Credit Union Member Services Specialist

CU*Answers; Grand Rapids (MI); On-site; USD 17,000 - 25,000; Full time

Job summary

CU*Answers in Grand Rapids is seeking a Member Services Representative for our Xtend Team to support credit union members nationwide through multiple channels.

In this role you will handle calls, verify identities, educate on account details and card concerns, and ensure timely follow-ups while documenting interactions.

Join a cooperative environment with growth opportunities and exposure to CU*BASE tools and industry-leading services.

Qualifications

• High school graduate (or pursuing a diploma).
• 1–2 years of office or call center experience preferred.
• Professional, courteous, and confident on the phone.
• Self‑motivated, organized, and capable of managing multiple tasks in a fast‑paced environment.
• Clear and professional in both written and verbal communication.
• Discreet and able to handle confidential information appropriately.

Responsibilities

• Answer and triage inbound calls from credit union members.
• Accurately verify caller identities and navigate credit union tools, websites, and procedures while responding promptly to web chats, emails, instant messages, and calls, documenting all interactions thoroughly and forwarding requests efficiently via trackers or email.
• Educate members on account details, debit and credit card concerns, and general account functionality.
• Handle inbound service calls, make outbound follow-ups, and provide timely member callbacks.

Skills

Phone communication

Customer service

Microsoft Office

Attention to detail

Reliability

Multitasking

Written communication

Education

High school diploma

Job description

CU*Answers in Grand Rapids is seeking a Member Services Representative for our Xtend Team to support credit union members nationwide through multiple channels.

In this role you will handle calls, verify identities, educate on account details and card concerns, and ensure timely follow-ups while documenting interactions.

Join a cooperative environment with growth opportunities and exposure to CU*BASE tools and industry-leading services.