Member Services Call Center Specialist

1st MS; Meridian, Northern (MS, KY); Hybrid; USD 28,000 - 40,000; Full time

Job summary

The 1st MS Credit Union is seeking a Call Center Representative to deliver outstanding member service by handling incoming calls, processing routine financial transactions, and resolving inquiries with accuracy and confidentiality.

You will assist members with online and mobile banking, explain products and rates, and cross-sell services that meet member needs while upholding credit union policies and regulations.

Qualifications

• Strong communication skills (verbal and written) with a professional and courteous phone presence.
• Excellent listening and problem-solving skills.
• Ability to handle multiple tasks and maintain accuracy in a fast-paced environment.
• Proficiency in computer systems and Microsoft Office applications; experience with core credit union systems preferred.
• Knowledge of credit union operations, financial products, and compliance regulations a plus.

Responsibilities

• Answer inbound calls promptly and courteously.
• Perform financial transactions such as balance inquiries, account transfers, loan payments, and other account-related activities.
• Assist members with online and mobile banking access, password resets, and troubleshooting digital banking issues.
• Provide information on credit union products, rates, and services, ensuring members are aware of options that may benefit them.
• Take and process loan applications over the phone, gathering required information and forwarding to the appropriate department for review.
• Verify member identity and maintain strict confidentiality of all financial information.
• Research and resolve member account issues, escalating complex situations to management or other departments when necessary.
• Document all member interactions in the system accurately and in a timely manner.
• Meet established performance goals including call quality, service levels, and cross-selling objectives.
• Participate in training programs to stay current on credit union policies, procedures, and product knowledge.
• Support other operational and branch functions as needed.

Skills

Communication skills

Listening skills

Problem-solving

Multi-tasking

Computer proficiency

Education

High school diploma or equivalent

Tools

Core banking systems

Microsoft Office

Job description

The 1st MS Credit Union is seeking a Call Center Representative to deliver outstanding member service by handling incoming calls, processing routine financial transactions, and resolving inquiries with accuracy and confidentiality.

You will assist members with online and mobile banking, explain products and rates, and cross-sell services that meet member needs while upholding credit union policies and regulations.