Member Services Advocate for Credit Union Members

CU*Answers; Grand Rapids (MI); On-site; USD 22,000 - 30,000; Full time

Job summary

CU*Answers Xtend Team is seeking a Member Services Representative to support credit unions nationwide. You will engage members via inbound and outbound communications, verify identities, and document interactions while guiding them through account features and card-related questions.

You will thrive in a fast-paced environment, communicating clearly, professionally, and discreetly. This role emphasizes customer service, collaboration with partners, and ongoing learning with CU*BASE tools.

Qualifications

• High school diploma or pursuing a diploma is acceptable.
• 1–2 years of office or call center experience preferred.
• Experience in customer service (minimum 1 year preferred).
• Strong phone presence and professional demeanor; comfortable with written and verbal communication.

Responsibilities

• Handle inbound calls from credit union members and triage requests.
• Verify caller identity and navigate credit union tools while documenting interactions.
• Educate members on account details, debit/credit card concerns, and general account functionality.
• Make outbound follow-ups and provide timely member callbacks.

Skills

Customer service

Phone communication

Multitasking

Written and verbal communication

Discretion with confidential info

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

CU*Answers Xtend Team is seeking a Member Services Representative to support credit unions nationwide. You will engage members via inbound and outbound communications, verify identities, and document interactions while guiding them through account features and card-related questions.

You will thrive in a fast-paced environment, communicating clearly, professionally, and discreetly. This role emphasizes customer service, collaboration with partners, and ongoing learning with CU*BASE tools.