Member Experience Specialist – Contact Center

Local-Government-Federal-Credit-Union; Raleigh (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

Local Government Federal Credit Union Raleigh is seeking a Member Experience Representative to engage with members across multiple channels, explain products and services, and resolve member-related transactions with accuracy.

The role emphasizes delivering world-class service, leveraging technology to address member needs, and maintaining compliance with policies while supporting growth in retention and community service.

Qualifications

• Minimum 1–3 years of customer service experience or a Bachelor’s degree.
• Must be team oriented, results driven, and self-motivated.
• Must be able to manage multiple priorities and accounts in a fluid environment while maintaining accuracy.
• Must be able to work onsite at Credit Union administrative headquarters.
• Must be able to work 8-hour shifts within core operating hours (8:00 am – 7:00 pm), including occasional weekends and holidays.
• Ability to use standard office equipment (PC, copier, telephone).
• Ability to lift a minimum of 25 lbs. (file boxes, printer).
• Travel required occasionally.

Responsibilities

• Respond to member inquiries via email, phone, web chat, text, video conference, and social media.
• Act as the primary source of information for membership eligibility requirements.
• Address member concerns and complaints with appropriate resources as needed.
• Identify, recommend, and cross-sell products and services to members.
• Provide high-quality service while meeting qualitative and quantitative metrics.
• Share knowledge to improve operations and reduce turnaround times.
• Explain policies and products clearly while representing the Credit Union professionally.
• Stay updated on member service policies and procedures.

Skills

Customer service

Team oriented

Multitasking

Onsite work

Education

Bachelor’s degree

Four-year degree

Job description

Local Government Federal Credit Union Raleigh is seeking a Member Experience Representative to engage with members across multiple channels, explain products and services, and resolve member-related transactions with accuracy.

The role emphasizes delivering world-class service, leveraging technology to address member needs, and maintaining compliance with policies while supporting growth in retention and community service.