Member Care Representative - Inbound Call Center

Alliant Credit Union; United States; Hybrid; USD 26,174 - 34,440; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Paid parental leave

Employee discounts

Paid time off

Job summary

Alliant Credit Union is seeking a hybrid call center specialist to provide consultative service to members via telephone. You will process transactions, open/close memberships, reset PINs, and coordinate transfers while maintaining regulatory compliance and high member satisfaction.

The role emphasizes first-call resolution, relationship building, and referrals to internal partners to deepen member relationships. Hours span Monday–Friday and selected weekend coverage as needed.

Qualifications

• Minimum High School diploma or equivalent.
• At least 1 year in banking, retail, customer service or related field.
• Preferred – 1 year in a call center within financial services.

Responsibilities

• Handle routine to moderately complex member inquiries with a goal of first call resolution.
• Process financial transactions on member accounts and perform account maintenance.
• Review, qualify, open and close deposit accounts and ATM/debit cards.
• Complete money transfers and assist with check withdrawals.
• Ensure regulatory compliance and integrity in all interactions.
• Act as a member advocate and handle difficult conversations professionally.

Skills

Customer service

De-escalation

Regulatory compliance

Education

High School or Equivalent

1 Year Banking/Customer Service

Job description

Overview

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. 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.

Call Center Hours

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

Essential Responsibilities

• Handle routine to moderately complex member inquiries with a goal of first call resolution and limited escalation by leveraging departmental tools for account maintenance assistance such as 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.
• 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.
• Build partnerships with management and peers to contribute to a productive team environment.
• Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act, and all applicable state and federal laws, company procedures and policies.
• Maintain integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; comply with Privacy Act directives.

Education & Years of Experience

• Minimum – High School or Equivalent
• Minimum – 1 Year Banking, Retail, Customer Service or Related
• Preferred – 1 Year Call 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.
• Health care, vision, dental, and 401k with employer match.
• Paid parental leave.
• Employee discount programs.
• Time off including paid personal and sick days.
• 11 paid holidays.
• Education reimbursement.

*Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full-time, regular part-time, or temporary employment.

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.