Full-Time Call Center-Member Service Representative I or II

Ent Credit Union; Colorado Springs (CO); On-site; USD 25,830 - 32,346; Full time

Benefits offered by this job

Health Benefits

401(k) plan with matching

Paid Time Off

Job summary

A leading credit union in Colorado is seeking a Full-Time Call Center-Member Service Representative to provide outstanding service and assist members with inquiries. This in-office role includes mandatory paid training and requires availability Monday through Friday, with a pay range of $18.75 to $23.48 per hour. Ideal candidates will have strong customer service skills and experience in a similar environment.

Qualifications

• 6+ months experience in customer service preferred.
• Inbound phone experience preferred.
• 1+ years’ experience in inbound phone and financial services required for Call Center II.

Responsibilities

• Accurately process member requests through incoming calls.
• Meet member needs through maintaining a strong knowledge of products and services available.
• Participate in ongoing training to maintain knowledge of position.

Skills

Strong Customer Service focus

Proficient computer skills including Windows, Microsoft Word and Office

Strong communication skills

Sales experience

Education

High School Diploma/G.E.D. or equivalent

Tools

Symitar

Job description

Full-Time Call Center-Member Service Representative I or II

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This range is provided by Ent Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$18.75/hr - $23.48/hr

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We’re also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We’re a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you’re interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

Job Description

This position is projected to start 08/18/2025 and requires 5 weeks of mandatory paid training at our Headquarters in Colorado Springs, Colorado. This is an in-office position based out of Ent Credit Union Headquarters in Colorado Springs. This is not a fully remote eligible position.

Required availability for this position is Monday through Friday 7:00 am to 6:00 pm (shift will vary within these hours) and Saturdays from 8:00 am to 3:00 pm.

The Member Service Representative I/II must provide accurate information regarding member inquiries while actively cross‑selling and educating members on Credit Union products and services. Outstanding service must be delivered while remaining professional, responsive, and encouraging. In addition, the MSR I is responsible for understanding and complying with credit union policies/procedures and industry regulations while seeking to protect the assets of members and the credit union.

Essential Functions

Member Service Representative Call Center I

• Member Service – Accurately process member requests received through incoming calls. Update the existing database with any changes requested by the member. Verify members using Ent’s most current procedures to minimize fraudulent activity. Identify and escape priority issues to the proper area.
• Sales – Meet member needs through maintaining a strong knowledge of products and services available to members, regularly providing referrals to such products and services in all areas including, but not limited to lending, investments, electronic banking, wealth management, and business banking.
• Knowledge – Maintain knowledge and remain current in the position by taking a proactive approach with participating in on‑going training, side‑by‑side, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members.
• Bank Secrecy Act – Remain cognizant of and adhere to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Member Service Representative Call Center II

• Member Sales & Service – Answer incoming calls from members, accurately answer inquiries and troubleshoot problems. Verify members using the processes and procedures in place to minimize fraudulent activity. Identify and escape priority issues. Handle all online banking inquiries and certificate maintenance. Resolve member concerns properly and provide solutions to avoid escalations in all areas of member service. Possess extensive knowledge of all products and services by actively listening and determining the product that best fits the member’s needs; include but not limited to investment services, online banking and credit cards. In the area of credit cards, obtain the skill to submit both consumer and business credit card applications.
• Knowledge – Maintain knowledge and remain current in the position by taking a proactive approach with participating in on‑going training, side‑by‑side, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members.

Qualifications

Member Service Representative Call Center I

• High School Diploma/G.E.D. or equivalent.
• 6+ months experience in customer service (Preferred).
• Inbound phone experience (Preferred).
• Sales experience (Preferred).
• Previous financial institution experience (Preferred).

Member Service Representative Call Center II

• High School Diploma/G.E.D. or equivalent.
• 1+ years’ combined experience to include inbound phone experience and financial services experience (Required).
• Sales Experience (Preferred).

Technical or Specialized Knowledge/Skills

Member Service Representative Call Center I

• Strong Customer Service focus.
• Basic understanding of typical products, offerings, and resources within the banking/credit union environment.
• Proficient computer skills, including the ability to use Windows, Microsoft Word and Office.
• Symitar experience beneficial.
• Strong communication skills.
• Organizational skills required.
• Typing, computer, and ten‑key required.

Member Service Representative Call Center II

• Excellent Customer Service focus.
• Strong proficiency in relevant credit union products, offerings, and resources.
• General understanding of Online Banking and Business Credit Card products and procedures required.
• Proficient computer skills, including the ability to use Windows, Microsoft Word and Office.
• Ability to complete multiple tasks utilizing various databases concurrently required.
• Strong communication and writing skills.
• Organizational skills required.
• Typing, computer, and ten‑key required.
• Symitar experience strongly preferred.

Certifications Required

• None

Environmental, Physical And Psychological Requirements

• Standing – Occasionally
• Walking – Occasionally
• Sitting – Frequently
• Lifting – Rarely (40 Lbs)
• Carrying – Rarely
• Pushing – Rarely
• Pulling – Rarely
• Balancing – Rarely
• Stooping – Rarely
• Kneeling – Rarely
• Crouching – Rarely
• Crawling – Rarely
• Reaching – Occasionally
• Handling – Occasionally
• Grasping – Occasionally
• Feeling – Occasionally
• Talking – Frequently
• Hearing – Frequently
• Repetitive Motions – Frequently
• Eye/Hand/Foot Coordination – Occasionally
• Noises louder than normal speaking volume – Occasionally
• Temperature Changes – Rarely
• Atmospheric Conditions – Rarely

Additional Information

The hourly ranges for the positions are: Member Service Representative Call Center I: $18.75 – $19.75 (S10). Member Service Representative Call Center II: $20.60 - $23.48 (S11).

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

This position is eligible for a monthly incentive plan.

Benefits Summary Sheet

• Health Benefits: Affordable insurance, 24/7 doctor access, and a nationwide provider network.
• 401(k): 3% automatic contribution after three months, plus up to 6% matching.
• Paid Time Off: During your first year, enjoy 16 days of paid time off (PTO) plus 9 paid holidays. And it grows from there.
• Volunteer Time Off: Paid time off to give back to the community.
• Education Support: Up to $10,000 annually for higher education and assistance for certifications.
• Exclusive Discounts: Significant savings on home, car, and personal loans.

For more information about our outstanding benefits please visit our careers page at www.ent.com/careers.

We anticipate this position to close on 07/18/2025. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)