Member Contact Service Specialist

Community First Credit Union | Wisconsin; Neenah (WI); On-site; USD 34,000 - 46,000; Full time

Job summary

Community First Credit Union | Wisconsin is seeking a Member Contact Service Specialist to provide WOW service over the phone and support members across multiple software systems. You will explain features, resolve issues, and process routine transactions in a fast-paced environment.

The role requires strong verbal communication, multitasking ability, and a service-first mindset. Expect contact-center hours: 7 a.m.–6 p.m. Mon–Fri and 7 a.m.–1 p.m. Saturdays, with a rotating Saturday schedule.

Qualifications

• High school diploma or equivalent required.
• Associate's degree in banking or finance is a plus.
• Two years of experience in financial services or a call center environment preferred.
• Exceptional verbal communication skills.
• Ability to multi-task, prioritize, stay organized and follow up.
• Strong knowledge and experience with web-based software programs.
• Commitment to member service and a problem-solving mindset.

Responsibilities

• Provide exceptional, WOW service over the phone to members using multiple software systems.
• Maintain service level expectations and high call quality with a high call volume.
• Explain features and benefits of credit union products and services; recommend products as appropriate.
• Process share withdrawals, fund transfers, pre-authorized credit line advances, outgoing wires, check orders, and certificate renewals; assist with savings sub-shares openings.
• Provide account information related to balances, postings, and statements.
• Process and follow up on ACH, payroll distribution requests, and TDs.
• Provide online banking and bill pay setup, support, and problem resolution for members and staff.

Skills

Communication skills

Multi-tasking

Organization

Follow-up

Web-based software

Education

High school diploma or equivalent

Associate's degree in banking or finance

Job description

We believe personal service matters. As our Member Contact Service Specialist, your excellent communication skills, love of fast-paced environments, and service mindset will enhance all you do. Your work will embody Community First's "find a way" promise by answering questions, processing transactions, providing education, and resolving issues. If you crave a work environment with life-friendly hours, a community-centered vibe, and where growing your financial skills will be nurtured, we should talk!

As our Member Contact Service Specialist with Community First, you will:

• Provide exceptional, WOW service over the phone to our internal and external members using multiple software systems to support that relationship
• Maintain CFCU service level expectations and consistent call quality while handling a high volume of calls
• Explain features and benefits of all credit union products and services; recommend products and services to members as appropriate
• Process share withdrawal requests, fund transfers, pre-authorized credit line advances, outgoing wires, check orders, certificate renewals, and opening of savings sub-shares
• Provide account information related to balances, check clearings, deposits, postings, and statements
• Process, record, and follow up on ACH, payroll distribution requests, and TDs
• Provide online banking and bill payer set-up, support, and problem-resolution for members and branch staff

We are open in the Member Contact Center from 7 a.m. to 6 p.m. Monday through Friday, and on Saturdays from 7 a.m. to 1 p.m. The schedule for this position encompasses our hours of operation, including a rotating Saturday morning.

An ideal candidate will have a combination of:

• A high school diploma or equivalent; Associate's degree in banking or finance is a plus
• Two years of experience in financial services or a call center environment
• Exceptional verbal communication skills, as well as advanced ability to multi-task, prioritize, stay organized, and follow up
• Strong knowledge and experience of web-based software programs
• Commitment to member service and a passion for seeking solutions
• The ability to work hard, find solutions and have fun