Member Care & Service Specialist (Phone & Digital)

Credit Union of Georgia; Marietta (GA); On-site; USD 32,000 - 52,000; Full time

Job summary

Credit Union of Georgia is seeking a dedicated Contact Center Representative to be the first point of contact for members via phone, email, and digital channels, delivering friendly, solution-oriented service that puts members at the center of every interaction. You will resolve questions and guide members through transactions with patience and clarity.

The role emphasizes accurate balance handling, online banking support, cross-selling appropriate products, and maintaining knowledge of policies

Qualifications

• 2+ years practical work experience.
• Cash handling and/or customer service experience is strongly preferred.

Responsibilities

• Upholds Credit Union of Georgia brand standards by delivering journEASE member experience—Engage, Ask, Solve, and Excite— to provide exceptional service in every interaction.
• Accurately and efficiently processes routine member transactions, including loan payments, transfers, and account updates, while assisting with online banking issues such as password resets and troubleshooting.
• Assists members with account closures, answers questions, and identifies solutions to meet member needs and resolve concerns.
• Processes wire transfer requests in a timely and accurate manner.
• Recognizes when to seek guidance from supervisors and provides informed recommendations when appropriate.
• Completes all required training and participates in scheduled training sessions with satisfactory performance.
• Maintains up-to-date knowledge of Credit Union policies, procedures, and operational guidelines.
• Promotes Credit Union products and services by identifying member needs, cross-selling solutions, and generating referrals for auto buying services, mortgages, and Member’s Financial Services.
• Ensures compliance with all applicable state and federal regulations, including the S.A.F.E. Act, BSA, and related laws, while maintaining any required certifications or registrations.
• Accurately maintains member information and documentation in Correlation-Keystone, including loan notes and account records.
• Performs additional duties as assigned.

Skills

Customer service experience

Cash handling

Education

High school diploma or GED

Annual compliance training (cyber security, BSA)

Job description

Credit Union of Georgia is seeking a dedicated Contact Center Representative to be the first point of contact for members via phone, email, and digital channels, delivering friendly, solution-oriented service that puts members at the center of every interaction. You will resolve questions and guide members through transactions with patience and clarity.

The role emphasizes accurate balance handling, online banking support, cross-selling appropriate products, and maintaining knowledge of policies