Member Support Specialist: Connection & Care

Altana Federal Credit Union; Billings (MT); On-site; USD 36,000 - 54,000; Full time

Job summary

Altana Federal Credit Union in Billings, MT is seeking a Support Center Representative to be the first point of contact for members, delivering friendly service and accurate information across phone, online, and digital interactions. You will help members with account needs, transfers, and inquiries while upholding privacy, compliance, and high standards of service.

This role blends empathy with operational precision in a fast-paced environment.

Qualifications

• Foundational understanding of call center or member service operations.
• Strong problem-solving skills with the ability to resolve a variety of member needs.
• Excellent written and verbal communication skills.
• Ability to handle sensitive and confidential information with professionalism.
• Comfort working independently while also contributing to a team.
• Proficiency with standard office technology (phones, computers, systems).

Responsibilities

• Answer inbound calls and assist members with questions, account needs, and fund transfers
• Route calls to appropriate teams when specialized support is needed
• Respond to online messages, voicemails, and digital inquiries with professionalism and care
• Conduct member research to resolve questions and issues effectively
• Process mobile deposits, emails, and digital service requests
• Support members by identifying needs and connecting them to the right solutions
• Process and review daily and periodic reports with attention to detail
• Maintain accuracy and efficiency across all transactions and systems
• Partner with teams across the organization to ensure seamless member experiences
• Provide backup support for ITM Representatives as needed
• Share knowledge and contribute to a positive, team-focused environment
• Stay current on Altana products, services, and policies
• Follow all compliance, privacy, and regulatory guidelines
• Attend required meetings and participate in ongoing training and development
• Maintain dependable attendance and punctuality

Skills

Call center operations

Customer service

Communication

Confidential information handling

Team collaboration

Office software

Education

High School Diploma or GED

Tools

Phone systems

CRM software

Job description

Altana Federal Credit Union in Billings, MT is seeking a Support Center Representative to be the first point of contact for members, delivering friendly service and accurate information across phone, online, and digital interactions. You will help members with account needs, transfers, and inquiries while upholding privacy, compliance, and high standards of service.

This role blends empathy with operational precision in a fast-paced environment.