Member Experience Specialist (Hybrid)

Advancial Federal Credit Union; Irving (TX); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Healthcare benefits

Life insurance

401(k)

11 company holidays

3 weeks vacation

Tuition assistance (80% after 1 year)

Pet insurance

Vacation homes use

Job summary

Advancial Federal Credit Union in Irving, TX is seeking a customer service-oriented associate to deliver high-quality member service across phone, email, and chat channels. You will process transactions, assist with online banking, and identify cross-selling opportunities while staying current on product knowledge and regulatory changes.

This hybrid role at our Remote Operations Center offers a salary of $20–$25 per hour, opportunities for training, and a culture that emphasizes collaboration,

Qualifications

• Associate's Degree (A.A.) or equivalent from two-year college or technical school.
• Banking or call center experience preferred after 1 year.
• Basic understanding of banking products and services (checking, savings, loans, and credit cards).
• Familiarity with customer service principles and call center operations.
• Experience using computer systems, CRM platforms, and multiple applications simultaneously.
• Time management and organizational skills.
• Problem-solving and critical thinking abilities.

Responsibilities

• Provide high-quality member service through phone, email, and chat, resolving inquiries regarding accounts, transactions, and products.
• Process account transactions accurately and efficiently, including deposits, withdrawals, loan payments, and check orders.
• Assist members with online banking services, troubleshooting issues and guiding them through our systems.
• Evaluate member needs to identify opportunities for cross-selling credit union products and services.
• Maintain up-to-date knowledge of credit union products, policies, and changes in regulations.
• Handle member complaints with professionalism and empathy, striving for timely resolution.
• Document member interactions in the CRM system for future reference and quality control.
• Participate in training and ongoing education to improve skills and product knowledge.
• Cultivate a positive, respectful, and collaborative culture across the organization—fostering strong relationships among staff, departments, branches, and external partners.

Skills

Customer service

Banking products knowledge

CRM systems

Time management

Problem solving

Education

Associate's Degree

Tools

CRM platforms

Multiple applications

Computer systems

Job description

Advancial Federal Credit Union in Irving, TX is seeking a customer service-oriented associate to deliver high-quality member service across phone, email, and chat channels. You will process transactions, assist with online banking, and identify cross-selling opportunities while staying current on product knowledge and regulatory changes.

This hybrid role at our Remote Operations Center offers a salary of $20–$25 per hour, opportunities for training, and a culture that emphasizes collaboration,