Member Care & Solutions Specialist II - Remote

AdelFi Credit Union; San Dimas (CA); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Medical, Dental, and Vision coverage

401(k)

Life Insurance

Flexible Spending Account (FSA)

Paid Time Off

Equipment Stipend

Employee Events

Paid Serve Days

Job summary

AdelFi Credit Union’s Contact Center Representative II delivers accurate, secure customer service across phone and digital channels, helping members complete account and loan transactions and understand available banking options. You’ll handle more complex questions, open new memberships, complete loan pre-approvals, and use consultative sales conversations to recommend solutions that fit a member’s needs.

You’ll also support service quality by assisting with escalations and serving as a

Qualifications

• High school diploma or equivalent.
• 3+ years customer service in a bank/credit union.
• 2+ years call center experience serving the public; cross-selling.
• Strong verbal and written communication; ability to work under pressure.
• Preferred: Episys, Synapsys, STAR, FDR; bilingual English/Spanish.

Responsibilities

• Deliver accurate, secure customer service across phone and digital channels.
• Assist members with account and loan transactions; complete pre-approvals.
• Open new memberships; advise on banking options.
• Support service quality by handling escalations and guiding teammates.

Skills

Customer service

Call center

Communication

Multitasking

Bilingual English/Spanish

Education

High school diploma or equivalent

Tools

Episys

Synapsys

STAR

FDR

Job description

AdelFi Credit Union’s Contact Center Representative II delivers accurate, secure customer service across phone and digital channels, helping members complete account and loan transactions and understand available banking options. You’ll handle more complex questions, open new memberships, complete loan pre-approvals, and use consultative sales conversations to recommend solutions that fit a member’s needs.

You’ll also support service quality by assisting with escalations and serving as a