Member Service Center Specialist - First-Contact Resolution

Clear Destination Inc.; Northern (KY); Hybrid; USD 18,000 - 28,000; Full time

Job summary

Clear Destination Inc. is seeking a motivated member services professional to provide service support in a fast-paced call center environment.

You will handle 50–100 first-tier calls daily, address inquiries, perform account research, and uphold regulatory compliance while delivering accurate information. You will aim for first contact resolution using knowledge bases, self-service tools, and collaboration with teammates to enhance efficiency.

Qualifications

• High school diploma or equivalent.
• Minimum 1 year of customer service experience.
• High energy, positive attitude, self-starting and coachable.
• Strong interpersonal, verbal, written and active listening skills.
• Adaptitude to develop and own strong understanding of regulatory and departmental policies.
• Ability to work effectively and pay attention to detail in fast paced environment, leveraging tools to drive a first contact resolution every time.
• Adapt quickly to changes in strategies, tools or tactics.
• Desire to form and make business improvement recommendations.
• Ability to build strong internal peer and team partnerships.
• Desire to meet all established performance goals consistently.

Responsibilities

• Service 50-100 first tier incoming member calls daily, including general member inquiries, account research, fraud and disputes or as assigned.
• Develop and display a complete understanding of all required Visa, governmental, regulatory, and departmental policies, procedures, and compliance guidelines, particularly those pertaining to customer verification.
• Deliver on a first contact resolution experience by using all resources, including our process knowledge repository, self-servicing tools and available surrounding support.
• Demonstrating problem solving and process improvements skills, to reduce member effort and improve our business best practices.
• Based on member need, promote the adoption of or conversion to available credit union products and services.
• Own the ability to quickly adapt and support new strategies, to tools, and tactics to better service our members.
• Build strong internal partnerships with management and peers in contributing to a productive and quality team environment.
• Meet or exceed all key performance experience goals, completing all assigned work with accuracy as established by BCU guidelines and training.
• Other duties as assigned.

Skills

Customer service

Active listening

Interpersonal skills

Verbal communication

Written communication

Attention to detail

Problem solving

Adaptability

Team collaboration

Goal-oriented

Self-motivation

Education

High school diploma or equivalent

Tools

Windows

Job description

Clear Destination Inc. is seeking a motivated member services professional to provide service support in a fast-paced call center environment.

You will handle 50–100 first-tier calls daily, address inquiries, perform account research, and uphold regulatory compliance while delivering accurate information. You will aim for first contact resolution using knowledge bases, self-service tools, and collaboration with teammates to enhance efficiency.