Member Service Representative - Support Services

Advancial Federal Credit Union is one of the oldest credit unions in the country, committed to creating lasting value for its members through superior service and innovative solutions. The Member Service Representative will provide high-quality member service, process transactions, assist with online banking, and maintain knowledge of products while fostering a positive culture within the organization.

Responsibilities

• Provide high-quality member service through various communication channels (phone, email, chat), resolving inquiries regarding accounts, transactions, and products
• Process account transactions accurately and efficiently, including deposits, withdrawals, loan payments, and check orders
• Assist members with online banking services, troubleshooting issues and guiding them through our systems
• Evaluate member needs to identify opportunities for cross-selling credit union products and services
• Maintain up-to-date knowledge of credit union products, policies, and changes in regulations
• Handle member complaints with professionalism and empathy, striving for timely resolution
• Document member interactions in the customer relationship management system for future reference and quality control
• Participate in training and ongoing education to improve skills and product knowledge
• Cultivate a positive, respectful, and collaborative culture across the organization—fostering strong relationships among staff, departments, branches, and external partners. Champions a caring and inclusive environment for both employees and members, aligned with the Credit Union’s mission and values

Skills

• Associate's Degree (A.A.) or equivalent from two–year College or technical school; and banking or call center experience typically the level acquired after 1 year or equivalent combination of education and experience
• Basic understanding of banking products and services such as checking, savings, loans, and credit cards
• Familiarity with customer service principles and call center operations
• Experience using computer systems, CRM platforms, and multiple applications simultaneously
• Time management and organizational skills
• Problem-solving and critical thinking abilities

Benefits

• Healthcare
• Life insurance
• 401K benefits
• 11 company holidays
• 3 weeks of vacation
• Recharge at our beautiful vacation homes in Destin, FL, and Breckenridge, CO – free for you and your loved ones (you just pay taxes)
• We contribute to your 401k
• Affordable pet insurance (we even chip in)
• We’ll cover 80% of your tuition costs after one year
• Our Advancial Life Rewards program reimburses you up to $1,000 each year for unexpected expenses

Company Overview