Member Experience Representative-Contact Center

ttg Talent Solutions, Inc.; Miami (FL); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Pension plan

Excellent benefits

Job summary

ttg Talent Solutions is seeking a Member Experience Representative in a front-line, on-site role in Miami, FL. The MER serves as the voice of a federally insured financial cooperative, handling inbound and outbound member interactions with empathy and professionalism.

You will resolve account issues, guide members through products and services, and focus on building relationships rather than hard-selling. The role emphasizes compliance with BSA and accuracy in sensitive financial matters.

Qualifications

• 1 to 3 years in a customer-facing role, preferably in financial services or related service environment.
• High school diploma or equivalent required.
• Trust, credibility, and discretion when handling sensitive financial information; ability to communicate clearly with diverse members.

Responsibilities

• Deliver consistent, high-quality service to members across inbound and outbound calls.
• Handle inquiries across deposit accounts, loans, cards, mortgages, retirement accounts, online banking, and more.
• Resolve member service issues with professionalism and efficiency; escalate or resolve complex matters appropriately.
• Communicate with members and non-members in a friendly, clear, and professional manner regardless of call complexity.
• Identify opportunities to introduce members to relevant products and services based on their financial situations.
• Contribute to expanding the membership base through consultative, needs-based conversations.
• Meet or exceed individual and team performance goals; maintain compliance with BSA regulations and training.
• Complete special projects and duties as assigned by leadership.

Skills

Customer service

Communication

Discretion

Team collaboration

Diversity awareness

Education

High school diploma

Job description

Member Experience Representative-Contact Center

On-Site
$23.50 - Offers Pension Plan and other excellent benefits
Miami, Florida

About the Role

This is a front-line contact center position at a federally insured financial cooperative serving a large, diverse membership base. The Member Experience Representative (MER) is the voice of the organization — the person members turn to when they need answers, solutions, and guidance on their financial lives. If you lead with empathy, stay calm under pressure, and genuinely enjoy helping people navigate financial decisions, this role was built for you. The MER handles a full spectrum of inbound and outbound member interactions, resolves account-related issues, and thoughtfully introduces members to products and services that fit their actual needs. This is not a hard-sell environment — it is a relationship-first culture where doing right by the member is the standard.

What You Will Do

Member Service & Issue Resolution

• Deliver consistent, high-quality service to current and prospective members across inbound and outbound calls


• Handle inquiries across the full product suite: deposit accounts, consumer loans, credit cards, mortgages, home equity products, share certificates, retirement accounts, bill pay, online banking, direct deposit, payroll deduction, and debit/ATM cards


• Resolve member service issues with professionalism and efficiency; escape complex or sensitive matters appropriately


• Communicate with members and non-members in a friendly, clear, and professional manner regardless of call complexity or emotional tone

Cross-Selling & Member Growth

• Identify opportunities to introduce members to relevant products and services — including insurance and lending solutions — based on their individual financial situations


• Contribute to expanding the membership base through consultative, needs-based conversations

Productivity & Compliance

• Consistently meet or exceed individual and team contact center performance goals, including metrics related to call volume, availability, handle time, and service levels


• Maintain full compliance with Bank Secrecy Act (BSA) regulations and complete all required BSA training


• Complete special projects and additional duties as assigned by leadership

What You Bring

Experience

• 1 to 3 years of experience in a customer-facing role, preferably in financial services, contact center operations, or a related service environment

Education

• High school diploma or equivalent required

Interpersonal Skills

• A high degree of trust, credibility, and discretion — you will regularly handle sensitive financial and personal information


• Ability to motivate, educate, and advise members and colleagues on matters that carry real weight in people's lives


• Comfortable communicating across all levels, from individual members to internal subject matter experts and managers


• Culturally aware and able to engage respectfully and effectively with a diverse membership community

Work Environment & Physical Requirements

• Primarily sedentary, indoor, climate-controlled shared workspace


• Routine computer use averaging 6 to 8 hours per day


• Occasional lifting of up to 10 lbs; ability to navigate stairs in emergency situations


• Standard office equipment operation: computer, phone, copier, calculator


• Must be available for extended hours or off-site work when requested


• Regular, reliable, and punctual attendance is essential

Mental & Emotional Requirements

• Able to work independently or collaboratively with minimal supervision


• Capable of managing multiple simultaneous priorities under deadline pressure while maintaining accuracy and composure


• Strong verbal communication skills with the ability to convey information clearly and logically


• Exercises the highest level of discretion on confidential internal and external matters


• Performs basic mathematical calculations and demonstrates solid written comprehension skills

About ttg Talent Solutions

ttg Talent Solutions combines hands‑on industry expertise with its ttg OPT technology platform to deliver recruiting, staffing, and nearshoring solutions. With a strong presence across the United States and Latin America and global reach, ttg supports organizations across a wide range of industries through a personalized, professional approach to talent acquisition. At ttg, "We believe in making a difference, One Person at a Time," ttg OPT