Member Services Specialist II

Overview

About Us At USALLIANCE, we pride ourselves on innovation, teamwork, training and development and career planning. We are a unique members-first Credit Union culture driven by our core values:
Trust, Collaboration, Achievement and Making a Difference. As part of our team, you will have the opportunity to grow both personally and professionally in an inclusive and supportive environment. Represent USALLIANCE in the community and form lasting relationships with our members and partners.

About This Role The Member Services Specialist II provides an exceptional member experience, independently handling most member needs and demonstrating growing confidence and knowledge. This role balances efficiency, accuracy, and proactive problem-solving while supporting less experienced staff when needed.

This is a full-time position and will be working 40 hours per week, with the following hours:

• Monday - Friday, 8:00 AM – 6:00 PM
• Saturday, 9:00 AM – 3:00 PM (Saturdays required, at least once a month)

• Demonstrate a strong working knowledge of Credit Union products, services, policies, and procedures, including promotions and special offers, during member and employee interactions.
• Independently assist existing and potential members by providing quality service and information in a pleasant, professional, and efficient manner via telephone or in person.
• Promptly and accurately perform member transactions and requests, including balance inquiries, deposits, withdrawals, funds transfers, loan payments and advances, debiting and reimbursing fees, opening and closing accounts, placing card and check orders, submitting certificate account maturity instructions, setting up online and mobile banking, and submitting new membership and loan applications.
• Research and resolve moderately complex member inquiries using all available resources to ensure proper follow-up and satisfaction.
• Demonstrate working knowledge of the Credit Union’s sales and service standards, and cross-sell Credit Union products and services during every eligible member interaction.
• Serve as a resource for Level I staff, sharing knowledge and guidance when needed.
• Maintain the privacy and confidentiality of member and employee account and business information.
• Identify and communicate areas for continual improvement of business processes to support efficiency.
• Maintain a high level of professionalism and customer service etiquette in all interactions.
• Document member interactions, including the nature of inquiries, solutions provided, and any follow-up actions.
• Meet or exceed assigned operational performance goals (e.g., adherence to schedule, member satisfaction, quality assurance score).
• Stay updated on product knowledge and policies to provide accurate and up-to-date information to members.
• Any other duties and/or responsibilities as assigned.

• High school diploma or equivalent required.
• Minimum of 2 years contact center experience
• Minimum of 1 year customer service experience
• Minimum of 1 year sales experience in a retail or financial environment preferred
• Previous banking or credit union experience strongly preferred
• Experience in Microsoft Word and Excel
• Strong analytical, organizational, and communication skills
• Work independently and cooperatively with other credit union team members and departments
• Strong communication and active listening skills
• Ability to adapt to changing processes and technologies
• Must demonstrate teamwork by working flexible hours and providing staffing support to other USALLIANCE locations as requested

• Hybrid Schedule (min 3 days in office to maximize collaboration)
• Competitive salary and benefits package including 401K with 6% match
• Paid Time Off, Wellness Time & Paid Federal holidays
• Opportunities for professional development and career growth with exposure to mentorship from the executive team
• A collaborative and inclusive work environment
• High Performance Culture that specializes in training to sharpen and expand skills brought to USALLIANCE

Become a part of a team where your ideas are valued, your growth is supported, and your work makes a difference. Apply today and take the next…