Multichannel Member Experience Specialist

Prismhr Hire; College Park (GA); On-site; USD 36,000 - 48,000; Full time

Job summary

Marshland Credit Union is seeking a Call Center Representative to be a primary liaison with members, delivering exceptional service through phone, video chat, and online channels. You will handle account transactions, inquiries, and lending information while maintaining confidentiality and compliance with regulatory standards.

The role requires strong communication, multitasking, and knowledge of banking systems, with opportunities to support online and mobile banking services and participate in

Qualifications

• High school diploma or equivalent required; associate’s degree preferred.
• Minimum one year of financial services, call center, or customer service experience preferred.
• Strong communication and active listening skills.
• Ability to multitask in a fast-paced environment.
• Proficiency with MS Office and core banking systems.
• Attention to detail and problem‑solving ability.
• Commitment to confidentiality and professional ethics.

Responsibilities

• Provide prompt, professional service to members via phone, video chat, online chat, active teller, or written correspondence.
• Ensure compliance with BSA, OFAC, and USA Patriot Act, including CIP for new members, account activity monitoring, and reporting of suspicious activity.
• Research and resolve member inquiries, complaints, and routine account-related questions.
• Adhere to and promote professional appearance standards and the credit union’s dress code policy.
• Perform account transactions, including verification, opening/closing accounts, processing stop payments, and answering questions about shares, IRAs.
• Identify opportunities to cross-sell credit union products and services when appropriate.
• Process deposit verification requests accurately and in a timely manner.
• Process mail payments and deposits; balance and verify transactions.
• Assist members with loan-related inquiries and basic lending information.
• Provide support for online and mobile banking services, including MarshLine, Net Banking, Eltropy, ITMs, and password resets.
• Process domestic and international wire transfers in compliance with policy.
• Distribute new member applications and informational materials via mail, fax, or email.
• Research member accounts to ensure accurate follow‑up and satisfaction.
• Maintain strict confidentiality of member information and internal business matters.
• Foster a positive and cooperative attitude when interacting with members and coworkers.
• Perform duties in accordance with the credit union’s 'Commitment to Service Standards' policy.
• Process and approve daily mobile deposits, including verification and rejection notifications.
• Process daily ITM deposits, including verification, rejection notifications, and approvals.
• Assist with instant issue debit card processing, inventory, and mailing.
• Perform additional duties as assigned by management, including tasks outside the standard job scope.
• Community involvement and networking activities.

Skills

Customer service

Communication

Multitasking

MS Office

Core banking systems

Detail orientation

Confidentiality

Education

High school diploma or equivalent

Associate’s degree preferred

Tools

MS Office

Core banking systems

Job description

Marshland Credit Union is seeking a Call Center Representative to be a primary liaison with members, delivering exceptional service through phone, video chat, and online channels. You will handle account transactions, inquiries, and lending information while maintaining confidentiality and compliance with regulatory standards.

The role requires strong communication, multitasking, and knowledge of banking systems, with opportunities to support online and mobile banking services and participate in