Member Service Center Representative

AmeriCU; Air City (NY); On-site; USD 27,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, vision

HSA contributions

PTO & holidays

401(k) match after 1 year

Employee Assistance Program

Tuition reimbursement

Life Insurance & AD&D

Short-Term Disability

Employee appreciation

Job summary

AmeriCU Credit Union in Rome, NY is seeking a Member Service Center Representative to handle phone, chat, email, and video interactions, acting as the voice of AmeriCU and helping members reach their financial goals.

You will process loan applications, educate members on digital banking tools, maintain CRM records, and uphold BSA/SAFE Act compliance while delivering exceptional service in a fast-paced call center environment.

Qualifications

• Clear verbal and written communication across phone, chat and email.
• Ability to multitask in a fast-paced, high-volume environment.
• Customer-focused mindset with problem-solving skills.
• Comfort with technology and digital service platforms.
• Sales experience and relationship-building abilities preferred.
• Detail-oriented with strong compliance and accuracy.

Responsibilities

• Manage a high volume of inbound and outbound member interactions in a timely, professional manner.
• Build relationships by providing exceptional service and identifying member needs.
• Resolve inquiries and issues while recommending relevant products and services.
• Process loan applications and maintain underwriting knowledge.
• Educate members on digital banking tools and service channels.
• Maintain accurate member records in core systems and CRM.
• Meet or exceed individual performance goals and contribute to team success.
• Follow policies and compliance including BSA and SAFE Act regulations.
• Stay current on products, services and internal processes.
• Maintain operational readiness and report equipment issues.
• Register with and maintain records in the NMLS system as required.

Skills

Strong communication

Multitasking

Customer focus

Tech-savvy

Sales experience

Attention to detail

Job description

Position:Member Service Center Representative

Location: 231 Hill Rd

Rome, NY

Job Id:2784

# of Openings:1

Member Service Center Representative (Call Center Representative)
Location: Rome, NY
Starting Rate - $19.84/hour to $24.80/hour, actual rate will depend on experience.
Status: Full Time
Position is overtime eligible and Incentive earning eligible.

AmeriCU Credit Union is seeking a Member Service Center Representative (Call Center Representative) who is passionate about delivering exceptional member service and building strong relationships. As a Member Service Center Representative (Call Center Representative) , you will be the voice of AmeriCU—supporting members through phone, chat, email, and video interactions while helping them achieve their financial goals.

What You’ll Do as a Member Service Center Representative (Call Center)

• Manage a high volume of inbound and outbound member interactions in a timely, professional manner
• Build strong relationships by providing exceptional service and identifying member needs
• Resolve member inquiries and issues while recommending relevant products and services
• Process loan applications and maintain knowledge of underwriting guidelines and procedures
• Educate members on digital banking tools and alternative service channels to enhance their experience
• Maintain accurate member records within core and CRM systems
• Meet or exceed individual performance goals and contribute to team success
• Follow all policies, procedures, and compliance requirements, including BSA and SAFE Act regulations
• Stay current on products, services, and internal processes through ongoing learning and development
• Maintain operational readiness by following procedures and reporting equipment issues
• Register with and maintain records in the NMLS system as required

What We’re Looking For

• Strong communication skills (verbal and written across phone, chat, and email)
• Ability to multitask and thrive in a fast-paced, high-volume environment
• Customer-focused mindset with strong problem-solving skills
• Comfort with technology and digital service platforms
• Sales and relationship-building experience preferred
• Detail-oriented with a commitment to compliance and accuracy

At AmeriCU, our Member Service Center Representativeroles are designed for growth and advancement. Whether you're launching your career or looking for your next step, we provide the tools and support to help you succeed.

We offer:

• Competitive Medical, Dental, and Vision plans
• Health Savings Account contributions
• Generous Paid Time Off and Paid Holidays
• 401(k) with employer match after one year
• Employee Assistance Program
• Tuition Reimbursement (after one year, full-time)
• Company-paid Life Insurance and AD&D
• Enhanced Short-Term Disability coverage
• Employee appreciation events and a collaborative team culture

About AmeriCU Credit Union

AmeriCU is a not-for-profit credit union based in Rome, NY with over $3 billion in assets and serving more than 200,000 members across Central New York and beyond. For over 75 years, we have remained committed to our members, employees, and communities.

We are proud to have been recognized as one of the Best Companies to Work for in New York State and named by American Banker as one of the Best Credit Unions to Work for in the United States.

Learn more:

• https://www.americu.org/in-our-community/