Member Care Representative - Inbound Call Center

Alliant Credit Union is seeking a Member Care Representative to provide consultative service and support to credit union members via telephone. The role involves processing financial transactions, resolving member issues, and building relationships to enhance member satisfaction.

Responsibilities

• Handle routine to moderately complex member inquiries with a goal of first call resolution and limited escalation by leveraging departmental tools by handling call types such as account maintenance assistance like processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset and money transfers
• Process financial transactions on member’s accounts in an efficient and effective manner
• Review, qualify, open and close deposit accounts and ATM/debit cards
• Complete money transfers and assist with check withdrawals
• Decision fee-refunds within defined relationship parameters
• Act as a member advocate and handle difficult conversations with professionalism and courtesy
• Resolve member’s concerns while ensuring regulatory compliance
• Build partnerships with management and peers in contributing to a productive team environment

Skills

• Minimum - High School or Equivalent
• Minimum - 1 Year Banking, Retail, Customer Service or Related
• Handle routine to moderately complex member inquiries with a goal of first call resolution and limited escalation by leveraging departmental tools by handling call types such as account maintenance assistance like processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset and money transfers
• Process financial transactions on member's accounts in an efficient and effective manner
• Review, qualify, open and close deposit accounts and ATM/debit cards
• Complete money transfers and assist with check withdrawals
• Decision fee-refunds within defined relationship parameters
• Act as a member advocate and handle difficult conversations with professionalism and courtesy
• Resolve member's concerns while ensuring regulatory compliance
• Build partnerships with management and peers in contributing to a productive team environment
• Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act
• Ensures compliance with all applicable state and federal laws, company procedures and policies
• Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives
• Preferred - 1 Year Call Center within a Financial Services Environment

Benefits

• Health care
• Vision
• Dental
• 401k with employer match
• Paid parental leave
• Employee discount programs
• Time off including paid personal and sick days
• 11 paid holidays
• Education reimbursement
• Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full-time, regular part-time, or temporary employment.

Company Overview