Member Care Representative - Inbound Call Center

Alliant Credit Union; Chicago (IL); Hybrid; USD 39,600 - 48,400; Full time

Benefits offered by this job

Paid parental leave

Employee discount programs

Time off including paid personal and S

11 paid holidays

Education reimbursement

Job summary

Alliant Credit Union is seeking a hybrid Call Center Associate to provide consultative service to members via telephone. You will process routine to moderately complex financial transactions, resolve issues, and assess member needs with care.

Responsibilities include opening and closing deposit accounts, processing transfers, and handling fee refunds within policy. The role requires at least 1 year in banking or customer service and emphasizes compliance and member advocacy.

Qualifications

• Minimum – High School or Equivalent.
• Minimum – 1 year of Banking, Retail, Customer Service or related experience.
• Preferred – 1 year of call‑center experience within a financial services environment.

Responsibilities

• Handle routine to moderately complex member inquiries with a goal of first call resolution and limited escalation by leveraging departmental tools for call types such as account maintenance assistance.
• Process financial transactions on member’s accounts efficiently and effectively.
• Review, qualify, open and close deposit accounts and ATM/debit cards.
• Complete money transfers and assist with check withdrawals.
• Make decisions on 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.
• Build partnerships with management and peers to contribute to a productive team environment.

Skills

Customer service

Call center

Financial transactions

Regulatory compliance

Education

High School diploma or equivalent

1 year banking/retail/customer service experience

1 year call-center experience (preferred)

Job description

This hybrid role will 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.

Call Center Hours

Monday - Friday 8:00 AM - 9:00 PM

Saturday 10:00 AM- 3:00 PM

Responsibilities

• Handle routine to moderately complex member inquiries with a goal of first call resolution and limited escalation by leveraging departmental tools for call types such as account maintenance assistance, including processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset, and money transfers.
• Process financial transactions on member’s accounts efficiently and effectively.
• Review, qualify, open and close deposit accounts and ATM/debit cards.
• Complete money transfers and assist with check withdrawals.
• Make decisions on 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.
• Build partnerships with management and peers to contribute to a productive team environment.

Education & Years of Experience

• Minimum – High School or Equivalent.
• Minimum – 1 year of Banking, Retail, Customer Service or related experience.
• Preferred – 1 year of call‑center experience within a financial services environment.

Compensation & Benefits

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

Alliant provides a benefits package that includes health care, vision, dental, and 401(k) with employer match.

Additional Benefits

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

Eligibility and cost of benefits can vary depending on the number of regularly scheduled hours and the job status (regular full‑time, regular part‑time, or temporary employment).

Compliance & Conduct

Adhere to and ensure compliance of all business transactions with the Bank Secrecy Act, all applicable state and federal laws, company procedures and policies. Maintain integrity and ethics in all interactions with credit union members and uphold Privacy Act directives.

Equal Opportunity Employer

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws.

Know Your Rights

For further information, please review the Know Your Rights notice from the Department of Labor.