Member Service Representative

S3 Shared Service Solutions, LLC

Member Service Representative for Contact Center assisting with banking inquiries and service requests. Remote role focused on high-volume customer engagement and collaboration with service teams.

Posted 6/25/2026full-timeRemote • Minnesota • 🇺🇸 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 skillsaccount servicingtransaction processingdocumentationperformance goalscompliance

Soft Skills

communication skillsorganizational skillstime-management skillsindependenceprioritizationattention to detailprofessionalismadaptability

Certifications

Associate's Degreebanking certificationfraud certification