Member Care Representative - Hybrid Inbound Call Center

Alliant Credit Union; Chicago (IL); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Health care

Vision

Dental

401k match

Employee discounts

Paid time off

Holidays

Education reimbursement

Job summary

Alliant Credit Union in Chicago, IL is seeking a Member Care Representative for a hybrid inbound call center. You will provide consultative service to members, process routine financial transactions, and identify members' needs with care to build lasting relationships.

You will handle account maintenance, money transfers, card PIN resets, and refer to internal partners while ensuring compliance. Strong communication and de-escalation skills are essential, with a minimum High School diploma and 1

Qualifications

• High School diploma or equivalent is required.
• At least 1 year in banking, retail, customer service or related roles.
• Preferred: 1 year of call center experience in a financial services environment.

Responsibilities

• Handle routine to moderately complex member inquiries with a goal of first call resolution.
• Process financial transactions on member accounts accurately and efficiently.
• Review, qualify, open and close deposit accounts and ATM/debit cards.
• Complete money transfers and assist with check withdrawals.
• Ensure regulatory compliance in all member interactions.
• Build relationships with members and refer to internal partners.

Skills

Customer Service

Communication

De-escalation

Relationship Building

Education

High School Diploma or Equivalent

1 Year Banking/Finance/Customer Service Experience

Job description

Member Care Representative - Hybrid Inbound Call Center

Locations

Showing 1 location

Chicago, IL 60666, USA

• Customer Service/Support
• Full-Time

Description

Provide consultative service and support to credit union members via telephone. Process financial transactions of simple to moderate complexity on member’s accounts, resolve member issues, evaluate and identify the member’s financial needs with compassion and care. Build relationships with members in order to provide assigned levels of member service and satisfaction, and targeted referrals to internal business partners that result in deeper relationships. Use de-escalation skills and reliance on technical knowledge of credit union products, policies and regulatory compliance to handle call types that include but not limited to account maintenance assistance like processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset and money transfers.

• Handle routine to moderately complex member inquiries with a goal of first call resolution and limited escalation by leveraging departmental tools by handling call types such as account maintenance assistance like processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset and money transfers.
• Process financial transactions on member’s accounts in an efficient and effective manner.
• Review, qualify, open and close deposit accounts and ATM/debit cards.
• Complete money transfers and assist with check withdrawals.
• Decision fee-refunds within defined relationship parameters.
• Act as a member advocate and handle difficult conversations with professionalism and courtesy.
• Resolve member’s concerns while ensuring regulatory compliance.
• Meet or exceed individual performance and member satisfaction targets within department.
• Build partnerships with management and peers in contributing to a productive team environment.

Education & Years of Experience

• Minimum - High School or Equivalent
• Minimum - 1 YearBanking, Retail, Customer Service or Related
• Preferred - 1 YearCall Center within a Financial Services Environment

Compensation & Benefits:

Salary range: $22.00 per hour. Actual compensation will be determined using factors such as experience, skills & knowledge.

Benefits: Alliant provides a benefits package including health care, vision, dental, and 401k with employer match including:

• Employee discount programs
• Time off including paid personal and sick days
• 11 paid holidays
• Education reimbursement

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.

The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.