Member Service Representative

S3 Shared Service Solutions, LLC

Member Service Representative in remote contact center handling member inquiries and requests. Collaborating with management to resolve complex cases and ensuring service quality at S3 Shared Services.

Posted 6/25/2026full-timeRemote • Alabama • 🇺🇸 United StatesMid-LevelSenior💰 $39,998 per yearWebsite

About the role

Key responsibilities & impact

Answer high-volume inbound calls and use strong technical proficiency to navigate multiple systems (telephony platform, account servicing tools, CRM, knowledge base, and web-based applications) to provide accurate information, resolve inquiries, and fulfill requests for member and non-member callers.
Perform required member verification, review accounts, communicate company and credit union policies/procedures, and document interactions and outcomes in the appropriate systems.
Meet quality, schedule adherence, and productivity expectations, queue-based contact center.
Partner with management, vendors, and credit union partners to resolve complex issues and escalations via email and internal messaging tools to support service requests, technical research, and issue resolution.
Support specialized digital, card, or loan queues and process related transactions with speed and accuracy.
Complete additional job-related projects and perform other duties as assigned by management.
Maintain high responsiveness by answering emails in a timely manner and completing all required annual training by their respective deadlines.
Maintains knowledge of current department policies and procedures by monitoring updates and communications.

Requirements

What you’ll need

5 years of work experience or a combination of relevant professional experience and education (Associate's Degree or higher) or applicable certifications may be considered.
Experience involving direct customer engagement or relationship management is required.
Banking and/or Fraud experience preferred.
Previous experience as a team leader/mentor/coach/trainer/supervisor is a plus.
Experience using Microsoft Teams, Outlook, CRM platforms and the ability to navigate multiple systems and applications simultaneously preferred, dual monitors are a plus
Proven ability to meet performance goals.
Strong de-escalation skills, including clear documentation and appropriate handoffs.
Ability to work independently, prioritize tasks, and maintain productivity.
Excellent verbal and written communication skills.
Comfortable in a fast-paced, high-volume environment while maintaining accuracy, professionalism, and compliance.
Highly organized and detail oriented.
Strong time-management skills.
Works well in a structured, procedure-driven environment.

Benefits

Comp & perks

Medical, dental, and vision insurance
Paid time off (PTO) starting at 20 days in your first year
Up to 11 paid holidays per year
401(k) with employer match and discretionary contribution
Employee referral program
Employee assistance program (EAP)
Health & wellness program
Life and AD&D Insurance
Accidental Injury, Critical Illness and Hospital Care Insurance
Peer-to-peer recognition program
Employee Discount Program
Fully remote (work from home)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer engagementrelationship managementde-escalation skillsdocumentationperformance goalsbanking experiencefraud experienceteam leadershipmentoringtraining

Soft Skills

communication skillsorganizational skillstime-management skillsindependenceprioritizationresponsivenessaccuracyprofessionalismdetail orientedadaptability

Certifications

Associate's Degreerelevant professional certifications