Member Service Representative (Call Center)

If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place! This position may allow for remote work after successful completion of training and at least six (6) months of employment on-site. This is a Full-time opportunity. Full-time is based on a 40-hour per week schedule: • Shifts are 8 hours with a 30-minute unpaid lunch break, scheduled within our hours of operation. • We are looking for open availability Monday-Friday 10:30am-7pm and every other Saturday 8am-2pm. In addition to Sunday, you can look forward to having a scheduled day off on either Tuesday, Wednesday, or Thursday. Summary of Role: In the role of Member Service Representative (MSR), this individual will deliver consultative service and assistance to credit union members over the phone. Responsibilities include (but are not limited to) resolving member issues, understanding, and addressing financial needs with empathy, and fostering relationships with members to enhance satisfaction. The MSR will also facilitate targeted referrals to internal business partners, contributing to the development of deeper member relationships. Moreover, the role involves educating members on credit union products, ensuring compliance with policies and regulations, and providing assistance with account maintenance. Essential Job Functions/Responsibilities: • Handle member inquires of moderate to advanced complexity with a goal of first call resolution and limited escalation by leveraging departmental tools and taking call types such as online banking, loan inquiries, stop payments, debit card issues, credit card inquiries, ACH transactions. • Provide accurate information about products, services, and promotions. • Process financial transactions on member’s accounts in an efficient and effective manner. • Review, qualify, open and close deposit accounts and ATM/debit cards and submit disputes. • Process credit card payments, transfers, fees, and all related tasks accurately. • Decision fee-refunds within defined relationship parameters and authority thresholds. • Act as a member advocate and handle difficult conversations with professionalism and courtesy. • Resolve member’s concerns while ensuring regulatory compliance. • Stay updated on product knowledge and company policies. Minimum Job Qualifications: • Minimum: High School or Equivalent • Preferred: 2 year / Associates Degree in Business, Finance, or Related from an accredited institution. • Proven customer service experience or relevant work experience. • Excellent communication skills, both verbal and written. • Ability to multitask and work in a fast-paced environment. • Strong problem-solving skills and attention to detail. • Proficient in using call center software and computer applications. • Flexibility to work various shifts, including weekends. Starting Compensation: $20/hr, plus a competitive benefits package. Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply. We are an equal opportunity employer. We do not discriminate on the basis of race, creed, color, national origin, religion, sex, age, veteran status, disability, genetic information, gender identity, or any other protected class. Broadview FCU is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at [email protected] About Us At Broadview FCU, your career is so much more than a job. Grow personally and professionally with access to opportunities to apply your strengths and unleash your potential. Broadview’s success is propelled by every employee. As we work together to serve members and our communities, our collective talents produce superior financial solutions and exceptional service that are uniquely Broadview FCU. Apply tot his job