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EVERENCE SERVICES

Member Service Representative

Lancaster, PA, United States

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Job details

Posting language: English

Original job description

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

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More about this job

Skills

Transaction processing
Regulatory compliance
Research
Documentation
Customer service
Communication skills
Active listening
Problem solving
Attention to detail
Microsoft Office
Multitask
Bilingualism

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