MEMBER SUPPORT CENTER SPECIALIST I

Fox Communities Credit Union; Appleton (WI); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life

Short term and long-term disability

401k (Roth and Traditional)

Company contributions including match

Paid time off and caregiver leave

Paid Volunteer Time Off

Job summary

Fox Communities Credit Union is seeking a disciplined Member Support Center Specialist I in Appleton, WI. The role focuses on delivering high-quality member service by phone or electronic channels, handling inquiries, resolving issues, and protecting account confidentiality.

You'll join a team at our Enterprise corporate office, supporting members across multiple channels while maintaining regulatory and policy knowledge.

Qualifications

• 1–3 years of related experience preferred
• Basic technical support skills required
• Strong verbal and written communication; ability to empathize and make decisions with minimal information
• Ability to navigate multiple programs on a computer and multitask
• Spanish and English fluency preferred

Responsibilities

• Promote and uphold Fox Mission, Purpose, Vision, and Values
• Assist members with account inquiries, problem resolution, and maintenance via phone, email, or other electronic channels
• Answer calls in a courteous, timely, and professional manner
• Provide information and direct members to appropriate representatives
• Protect confidentiality of members’ accounts by properly identifying callers
• Understand account titles, roles, and designations to identify authorized parties
• Explain information clearly, avoiding credit union jargon
• Accurately perform monetary transactions
• Make sound decisions on problem resolution and service charges refunds
• Troubleshoot calls regarding member accounts
• Maintain knowledge of credit union policies, processes, and procedures
• Educate members on products and services that meet their needs
• Adhere to goals and member service expectations and quality standards

Skills

Fast-paced environment

Basic technical support

Verbal and written communication

Empathy and decision-making with scant

Multitasking

Bilingual English/Spanish preferred

Job description

MEMBER SUPPORT CENTER SPECIALIST I

Fox Communities Credit Union Appleton, Wisconsin, United States

About this position

We currently have a career opportunity for a full-time Member Support Center Specialist I at our corporate office (Enterprise) in Appleton!

The Member Support Center Specialist I will create a positive first impression and establish strong member relationships while assisting members, potential members, and other departments with their requests by phone or electronic delivery channels.

The primary responsibilities of the Member Support Center Specialist role include but are not limited to:

• Promoting and upholding the Fox Mission, Purpose, Vision, and Values
• Assisting members with account inquiries, problem resolution, and account maintenance on the phone, by email, or in writing via other electronic delivery channels
• Answering the phone in a courteous, timely, and professional manner
• Providing information and directing members to appropriate credit union representatives
• Protecting the confidentiality of our members’ accounts by properly identifying callers
• Understanding account titles, roles, and designations to properly identify parties authorized to access account information and perform transactions
• Explaining information in an easy-to-understand manner, avoiding credit union jargon
• Accurately performing monetary transactions
• Making sound decisions regarding problem resolution and service charge refunds
• Troubleshooting calls regarding member accounts
• Maintaining knowledge about credit union policies, processes, and procedures
• Educating members on products and services that meet their needs
• Adhering to goals and member service expectations, including key phone metrics and quality standards supporting department service levels

Candidates for the Member Support Center Specialist position should possess:

• Experience working in a fast-paced environment and with ability to multi-task. One to three years of similar or related experience preferred
• Basic technical support
• Strong verbal and written communication skills, ability to empathize with members and to make decisions with minimal information
• Ability to navigate throughout various programs on a computer at one time, prioritize work, and multitask
• Ability to assist members with basic technical support of our website, digital banking, and mobile app on multiple types of devices: mobile, tablet, desktop PC, Mac, etc.
• Ability to maintain a continuous workload in a fast-paced environment
• Effective time management and organizational skills
• The ability to speak and translate fluent Spanish and English is preferred.

Fox Communities Credit Union is an over $3 billion in assets community-based credit union serving more than 130,000 members at over 20 locations. We take pride in being a progressive, member-owned, full service financial institution dedicated to serving the community.

Fox Communities Credit Union believes our team members are our most important asset. We offer a great team environment, competitive salary and an excellent benefit package which includes,

• medical
• dental
• vision
• life
• short term and long-term disability insurance
• 401k (Roth and Traditional)
• company contributions including match
• paid time off and caregiver leave
• Paid Volunteer Time Off

As part of our commitment to the communities we serve we also offer all team members Paid Volunteer Time Off!

Equal Opportunity Employer of Protected Veterans, and Individuals with Disabilities.