Call Center Member Support - Full-Time

FORT WORTH METRO BLACK CHAMBER; Fort Worth, Northern (TX, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

EECU is seeking a Member Services Representative I in Fort Worth to assist members by phone, resolve account and debit card concerns, process loan payments, and connect callers to suitable products and services. The role is hybrid after six months of training and requires clear communication in a fast-paced call center environment.

Ideal candidates have 1–2 years of customer service experience, strong problem-solving skills, and the ability to educate customers about offerings.

Qualifications

• 1–2 years of customer service experience required; one year of call center or retail banking preferred.
• Excellent customer service and verbal communication skills suited to a call center environment.
• Strong listening, problem-solving, judgment, and decision-making skills, including de-escalation of difficult calls.
• Good written communication, teamwork, organization, and time-management skills.

Responsibilities

• Provide exceptional service while responding to a high volume of member inquiries by phone.
• Service member accounts accurately following policies and regulations.
• Research, troubleshoot, and resolve account and service issues (loan payments, debit cards, fraud-block removal).
• Listen carefully, de-escalate calls, and move toward resolution during first contact when possible.
• Identify member needs, educate callers about products and services, and refer to relevant departments.

Skills

Customer service

Call center

Verbal communication

Problem solving

Multitasking

Bilingual

Job description

Deliver fast, friendly, and accurate service that helps members move forward with confidence.

Making an Impact on EECU

At EECU, every member interaction is an opportunity to build trust and make banking easier. We’re looking for a service-focused, solutions-oriented Member Services Representative I to assist members and prospective members by phone, resolve account and debit card concerns, process loan payments, and connect callers with products and services that fit their needs. If you communicate clearly, stay composed in a fast-paced call center, and enjoy helping people solve problems, this role offers the chance to make a meaningful impact with every call.

Schedule: Monday – Friday 9:00 am – 6:00 pm, Saturday 9:00 am – 1:00 pm; hybrid opportunity after six month of training

What You’ll Do

• Provide exceptional service while responding to a high volume of member and prospective member inquiries, requests, and complaints by phone.
• Service member accounts accurately and efficiently while following EECU policies, procedures, general practices, and applicable state and federal regulations.
• Research, troubleshoot, and resolve account and service issues, including loan payments, debit card concerns, fraud-block removal, card capture, and other routine service needs.
• Listen carefully, ask effective questions, and de-escalate difficult calls while working toward resolution during the initial contact whenever possible.
• Identify member needs, educate callers about relevant products and services, and make appropriate referrals to EECU departments and third-party partners.
• Open and cross-selling checking, savings, and other accounts for new and existing members.
• Meet or exceed service, referral, call quality, schedule adherence, productive time, staffed time, and Net Promoter Score goals.
• Coordinate with branches, merchants, outside companies, and internal departments to address member needs and support a seamless service experience.
• Complete outbound service calls, special campaigns, supervisor projects, and other assigned duties as needed.

What You Bring

• One to two years of customer service experience required; one year of call center or retail banking experience preferred.
• Excellent customer service and verbal communication skills suited to a call center environment.
• Strong listening, problem-solving, judgment, and decision‑making skills, including the ability to assist difficult or upset callers professionally.
• Effective product and service referral and sales skills, with the ability to identify needs and recommend appropriate solutions.
• Good written communication, teamwork, organization, and time‑management skills.
• Ability to multitask, manage follow‑up work, and maintain accuracy in a fast‑paced, high‑volume environment.
• Ability to learn and use multiple systems and software applications required to service member accounts.
• Knowledge of EECU products, services, processes, and operating procedures, or the ability to develop this knowledge during training.
• Bilingual skills are a plus.

Responsible for compliance with applicable federal and state rules and regulations, including but not limited to the Bank Secrecy Act, Anti‑Money Laundering requirements, Bank Bribery Act, NCUA Privacy Regulations, Reg DD, Reg E, Reg CC, Reg Z, Reg B, Servicemembers Civil Relief Act, FCRA/FACTA, and E‑Sign. Required to attend initial and ongoing annual Bank Secrecy Act training.

You’ll Thrive Here If You

Are energized by work that requires accuracy and consistency; communicate professionally with employees at every level; stay organized when priorities shift; approach questions with patience and a service mindset; and take pride in completing sensitive, high‑impact work correctly and on time.

Why EECU?

EECU is a not‑for‑profit credit union owned by our members and built around a simple promise: deliver value, support our communities, and provide a faster, friendlier, more personalized financial experience. Since our founding in 1934 to serve Fort Worth teachers and administrators, we have grown into a $4.5+ billion institution with 22 Financial Centers across North Texas, convenient online and mobile banking, and nationwide access to more than 5,000 Service Centers and 85,000 ATMs. We continue to invest in modern technology, greater convenience, and products that help make our members’ lives simpler.

Our commitment to members, communities, and employees has earned national and regional recognition. In 2025, EECU was named one of “America’s Best Credit Unions” by Newsweek and a “Best‑In‑State Credit Union” by Forbes. Our community partnership work received PR Daily’s “Community‑Nonprofit Partnership” award, and Gallagher recognized EECU as a Best‑in‑Class Employer. We’re proud of our heritage—and excited about the people who will help shape what comes next.

Ready to Make a Difference?

Bring your service mindset, communication skills, and problem‑solving ability to a team committed to creating an exceptional member experience.

EECU is an EOE/Vets/Disabled Employer.

We are an Equal Opportunity Employer and do not discriminate against applicants due to veterans' status or based on disability.

For more information on our organization and our best‑in‑class benefits please visit EECU Careers at www.eecu.org/careers.