Member Service Representative (Call Center)

Credit Union 1 Alaska; Anchorage (AK); On-site; USD 29,000 - 39,000; Full time

Benefits offered by this job

Health & Wellness

401(k) retirement plan

Paid time off

Employee loan and mortgage discounts

Job summary

Credit Union 1 is seeking a Member Service Representative (Call Center) in Anchorage, Alaska. This role handles member transactions via phone, email, and mobile app, delivering excellent service and promoting CU1 products. Strong communication, a 35 WPM typing speed, and a sales mindset are required.

Eligible candidates may transition to a hybrid schedule after a 6‑month in‑office probation. The position offers a competitive hourly wage of $20.52–$27.94, with standard benefits and potential for

Qualifications

• Excellent communication skills, with the ability to build relationships with members through all channels.
• Must be able to type at least 35 WPM and have the ability to use a 10-key calculator.
• Must project a positive sales attitude and proactively evaluate and present credit union products and services.

Responsibilities

• Assist members by phone with a variety of transactions in a confidential and professional manner.
• Take ownership of every member interaction and provide timely follow-up on issues.
• Meet or exceed MSR KPI’s and contribute to department goals.

Skills

Communication skills

Call center experience

Typing 35 WPM

Sales attitude

Financial institution experience

Education

High school diploma or equivalent

Job description

Member Service Representative (Call Center)

Job Category: Member Service

Requisition Number: MEMBE002073

• Posted : October 5, 2026
• Full-Time
• Hybrid

Locations

Showing 1 location

• Pay or shift range: $20.52 USD to $27.94 USD
  At Credit Union 1, we are committed to fostering an inclusive, equitable, and transparent workplace. The salary range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job‑related reasons. In line with our salary administration policy, starting base salaries for new hires typically fall in-between the minimum and midpoint of the designated pay range.

Description

Member Service Representative’s (MSR’s) provide exceptional member service in an expedient, accurate and courteous manner via alternative service channels such as phone, email, and the CU1 mobile app. MSR’s have a thorough knowledge and understanding of all credit union products and services and seek opportunities to provide members with new and underutilized products and services. They are responsible for meeting individual goals and department objectives. In all dealings with the public, members, and employee’s responsibility or ownership is taken and timely follow up is done on pending issues.

This position is open to a hybrid work schedule after successful completion of a probationary period (6 mons in‑office). Candidate's must reside in Alaska to be considered for this role.

Pay Range: $20.52 - $27.94

ESSENTIAL JOB FUNCTIONS:

• Assists members by phone with a variety of transactions in an efficient, accurate, confidential and professional manner.
• Takes ownership of every member interaction, whether it requires a call back, extended research or assistance from other teams.
• Works independently and utilizes effective problem solving skills to resolve complex issues; effectively uses position authority and knowledge of operating and security procedures in order to make on-the-spot decisions including exceptions, adjustments and overrides. Referring situations outside authority level to the appropriate department.
• Meets or exceeds individual MSR KPI’s (key performance indicators) and contributes to Member Service Center departmental goals.
• Provides member walk-throughs on technologies offered by the credit union such as ATM’s, DocuSign, and Online Access, Mobile Deposit, Bill Pay, Mobile Wallet and other technologies utilized by the credit union.
• Reviews suspicious or unusual transactions and items. Approves transactions within defined authority levels. Uses outlined security procedures in conjunction with sound judgement to identify and deter potential fraudulent requests.
• Multi-tasks by working with multiple software programs concurrently to accurately complete requests, while simultaneously communicating with members.
• Remains up to date and educated on products, services and marketing promotions to best match the members needs with the credit unions offerings.

SENIOR MEMBER SERVICE REPRESENTATIVE:

In addition to the foundational behaviors of MSR, the Senior Member Service Representative will:

• Provide support in the research and resolution of escalated member issues.
• Have more advanced authority to issue transaction overrides and expire warnings.
• Update and maintain all member documentation according to procedure.
• Respond to member emails through the Secure Message Center.
• They demonstrate strong leadership skills and lead by example in the areas of member service, risk management, and the overall employee experience.
• Meets or exceeds Senior MSR KPI’s and contributes to Member Service Center departmental goals.

ADDITIONAL REQUIREMENTS:

• Assists department manager and assistant manager on other service tasks performed in the Member Service Center.
• Meets the current standards as established for the department in the completion of all assigned duties.
• Performs other duties as assigned.

QUALIFICATIONS:

MSR

Must be a high school graduate or equivalent, with a minimum of six months of financial institution experience or previous call center experience required. Excellent communication skills, with the ability to build relationships with members through all channels. Ability to effectively communicate one‑on‑one and in a group setting. Ability to remain calm when helping difficult and/or irate members. A professional appearance is required. Must project a positive sales attitude and proactively evaluate and present credit union products and services that best meet a person’s financial needs. Must have strong organizational skills and the ability to adjust priorities to meet deadlines in a fast paced environment. Must be able to type at least 35 WPM and have the ability to use a 10‑key calculator. Responsible for abiding by and complying with the policy for compliance with the Bank Secrecy Act and anti-money laundering laws and regulations (BSA/AML) and the policy for compliance with office of foreign asset control laws and regulations (OFAC).

SENIOR MSR

Must meet all requirements of the MSR position and have a minimum of one‑year financial institution experience; strong call center experience or equivalent transferrable skills is required. Must possess exceptional communication skills through telephone or written mediums.

BENEFITS AT CU1:

At Credit Union 1, we believe in life balance, which means supporting our employees both at work and when away. Eligible positions enjoy a comprehensive benefits package designed to promote overall wellbeing‑ financially, professionally and personally.
Health & Wellness
Credit Union 1 offers employees multiple medical plans to choose from, including PPOs and HSA‑qualified plans, as well as dental, vision, and services to support overall mental and physical health.
Financial Security
Employees and their families are supported in life planning with employer‑paid life insurance, disability coverage, and AD&D coverage. Voluntary plans are offered to cover critical illness, accidents, and hospital indemnity expenses. Employees participate in 401(k) retirement plan with company matching contributions and profit‑sharing contributions.
Additional benefits support our employees' lifestyle and family, with generous paid time off, access to CU1's accredited early learning center in Anchorage, Alaska, employee loan and mortgage discounts, education assistance, volunteerism and community engagement opportunities within the communities we serve.

Only applicants who meet the minimum requirements for the position will be considered for an interview. This position closes October 12th at 10:00am.

Please note:

Credit Union 1 does not provide relocation assistance. If selected for an on‑site position, candidates will be responsible for relocating to Alaska prior to the agreed upon start date at their own expense.

To be eligible for this position, applicants must be legally authorized to work in the United States without restriction. Credit Union 1 does not provide visa sponsorship.

Thank you for your interest in the opportunity with Credit Union 1!

Background Screening Statement:

Candidates selected for a position at Credit Union 1 will be subject to a criminal background check prior to their employment. An offer of employment may be rejected or terminated based on receipt of an unacceptable background screening.

EEO Statement:

Credit Union 1 provides equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any type without regard to race, color, religion, sex, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

E-Verify Statement:

Credit Union 1 participates in E-Verify and will provide the federal government with your form I‑9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, Credit Union 1 is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before Credit Union 1 can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer an completed the Form I-9. For more information on E-Verify, or