Contact Center Member Service Representative; Hybrid

Contact Center Member Service Representative (Hybrid)

Denver, CO (Hybrid) | Full-Time
Salary: $20.50 - $24.11/hour

Monday-Friday & Alternating Saturday’s

Work Hours:

9:00AM-5:30PM (Monday-Friday), 9:00AM-1:00PM (Saturday’s)

Accepting applications until the position is filled

At Zing, we believe in more than just banking — we believe in people helping people. That’s why we’re proud to create a workplace where employees feel supported, valued, and empowered to grow.

• We promote from within and support your career goals through tuition reimbursement and ongoing on-the-job training
• Every new hire gets a strong start with a 2-week onboarding program designed to set you up for success
• Whether you're just starting out or ready for the next step, we’re here to help you build your future with us

• We celebrate our team with company outings, potlucks, and festive holiday parties — plus, you’ll even get your birthday off (paid!)
• We’re big on teamwork and appreciation, and our people-first mindset shows in everything we do

• “People over profit” isn’t just a motto — it’s how we operate. We focus on educating and helping our members rather than upselling them
• We proudly partner with local nonprofits and organizations to give back — and employees have opportunities to volunteer and make a difference

As a Contact Center Member Service Representative I, you’ll support members over the phone and through digital channels while helping them navigate Zing’s products and services. This role is ideal for someone who thrives in a fast-paced environment, enjoys helping others, and can remain professional and solution-oriented under pressure.

The ideal candidate will have strong verbal and written communication skills, excellent customer service abilities, mathematical reasoning, attention to detail, and the ability to follow banking procedures and regulatory requirements accurately. You’ll assist members with account maintenance, problem resolution, and service inquiries while ensuring every interaction reflects Zing’s commitment to delivering an outstanding member experience.

In this role, you’ll work collaboratively with team members, use internal systems and resources to resolve member needs, and contribute to department goals related to service quality, compliance, professionalism, and operational efficiency. While this position does not have direct supervisory responsibilities, team members may assist with training and supporting others as needed.

• Provide efficient, accurate, and friendly service to members via phone and other communication channels
• Assist members with opening, closing, and maintaining accounts
• Explain products and services clearly and recommend those that meet member needs
• Troubleshoot and resolve member issues or escalate to Level II/III or management as needed
• Use internal systems and resources to assist with inquiries and maintain service accuracy
• Ensure all transactions and processes comply with regulatory guidelines and internal procedures
• Support training of new and existing staff as assigned
• Maintain high-quality service levels by managing call volume and hold times
• Perform all other duties as assigned

• Deliver excellent service that aligns with Zing’s brand and contributes to positive member reviews
• Maintain survey scores of 8 or higher
• Handle a fair share of weekly call volume and keep average hold times within targets
• Complete required compliance courses and assessments with a minimum score of 85%
• Meet department goals across professionalism, technology, compliance, attendance, security, and call handling
• Maintain reliable attendance and punctuality, limiting unplanned absences or tardiness
• Ensure building and cyber security procedures are followed
• Adhere to BSA, Red Flag, SAFE Act, and other compliance regulations
• Assist in identifying and correcting non-compliance areas as needed

• Excellent verbal and written communication skills
• Strong listening skills and professional phone presence
• Exceptional member service and relationship-building abilities
• Strong…