Member Service Officer

Jobtailor; Alaska; On-site; USD 45,000 - 65,000; Full time

Job summary

Jobtailor is seeking a service-focused professional to support the Member Service Center, handling escalations and complex member requests while guiding new hires through nesting periods. The role emphasizes coaching, process improvements, and maintaining strong member relationships.

The ideal candidate will have strong communication, personnel management skills, and the ability to problem-solve and provide solutions to meet financial goals for members.

Qualifications

• High School Graduate or equivalent required.
• Passion for helping people and building relationships to assist members meet financial goals.
• Strong communication and personnel management skills.
• Ability to ask open-ended questions, solve problems, and provide solutions.
• Performance that meets or exceeds expectations as stated on evaluation materials.
• Directly related work experience and/or accelerated training may substitute for tenure.

Responsibilities

• Provide assistance across all Member Service Center queues.
• Support new knowledge and job functions during nesting periods for Member Service Center employees.
• Resolve member interactions and escalations across queues and channels.
• Maintain knowledge of credit union services, policies, procedures, and Member Service Center functions.
• Provide prompt, professional, knowledgeable, and courteous member service.
• Support new hires during transition from training to production (day 15–day 90).
• Deliver real-time quality support to specialists during nesting, including addressing escalations.
• Lead member recovery activities related to complaint management.
• Coach and support contact center employees to reinforce training and address improvement areas.
• Recommend enhancements considering member and employee experience.
• Support introduction and integration of new call center disciplines.
• Achieve individual and business line goals through leadership activities.
• Perform other duties as assigned.

Skills

Strong communication

Personnel management

Problem solving

Coaching and training

Relationship building

Education

High School Diploma or equivalent

Job description

• Provide assistance across all Member Service Center queues
• Support new knowledge and job functions during nesting periods for Member Service Center employees
• Resolve member interactions, escalations, and more technical or complex requests across queues and contact channels
• Maintain knowledge of credit union services, policies, procedures, and Member Service Center functions
• Provide prompt, professional, knowledgeable, and courteous member service
• Support new hires during the transition from classroom training to production from day 15 to day 90
• Deliver real-time quality support to specialists during nesting, including addressing escalations and misdirected or mishandled calls
• Lead member recovery support activities related to complaint management
• Coach and support contact center employees to reinforce training and address improvement areas
• Recommend Member Service Center and organizational enhancements considering member and employee experience
• Support the introduction and integration of new call center disciplines
• Achieve individual and business line goals through leadership activities
• Perform other duties as assigned

Requirements

• High school graduate or equivalent
• Passion for helping people and the drive to build relationships that assist members meet financial goals
• Strong communication and personnel management skills
• Ability to effectively ask open-ended questions, problem solve and provide solutions
• Performance that meets or exceeds expectations as stated on the Employee Success Profile and/or employee evaluation
• Directly related work experience and/or accelerated training completion may be substituted for tenure

Core Competencies

Demonstrates strong member service capabilities, effective communication, and personnel management skills while supporting new hires and resolving complex member interactions. Focuses on enhancing member and employee experiences through coaching and process improvements.

Highest-signal resume keywords

• Member Service Support
• Communication Skills
• Personnel Management
• Problem Solving
• Coaching and Training

ATS Optimization Keywords

Soft Skills

• Strong Communication
• Relationship Building
• Customer Service
• Problem Solving

Certifications & Qualifications

• High School Graduate or Equivalent

Industry Keywords

• Member Service Center
• Complaint Management
• Call Center Disciplines
• Nesting Periods
• Employee Success Profile