Member Care Representative I

Lighthouse Credit Union; Dover (NH); Hybrid; USD 38,000 - 46,000; Full time

Benefits offered by this job

Weekly Paychecks

401(k) with Employer Match

Paid time off

Volunteer Time Off

PTO + Federal Holidays

Health, Dental & Vision Plans

Employee Assistance Program

Job summary

Lighthouse Credit Union in Dover, NH is seeking a Member Care Representative I to assist members via telephone and electronic channels, following proper security and verification procedures. You will respond to inquiries, educate callers about products and services, and aim for one-call resolutions with professionalism to support integrity and profitability.

Under close supervision, you will handle routine requests, promote the credit union's offerings, maintain CRM records, and ensure adherence

Qualifications

• High school diploma or equivalent is required.
• Up to 12 months of member/customer service experience.
• Previous sales experience is preferred.

Responsibilities

• Assist members with telephone or electronic requests.
• Use critical and creative thinking for problem resolution.
• Takes ownership to fulfill member requests and promote products.
• Maintain follow-up and CRM updates.
• Adhere to policies and attendance expectations.
• Provide accurate, high-quality service with professionalism.

Job description

OUR LEADERSHIP PHILOSOPHY

At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following:

LEADERSHIP COMPETENCIES

Demonstrates Interpersonal Awareness & Skills

A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship building and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As an individual leader, you will demonstrate active listening, clear communication and contribute beneficially to team dynamics.

Embraces Change & Learning

This competency focuses on adaptability, personal development and the advocacy and embracing of progressive change. You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As an individual leader, you will actively engage in personal development, embrace change enthusiastically and support team members in their growth. You will also demonstrate flexibility and adaptability in response to changing circumstances.

Utilizes Critical & Creative Thinking

Underlining the importance of innovative problem solving, challenging the status quo and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges team members to take initiative beyond one's immediate responsibilities. As an individual leader, you will actively look for and share opportunities for improvement, show open-mindedness to new ideas and professionally challenge inefficient processes. You will also actively contribute to defining solutions and promoting innovation.

Takes Personal Ownership

This competency focuses on taking responsibility for performance goals, proactive collaboration and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As an individual leader, you will be actively engaged in setting and achieving performance goals, take responsibility for personal action and decisions and seek opportunities for self‑improvement and skill development.

POSITION SUMMARY

Under close supervision of management, the Member Care Representative I assists members and all other callers with telephone requests following proper security and verification procedures. The role handles routine member inquiries, responds to caller issues, and educates callers about appropriate products and services to provide a one call resolution environment. The Member Care Representative I focuses on accurate, high-quality service and demonstrates interpersonal awareness and skills by handling interactions in a professional manner to deliver integrity and profitability.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Assists members and potential members with telephone or electronic requests.
• Utilizes critical and creative thinking for problem resolution and to foster a one call resolution environment with the best desired result.
• Takes personal ownership to fulfill member requests and seeks opportunities to deepen member relationships by promoting the credit union's products and services.
• Maintains regular member follow up and maintenance via a customer relationship management system.
• Adheres to credit union policies and procedures and complies with all regulations related to the position.
• Follows and adheres to the Credit Union's policy regarding attendance and punctuality.

JOB SPECIFICATIONS

• Goal-oriented, sales focused and driven for results.
• Effective communicator, engage with members and build relationships regarding product and services.
• Ability to prioritize tasks and attention to detail.
• Familiarity in a professional, service focused and fast-paced environment.
• Courtesy, tact, and diplomacy.
• Working knowledge of Microsoft Office products.
• Frequent interactions with the public over the phone or through electronic channels.

EDUCATION, TRAINING & EXPERIENCE

• High school diploma or equivalent.
• One to twelve months of experience in a member/customer service role.
• Previous sales experience preferred.

WORK ARRANGEMENT

The working arrangement for this position is hybrid. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department. This position requires in office days on Mondays and Tuesdays.

TRAVEL REQUIREMENTS

Travel will be required for ongoing training, meetings and/or other business needs.

Back Office Benefits That Work for You

We know life doesn't pause when you're at work - and your benefits shouldn't either. At Lighthouse Credit Union, we offer real support for real life, with perks that help you stay healthy, grow your future, and take care of what matters most.

Financial Relief & Support

• Student Loan & Tuition Assistance - Whether you're paying off debt or going back to school, we help lighten the load.
• Employee Loan Discounts - Get access to lower rates on personal loans, just for being part of the team.
• Weekly Paychecks - Because waiting two weeks shouldn't be the norm.
• 401(k) with Employer Match & Profit Sharing - We invest in your future with generous contributions and immediate vesting.

Time Off That Respects Your Life

• Lighthouse Leave Program - Paid time off for major life moments, from welcoming a child to caring for a loved one.
• Volunteer Time Off (VTO) - Give back to your community with paid time to serve.
• PTO + Paid Federal Holidays - Rest, recharge, and celebrate without worry.
• Balanced Schedule - All branches close by 5pm and on Sundays - no late nights or unpredictable shifts.

Health & Wellness

• Comprehensive Medical, Dental & Vision Plans - Coverage that starts quickly and fits your needs.
• HSA/FSA Options - Save pre-tax dollars for everyday health expenses.
• Discounted Pet Insurance - Because furry family members deserve care too.
• Employee Assistance Program (EAP) - Free, confidential support for life's challenges - available 24/7.

Culture & Connection

• Annual Bonus Program - Celebrate your wins, your teammates' successes, and the Credit Union's growth - together.
• Engagement Groups - Join communities like Pride at Work, Women in Leadership, Book Club, and more.
• Ongoing Training & Career Growth - We invest in your development from day one.
• Annual Summit & Team Outings - Celebrate wins and connect with coworkers across the organization.

LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER