Member Service Representative

United Way of Massachusetts Bay and Merrimack Valley; Remote; USD 80,000 - 100,000; Full time

Job summary

A Credit Union Service Organization is seeking a customer service representative to assist both member and non-member callers in a remote environment. Responsibilities include answering calls, verifying member accounts, and processing transactions in a fast-paced setting. Ideal candidates possess strong communication skills, are detail-oriented, and have a preference for customer service experience. Competitive hourly rate of $19.23, along with benefits like medical coverage and paid time off.

Benefits

Group medical, dental, and vision coverage insurance

Generous Paid Time Off

401(k) with employer match

Wellness Programs

Qualifications

• 6 months of experience in customer service is preferred.
• Must be highly organized and detail oriented.
• Ability to navigate and utilize multiple platforms/computer software simultaneously.

Responsibilities

• Answer phone calls and assist callers with requests and concerns.
• Complete member verification and review accounts.
• Specialize in digital, cards, or loans-related transactions.

Skills

Customer service experience

Excellent written and verbal communication

Organizational skills

Ability to work independently

Experience in a remote work environment

Job description

About S3

We are a Credit Union Service Organization (CUSO) owned by credit unions. We support credit unions by providing world‑class service for loans, deposits, and other financial needs.

Location

Remote

Responsibilities

• Answer phone calls and use knowledge of credit union products, data systems, and web‑based applications to provide information, answer questions, and assist with requests and concerns for both member and non‑member callers.
• Complete required member verification, review accounts, relay company and credit union policy/procedures, and communicate with management or other S3 teams/departments as needed to resolve member service issues in a remote environment.
• Specialize in either digital, cards, or loans‑related queue and process related transactions.
• Correspond with other departments and management via email for additional requests or research.
• Perform additional job‑related projects and duties as assigned by management.

Qualifications & Skills

• 6 months of experience in customer service is preferred.
• Excellent written and verbal communication.
• Thrives in a fast‑paced customer service environment.
• Must be highly organized and detail oriented.
• Ability to work independently and prioritize work effectively.
• Ability to navigate and utilize multiple platforms/computer software simultaneously.
• Experience in a remote work environment with dual monitors is a plus.
• Works well in a structured and procedure‑driven position.

FLSA

Nonexempt

Perks and Benefits

• Group medical, dental, and vision coverage insurance
• Generous Paid Time Off
• Up to 11 Paid Holidays Per Year
• 401(k) with employer match and discretionary contribution
• Employee Referral Program
• Wellness Programs
• Peer‑to‑Peer Recognition Program
• Salary is $19.23/hour

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status.
ADA Statement & Requirements: S3 is committed to the full inclusion of all qualified individuals. In keeping with our commitment, S3 will take steps to ensure that people with disabilities are provided reasonable accommodations.

Work Environment

This position operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Cognitive Requirements

• Constantly: Compile, copy and compare information; analyze and compute information; problem solving and critical thinking; exercise good judgement/reasoning and resourcefully solve routine problems; organize and handle multiple tasks and prioritize; handle confidential/sensitive information; exhibit excellent customer service skills.
• Occasionally: Perform basic mathematical computations.

Physical Requirements

• Constantly: Sit – remaining in a seated position for long periods of time; use hands/fingers for repetitive keyboard & hand motion; speak coherently.

Emotional Effort

Frequent short deadlines. Work environment hectic with continual periods of high stress.

Internal/External Interaction

Steady and ongoing with occasional periods of low volume.