Member Services Representative I

USF Credit Union; Orlando (FL); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

401k matching

Mortgage/Auto discounts

PTO & holidays

Health insurance

Disability & life insurance

Tuition reimbursement

New employee orientation

Think Big culture

Job summary

USF FCU is seeking a Member Services Representative I to assist members with inquiries via phone, email, or chat, address product information, and ensure a positive experience. You will manage transactions, update records, and escalate complex issues as needed.

Role emphasizes meeting sales goals, maintaining service metrics, and collaborating with teams to deliver financial solutions in a hybrid work environment, with focus on accuracy and confidentiality.

Qualifications

• Required Education And Experience: High School diploma or equivalent.
• At least 1 year of related experience.
• Banking/financial industry experience preferred.

Responsibilities

• Assist members and potential members with inquiries about accounts, online banking, products, and services.
• Update member information, access account details, and process account changes.
• Route complex issues to appropriate departments or specialists.
• Meet or exceed sales goals by identifying opportunities and upselling products or services.
• Meet call handling metrics and maintain high member satisfaction.
• Perform other duties as assigned.

Skills

Time management

Analytical skills

Collaboration

Passion

Innovation

Education

High School diploma

1 year related experience

Banking/financial experience preferred

Tools

MS Office (Word, Excel, PowerPoint)

Job description

Reports To

Assistant Member Services Manager

When joining USF Federal Credit Union, you can expect to work for a company that:

• Strives to be the most influential partner in our Members’ financial journey.
• Has been recognized with awards such as the Sterling Governor’s Award for Excellence and League of Southern Credit Unions & Affiliates Credit Union of the Year.
• Has a culture of engagement, growth, process improvement and community volunteerism.
• Received the Top Places to Work award for 2024 in Financial Industries.

What’s In It For You

• Competitive pay, robust incentive programs, 401k matching, Mortgage and Auto Loan discounts
• 4 weeks minimum paid time off work, work anniversary paid time off, 11 paid holidays and 8 hours paid volunteer time off.
• Medical, Dental and vision plans with FSA option. (Employee Only Premiums for Dental and Vision are 100% Credit Union covered).
• 100% Credit Union Paid Short-Term and Long-Term Disability and Life Insurance
• Employee Assistance Program
• Undergraduate and Graduate Tuition Reimbursement
• In-depth New Employee Orientation showcasing Credit Union Values and Vision
• A Think Big culture dedicated to performance excellence and continual growth

Position Summary

Under the general direction and supervision of the Assistant Member Service Manager, this position will be responsible for identifying members’ financial needs and providing the best financial solutions. The Member Services Representative I will handle member interactions through various channels like phone, email, or chat, by addressing inquiries, resolving complaints, providing information about products and services, and ensuring a positive member experience; following set guidelines to efficiently manage high call volumes.

Essential Functions Include

• Assists members and potential members with credit union general inquiries regarding accounts, online banking, products, and services. Ensures member authentication and confidentiality. Handles a broad variety of member transactions with accuracy while providing exceptional member experience.
• Updating member information, accessing account details, and managing account changes.
• Routing complex issues to appropriate departments or specialists when necessary.
• Meet or exceed sales goals by identifying potential sales opportunities and upselling products or services when relevant. This includes making recommendations and cross-selling additional products and services, including core account products, checking, money market, certificates, loan products, e-services, referrals etc. that deepen member relationships.
• Meeting call handling metrics and maintaining high member satisfaction levels.
• Performs other duties as assigned.

Reports To

Assistant Member Services Manager

Manages

This role does not have supervisory responsibilities.

Required Competencies

• Excellent Time Management
• Analytical and Organizational Skills
• Collaboration
• Passion
• Innovation

Required Education And Experience

• High School diploma or equivalent.
• At least 1 year of related experience.
• Banking/financial industry experience preferred.

Additional Skills

• A friendly, courteous, and professional attitude.
• Excellent spoken, written, and visual communication and presentation skills.
• Ability to multi-task with excellent organizational and project management skills.
• Working knowledge of MS Office (Word, Excel, PowerPoint).
• Must be team player, self-starter, highly motivated and self-confident with the ability to work collaboratively and independently.
• Demonstrated strong organizational skills and exceptional attention to detail.
• Must enjoy working with the public and be able to effectively deal with people under adverse and stressful conditions.
• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

Work Environment

This role is currently supported by a hybrid working environment, combining in-office and remote work. Work arrangements are subject to change and may be adjusted at any time to meet business or operational needs. This job operates in an office setting and routinely uses standard office equipment.

Physical Requirements

Sitting frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10lbs of force occasionally to life, carry, push, pull, or move objects.

Position Type/Expected Hours Of Work

Full-Time/40 hours per week

Classification

Non-exempt

Other Duties

Please not this job description is not a comprehensive list of activities, duties or responsibilities that are required in this position. Duties, responsibilities and activities may change at any time with or without notice.

About Us

For 65 years, USF FCU has experienced rapid growth and is dedicated to delivering financial solutions to improve our members’ lives. Our success is thrilling, but our core values of excellence, passion, innovation, community, and collaboration mean our relationships with our members and our employees will always be our top priority! We have grown to over 73,000 members and $1.1 billion in assets, robust online and mobile banking, 9 branch locations and thousands of shared branches and fee‑free ATMs nationwide.

Our vision is to be the most influential partner in each member’s financial journey.

Our mission is to deliver financial solutions to improve members’ lives.