues and guiding them through our systems.
- Evaluate member needs to identify opportunities for cross-selling credit union products and services.
- Maintain up-to-date knowledge of credit union products, policies, and changes in regulations.
- Handle member complaints with professionalism and empathy, striving for timely resolution.
- Document member interactions in the customer relationship management system for future reference and quality control.
- Participate in training and ongoing education to improve skills and product knowledge
- Cultivate a positive, respectful, and collaborative culture across the organization—fostering strong relationships among staff, departments, branches, and external partners. Champions a caring and inclusive environment for both employees and members, aligned with the Credit Union’s mission and values.
Requirements
What you’ll need- Associate's Degree (A.A.) or equivalent from two–year College or technical school; and banking or call center experience typically the level acquired after 1 year or equivalent combination of education and experience.
- Basic understanding of banking products and services such as checking, savings, loans, and credit cards.
- Familiarity with customer service principles and call center operations. Experience using computer systems, CRM platforms, and multiple applications simultaneously.
- Time management and organizational skills. Problem-solving and critical thinking abilities.
Benefits
Comp & perks- Take Time for Life: In addition to 11 company holidays, you start with 3 weeks of vacation, and can recharge at our beautiful vacation homes in Destin, FL, and Breckenridge, CO – free for you and your loved ones (you just pay taxes).
- Retire with Confidence: We contribute to your 401k. It’s our way of helping you build the future you deserve.
- Pets Are Family Too: With affordable pet insurance (we even chip in), your furry friends are covered for everything from checkups to surgeries.
- Invest in Your Future: We’ll cover 80% of your tuition costs after one year, so you can continue to grow, learn, and achieve your goals.
- Life Happens: Our Advancial Life Rewards program reimburses you up to $1,000 each year for unexpected expenses – because we know life doesn’t always go according to plan.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Banking ProductsAccount TransactionsOnline Banking ServicesCross-SellingDocumentation Skills
Soft Skills
EmpathyTime ManagementOrganizational SkillsCollaborationCommunication
Certifications
Associate's Degree