We are looking for a Member Service Support Specialist who is passionate about delivering exceptional service to our members and potential members. In this role, you will create a personal, simple, and rewarding experience by responding to member inquiries—primarily through virtual platforms—and ensuring each interaction reflects our commitment to outstanding service. You will handle incoming calls, process financial transactions with accuracy, troubleshoot a wide range of member questions, and recommend credit union products and services that best meet member needs. The ideal candidate is self-directed, organized, and consistently productive while working independently, ensuring members receive the same high-quality experience regardless of location. This position is remote. However, we prefer candidates who can commute to a branch within the credit union network in a reasonable timeframe.

Key Responsibilities

• Deliver exceptional service to members andnon‑membersthrough inbound phone calls, emails, chats, online banking messages, and video interactions.
• Assistmembers with a wide range of financial needs, including executing transactions, resolving debit card issues, supporting online banking access, reviewing accounts for suspicious activity, processingfee reversalrequests, placing check orders, and accepting loan or credit card payments. 
• Educate members andnon‑memberson credit union products and services, including deposit accounts, loan options, and electronic services to support informed financial decisions.
• Collaborate with internal teams such as Retail Branch and Fraud departments to resolve member issues, report suspicious activity, and ensure compliance with industry, regulatory, and technological requirements. 
• Performadditionaldutiesassigned to support member experience, operational efficiency, and theoverall success of the credit union.

Qualifications

• High school diploma or equivalent required
• One to two years of post-high school education in a business-related field, or a combination of education and experience in retail, sales, ortechnology, preferably in a credit union or bank.
• Strong verbal and written communication skills with the ability to explain information clearly, draft professional correspondence, and engage confidently with members across multiple channels
• Exceptional customer service skillsdemonstratedthrough active listening, empathy, patience, andmaintaininga calm, positive demeanor duringhigh-volumeor challenging interactions. 
• Strong analytical andproblem-solvingabilities,with a focus on accuracy in processing transactions, verifying information, and thoroughly documenting member interactions
• Ability to stayself-directed, organized, and consistently productive in a remote work environment while meeting performance and quality standards
• Intermediate to advancedproficiencywith Windows, Microsoft Office (Word, Excel, PowerPoint, Outlook), Adobe Acrobat, and database applications, with ability to learnmodern technologyquickly 

Schedule

• Monday – Friday, 8:00 a.m.-5:30 p.m.; rotating Saturdays, 8:20 a.m.-12:00 p.m.

Wage & Hour Details

• Full-time
• Pay is hourly
• Starting pay range: $19/hr.-$22/hr.,paycommensuratewith experience

Benefits

• Medical, dental and vision plan options
• Health Saving Account and Flexible Spending Account options
• 401(k) with competitive company match
• Paid time off, paid holidays, personaltime,and paid volunteer time
• Development time and tuition reimbursement
• Company provided life insurance, short-term and long-term disability insurance
• Voluntary benefits includinglife,critical illness,accident,and hospital indemnity coverage
• Paid parental leave
• Discretionary, annual profit-sharing bonus