Member Care Representative - Inbound Call Center

Alliant Credit Union; Chicago (IL); Hybrid; USD 59,237,000 - 67,502,000; Full time

Benefits offered by this job

Health care

Vision

Dental

401k with employer match

Hybrid work up to 3 days/week

Paid parental leave

Employee discounts

Paid time off and holidays

Job summary

Alliant Credit Union in Chicago is seeking a customer service representative to provide personalized, consultative service primarily over the phone, resolving member concerns with empathy and guiding them toward financial solutions.

You will handle transactions, account support, and educate members on digital tools, aiming for a positive, seamless member experience in a hybrid work environment.

Qualifications

• Minimum - High School or Equivalent.
• Minimum - 1 Year Banking, Retail, Customer Service or Related.
• Preferred - 1 Year Call Center within a Financial Services Environment.

Responsibilities

• Deliver exceptional, member-focused service by actively listening and building rapport.
• Identify member needs and recommend appropriate products, services, and solutions.
• Address inquiries with first-call resolution and maintain professionalism.
• Process financial transactions accurately and support account maintenance.

Skills

Customer service

Call center

Relationship building

Education

High School or equivalent

Job description

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.

This hybrid role serves as a trusted resource for credit union members, delivering personalized, consultative service primarily through phone interactions. The representative is responsible for creating a positive, seamless experience by understanding member needs, resolving concerns with empathy, and guiding members toward financial solutions that support their goals.

Responsibilities

Member Experience & Relationship Building

• Deliver exceptional, member-focused service by actively listening, demonstrating empathy, and building rapport in every interaction
• Serve as a trusted advisor by identifying member needs and recommending appropriate products, services, and solutions

Issue Resolution & Service Excellence

• Address member inquiries with a focus on first call resolution
• Handle sensitive or escalated conversations with professionalism, patience, and effective de-escalation techniques
• Advocate for members by resolving concerns while maintaining compliance with all policies and regulatory requirements

Transaction & Account Support

• Accurately and efficiently process financial transactions
• Assist with account maintenance activities such as balance inquiries, account updates, debit card services, and membership changes
• Support members with opening and closing deposit accounts and related services
• Evaluate member financial needs and provide guidance aligned with their goals
• Educate members on available products, digital tools, and self-service options to enhance their overall experience
• Exercise sound judgment when making decisions such as fee refunds within established guidelines
• Partner with peers and leadership to foster a collaborative, service-oriented team environment
• Contribute to continuous improvement efforts by sharing feedback, identifying opportunities, and supporting best practices

Call Center Hours

• Monday - Friday: 8:00 AM - 9:00 PM
• Saturday: 10:00 AM - 3:00 PM

Qualifications

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

Pay range and compensation package

• Typical hiring range: $22.00 per hour
• Benefits: Alliant provides a benefits package including health care, vision, dental, and 401k with employer match
• Work from home up to 3 days a week
• Paid parental leave
• Employee discount programs
• Time off including paid personal and sick days
• 11 paid holidays

Equal Opportunity Statement

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.