Member Service Representative; Call Center

Job Category:
Member Service

Requisition Number: MEMBE
002073

• Posted :
  October 5, 2026
• Full-Time
• Hybrid

Showing 1 location

• Pay or shift range: $20.52 USD to $27.94 USD
  At Credit Union 1, we are committed to fostering an inclusive, equitable, and transparent workplace. The salary range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job‑related reasons. In line with our salary administration policy, starting base salaries for new hires typically fall in-between the minimum and midpoint of the designated pay range.

Member Service Representative’s (MSR’s) provide exceptional member service in an expedient, accurate and courteous manner via alternative service channels such as phone, email, and the CU1 mobile app. MSR’s have a thorough knowledge and understanding of all credit union products and services and seek opportunities to provide members with new and underutilized products and services. They are responsible for meeting individual goals and department objectives.

In all dealings with the public, members, and employee’s responsibility or ownership is taken and timely follow up is done on pending issues.

This position is open to a hybrid work schedule after successful completion of a probationary period (6 mons in‑office). Candidate's must reside in Alaska to be considered for this role.

Pay Range: $20.52 - $27.94

• Assists members by phone with a variety of transactions in an efficient, accurate, confidential and professional manner.
• Takes ownership of every member interaction, whether it requires a call back, extended research or assistance from other teams.
• Works independently and utilizes effective problem solving skills to resolve complex issues; effectively uses position authority and knowledge of operating and security procedures in order to make on-the-spot decisions including exceptions, adjustments and overrides. Referring situations outside authority level to the appropriate department.
• Meets or exceeds individual MSR KPI’s (key performance indicators) and contributes to Member Service Center departmental goals.
• Provides member walk-throughs on technologies offered by the credit union such as ATM’s, Docu Sign, and Online Access, Mobile Deposit, Bill Pay, Mobile Wallet and other technologies utilized by the credit union.
• Reviews suspicious or unusual transactions and items. Approves transactions within defined authority levels. Uses outlined security procedures in conjunction with sound judgement to identify and deter potential fraudulent requests.
• Multi-tasks by working with multiple software programs concurrently to accurately complete requests, while simultaneously communicating with members.
• Remains up to date and educated on products, services and marketing promotions to best match the members needs with the credit unions offerings.

In addition to the foundational behaviors of MSR, the Senior Member Service Representative will:

• Provide support in the research and resolution of escalated member issues.
• Have more advanced authority to issue transaction overrides and expire warnings.
• Update and maintain all member documentation according to procedure.
• Respond to member emails through the Secure Message Center.
• They demonstrate strong leadership skills and lead by example in the areas of member service, risk management, and the overall employee experience.
• Meets or exceeds Senior MSR KPI’s and contributes to Member Service Center departmental goals.

• Assists department manager and assistant manager on other service tasks performed in the Member…