Member Services Representative I
$45,760–$58,240 year
On-siteBaltimore, Maryland, United States or Sparks, Maryland, United States
Job Summary
Deliver personalized member experiences by handling account openings, maintenance, and transaction processing across voice, text, chat, and video channels. Engage in consultative conversations to uncover member needs, recommend banking solutions, and identify consumer lending opportunities. Assist with fraud prevention, identity theft mitigation, and account security while adhering to regulatory policies and maintaining strict confidentiality. Utilize CRM systems and credit union tools to foster relationships and support daily contact center operations. This role offers full-time employment with an in-office start transitioning to hybrid after 90 days, reporting to the Member Services Contact Center Supervisor.
Required Qualifications
- High School Diploma or GED equivalent
- Ability to obtain and maintain job-related certification if no job-related advanced degree
- Meet or exceed continuing professional education (CPE) requirements
- One (1) or more years of customer service or sales experience
- Contact Center experience
- Proficiency in reading, writing, and speaking Spanish
- Proficient in navigating both new and existing credit union systems
- Maintain a professional and friendly demeanor
- Highly detail-oriented and service-driven
- Strong listening, written, and verbal communication skills
- Capable of working both independently and as part of a team
- Maintain awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security
Desired Qualifications
- Industry experience
- Contact Center experience a plus
- Proficiency in reading, writing, and speaking Spanish is a plus
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