Hybrid Member Service Specialist I

Johns Hopkins Federal Credit Union; Baltimore (MD); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Johns Hopkins Federal Credit Union is seeking a Member Service Center Representative I to serve as the primary contact for members across phone and digital channels, delivering exceptional experiences while upholding the CREDIT UNION'S SERVICE culture.

You will provide consultative, relationship-focused service, actively listen to member needs, educate on products and digital solutions, and help members achieve financial well-being through professional, empathetic support.

Qualifications

• High school diploma or GED required.
• Minimum of one year customer service; financial institution or contact center experience preferred.
• Experience supporting members or customers through multiple communication channels, including phone and digital platforms, preferred.

Responsibilities

• Delivers a hospitality-driven, member-first experience across all virtual and digital service channels.
• Builds trust by providing consultative, relationship-focused service that anticipates member needs.
• Resolves member inquiries efficiently while creating positive, personalized experiences.
• Takes ownership of member issues from initial contact through resolution, ensuring timely follow-up and clear communication throughout the member experience.
• Uses each interaction as an opportunity to strengthen relationships, increase member engagement, and support financial well-being.
• Educates members on products, services, and digital solutions to promote financial well-being.
• Recognizes member needs and connects members with appropriate products, services, or internal resources.
• Serves as a trusted advocate for members by listening carefully, understanding needs, and coordinating appropriate solutions.
• Protect member information by following authentication and security procedures.

Skills

Customer service

Relationship building

Communication skills

Multi-channel support

Education

High school diploma or GED

Job description

Johns Hopkins Federal Credit Union is seeking a Member Service Center Representative I to serve as the primary contact for members across phone and digital channels, delivering exceptional experiences while upholding the CREDIT UNION'S SERVICE culture.

You will provide consultative, relationship-focused service, actively listen to member needs, educate on products and digital solutions, and help members achieve financial well-being through professional, empathetic support.