Member Care Representative (Hybrid- Greenbelt, MD)

Educational Systems Federal Credit Union; Greenbelt (MD); On-site; USD 36,000 - 48,000; Full time

Job summary

Educational Systems FCU is seeking a diligent Member Care Representative for our fast-paced Contact Center in the United States. The role focuses on delivering exceptional member experiences by assisting via phone, chat, email, and other channels, identifying solutions, and guiding members toward suitable financial products.

You will join a collaborative team, handle multiple inquiries, and strive to resolve issues efficiently while maintaining a professional, friendly demeanor.

Qualifications

• High school diploma or GED required; must work in a fast-paced environment and use available resources.
• Minimum of one year experience in a financial institution; contact center experience helpful; selling/cross-selling products or services preferred.
• Excellent member service skills including verbal and written communication; demonstrate patience and professionalism.
• Functional knowledge of Microsoft Office suite of products.
• Ability to perform routine mathematical calculations.
• Ability to function in a call center environment and use standard office equipment (computer, 10-key calculator, fax, copier, telephone).

Responsibilities

• Actively engage with members to understand needs and offer financial products, services, or resources.
• Listen carefully, understand member needs, and provide solutions quickly and professionally.
• Handle a high volume of customer interactions while maintaining a positive, helpful attitude.
• Navigate multiple systems and applications while keeping conversations engaging and efficient.
• Turn challenging member situations into positive experiences.
• Work as part of a supportive, collaborative, energetic team where everyone works together.

Skills

Interpersonal skills

Communication skills

Customer service

Problem-solving

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Join Our Dynamic Team

Educational Systems FCU has proudly served the education community for over 70 years. With over $1.4 billion in assets and 95,000 members, we're a fast-growing credit union who knows who we are, who we serve, and where we are going. Our core purpose is serving the education community, and we are proud of our values: trustworthy, excellence, collaborative, empowerment and caring. Our vision is to make financial wellness and stability accessible for all the communities we serve. Our success is a result of our Ambassador's commitment to making a difference each day and helping the members of the education community achieve their financial goals and dreams.

About Our Career Opportunity

We are currently seeking an energetic, self-motivated professional with a positive attitude, excellent interpersonal and communication skills to join our dedicated team as a Member Care Representative in our fast paced, high call volume Contact Center.

The Member Care Representative plays a critical role in our member experience by providing a variety of service functions for our members and by working with members to best identify additional financial solutions that help to meet the member's specific needs. The Member Care

provides prompt and courteous assistance to members by phone, chat, email and other communication channels to answer questions and resolve issues.

What You'll Do

• Actively engage with members to understand individual needs and offer financial products, services, or resources.

• Listen carefully, understand member needs, and provide solutions quickly and professionally.
• Handle a high volume of customer interactions while maintaining a positive, helpful attitude.
• Navigate multiple systems and applications while keeping conversations engaging and efficient.
• Turn challenging member situations into positive experiences.
• Work as part of a supportive, collaborative, and energetic team where everyone works together.

If you're a great communicator, a problem-solver, and someone who genuinely enjoys making a difference, we want to hear from you.

Must be able to work a 40 hour a week variable schedule with hours between 8 a.m. and 6:05 p.m. EST Monday through Friday and on Saturdays from 8:00 a.m. to 2:05 p.m. EST.

Required Qualifications

• High school diploma or equivalent (GED) required. Must be able to work in a fast-paced environment and be able to utilize available resources to help members.
• Minimum of one year experience working in a financial institution required. Previous contact center experience helpful. Must have experience selling and cross-selling products or services.
• Must have excellent member service skills to include strong verbal and written communication skills as well as the ability to demonstrate patience and professionalism in dealing with members.
• Functional knowledge of Microsoft Office suite of products
• Ability to perform routine mathematical calculations.
• Ability to function in a call center environment and utilize standard office equipment including but not limited to: computer, 10 key calculator, fax, copier, telephone, etc.