POSITION SUMMARY
Serves as the primary point of contact for members via phone, email, and digital channels. Responsible for delivering exceptional member service by addressing inquiries, processing transactions, resolving issues, and identifying opportunities to deepen member relationships. Promotes credit union products and services while ensuring compliance with all policies, procedures, and regulatory requirements.
RESPONSIBILITIES AND DUTIES
- Provide prompt, courteous, and professional service to members via phone, email, and other alternative channels.
- Assist members with account inquiries, transactions, and service requests including but not limited to:
- Balance inquiries and transaction history
- Transfers and payments
- Debit/credit card support
- Online and mobile banking assistance
- Loan and deposit product information
- Opening memberships and accounts via online requests.
- Research and resolve member concerns accurately and efficiently.
- Recommend appropriate credit union products and services to meet member needs.
- Educate members on digital tools and self-service options.
- Maintain detailed and accurate documentation of member interactions.
- Adhere to credit union policies, security procedures, and regulatory requirements (BSA, OFAC, etc.).
- Meet or exceed established performance goals including call quality, productivity, and member satisfaction metrics.
- Participate in ongoing training and team meetings.
QUALIFICATIONS
Education:
High school diploma or equivalent
Experience:
- Minimum 1 year customer service experience required (financial institution experience preferred)
- Call center experience preferred
Skills and Abilities:
- Strong verbal communication and active listening skills
- Ability to handle high call volumes with professionalism and efficiency
- Working knowledge of credit union products and services preferred
- Strong problem-solving skills and attention to detail
- Proficient in Microsoft Office and core processing systems
- Ability to multitask and navigate multiple systems simultaneously
- Bilingual, preferred
Alignment in supporting the Everence mission of empowering financial well-being for faith-inspired living
SUPERVISORY RESPONSIBILITIES: None SCHEDULE: Full-time
