Member Solutions Specialist I

Vantage West; Tucson, Northern (AZ, KY); On-site; USD 26,000 - 31,000; Full time

Benefits offered by this job

Health coverage

401k plan

Paid time off & holidays

Tuition reimbursement

Volunteer program

Job summary

Vantage West is seeking a member services representative in Tucson, AZ. You will handle high-volume inbound inquiries, process transactions, and deliver exceptional service to promote loan and deposit growth and member engagement.

The role emphasizes knowledge of credit union products and regulatory guidelines, with opportunities to cross-sell and advance within a supportive team environment.

Qualifications

• High School diploma or equivalent.
• Three years of customer service/sales experience; banking/contact center preferred.
• Availability: Monday–Friday 8am–5pm.
• Spanish skills are a plus but not required.

Responsibilities

• Respond to routine member inquiries via phone, email, or secure message across multiple systems.
• Execute transactions with accuracy, security, and attention to detail.
• Build relationships and cross-sell products to meet member needs.
• Maintain up-to-date knowledge of credit union products, services, and policies.

Skills

Active listening

Organization

Time management

Clear communication

Customer service

Multitasking

Screen navigation

Initiative

Credit union knowledge

Regulatory knowledge

Education

High School diploma or equivalent

Three years of customer service/sales experience (banking/contact center)

Tools

CRM systems

Job description

Corporate
2480 N Arcadia Ave
Tucson, AZ 85712, USA

Corporate
2480 N Arcadia Ave
Tucson, AZ 85712, USA

Works with prospective and existing Members in a high-volume contact center environment to provide assistance to routine inquiries. Works inbound calls leveraging multiple systems and applications. Exceptional Member experience is expected and achieved by skillfully aligning product and service solutions that result in loan sales, deposit growth, and Member engagement. Maintains knowledge on all related products, services, and promotions to effectively create cross-sale opportunities based on Member needs.

This role is eligible for a language stipend of $200/monthly after 90 days of employment

Salary range is $19.00 - $22.72/hr. Job Grade, NE 8. Final salary is dependent on a candidate’s experience and qualifications.

QUALIFICATIONS:

Minimum Education & Experience Requirements:

• High School diploma or equivalent
• Three (3) years of customer service/sales experience.
  • To include (1) one year of banking or contact center experience
• Availability: Monday - Friday 8am-5pm
• Spanish speaking skills are a plus but not required

MinimumKnowledge & Skill Requirements:

• Ability to work independently and in a team environment
• Active listening, organization, and time management skills to accurately and effectively service Members
• Ability to communicate clearly and effectively
• Must be customer service oriented with the ability to identify and meet Member needs
• Ability to multitask in a fast-paced and changing environment
• Skilled in navigating multiple screens and applications and adapting to new technologies
• Ability to exercise initiative and use good judgement
• Knowledge of credit union products and services
• Knowledge of credit union policies and procedures and state and federal regulations

COMPETENCIES:

• Customer Focus
• Learning on the Fly
• Functional/Technical Skills

WORKING CONDITIONS/ENVIRONMENT:

Job requires sitting for extended periods of time. No heavy lifting required.

OTHER REQUIREMENTS:

Must comply with all aspects of the Bank Secrecy Act (BSA). Must be able to work a flexible schedule Monday through Saturday as needed.

MAJOR ACCOUNTABILITIES AND TASKS:

1. Responds via phone, email, or secure message to routine Member inquiries regarding account(s). This includes, but not limited to account inquiries (Consumer, Business, Trusts, etc.), transfers, loan payments, loan applications, plastic card issues, online banking technical support, overdrafts, fee reversals, research, etc., while navigating through various systems.
2. Approaches Member requests with a professional, positive attitude and executes transactions with high-level of security, accuracy, and attention to detail.
3. Partners with external departments as a Member advocate to ensure inquiries are resolved in a timely manner.
4. Builds, develops, and maintains relationships with Members to ensure a positive Member experience.
5. Acts as the voice of the Member and recommends process improvements.
6. Determines Member’s financial needs and recommends appropriate products and services. Creates cross-selling opportunities to meet department and individual sales goals, while promoting teamwork.
7. Remains familiar with available resources to respond to Members' requests, questions, and issues.
8. Maintains an up-to-date and comprehensive knowledge on all credit union products, services, promotions, policies, procedures, rules, and regulations.
9. Performs other duties as assigned.

About Us:

At Vantage West, we pride ourselves on fostering a vibrant learning environment where curiosity and growth are at the heart of everything we do. Together, we are not just building a successful company; we are cultivating a community where everyone can thrive.

• Health Coverage – We offer medical, dental and vision coverage for you and your dependents. Other benefits include: life insurance, flexible spending accounts, pet insurance, Team Member Assistance Program (EAP), and Corporate Care Solutions (Backup Child and Adult Care Services).
• Paid Time Off and Holidays – Work-life balance is a focus with generous paid time off, with additional time given for sick days, paid holidays, and 16 hours of paid time to participate in our community volunteer program. We also offer enhanced paid military leave and paid maternity/paternity leave.
• Retirement Savings – Generous 401k Plan.
• Development Activities – We focus on continuous growth by encouraging Job Shadowing and Personal Development Plans, which leads to a 40+% annual internal promotion rate.
• Tuition Reimbursement – We have partnered with the University of Arizona Global Campus to offer eligible full-time employees 100% tuition coverage towards an online Bachelor’s or Master’s Degree.

Equal Opportunity Employer Veterans Disabled

Qualifications

Skills

Behaviors

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Motivations

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Education

Experience

Licenses & Certifications

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.