Member Care Representative

OUR LEADERSHIP PHILOSOPHY

At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our leadership competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices align with our vision of fostering a resilient and forward‑thinking organization.

As such, we all hold ourselves accountable to the following competencies.

We seek an individual leader who demonstrates interpersonal awareness, embraces change and learning, utilizes critical and creative thinking, and takes personal ownership of responsibilities. This role is focused on delivering high‑quality, one‑call resolution service while actively contributing to team dynamics and organizational excellence.

• Demonstrates Interpersonal Awareness & Skills – Active listening, clear communication, and positive relationship building.
• Embraces Change & Learning – Adaptability, continuous personal development, and support for team growth.
• Utilizes Critical & Creative Thinking – Innovative problem solving, proposing improvement opportunities, and challenging inefficiencies.
• Takes Personal Ownership – Responsibility for performance goals, proactive collaboration, and self‑improvement.

Under close supervision, the Member Care Representative I assists members and callers with telephone requests following proper security and verification procedures. The role handles routine inquiries, resolves caller issues, and educates callers about suitable products and services to provide a one‑call resolution environment.

• Assists members and potential members with telephone or electronic requests.
• Utilizes critical and creative thinking for problem resolution and to foster a one‑call resolution environment with the desired result.
• Takes personal ownership to fulfill member requests and seeks opportunities to deepen member relationships by promoting the credit union’s products and services.
• Maintains regular member follow‑up and maintenance via a customer relationship management system.
• Adheres to credit union policies and procedures and complies with all regulations related to the position.
• Follows and adheres to the Credit Union’s policy regarding attendance and punctuality.

• Goal‑oriented, sales‑focused, and results‑driven.
• Effective communicator who engages with members and builds relationships regarding products and services.
• Ability to prioritize tasks and attention to detail.
• Familiarity in a professional, service‑focused, and fast‑paced environment.
• Courtesy, tact, and diplomacy.
• Working knowledge of Microsoft Office products.
• Frequent interactions with the public over the phone or through electronic channels.

• High school diploma or equivalent.
• One to twelve months of experience in a member/customer service role.
• Previous sales experience preferred.

The mandate for this position is hybrid
. The hybrid schedule must include mandatory in‑office mandays in Dover for two days per week. Scheduling will depend on management discretion and organizational needs.

• Student Loan & Tuition Assistance – Helping to reduce debt or support education.
• Employee Loan Discounts – Access to lower rates on personal loans.
• Weekly Paychecks – Enhanced earning frequency.
• 401(k) with Employer Match & Profit Sharing – Contributions and vesting.

• Lighthouse Leave Program – Paid leave for major life moments.
• Volunteer Time Off (VTO) – Paid hours for community service.
• PTO + Paid Federal Holidays – Rest and recharge.
• Balanced Schedule – All branches close by 5 pm and on Sundays; no late nights or unpredictable shifts.

• Comprehensive Medical, Dental & Vision Plans – Quick start coverage.
• HSA/FSA Options – Pre‑tax savings for health expenses.
• Discounted Pet Insurance – Coverage for furry family members.
• Employee Assistance Program (EAP) – 24/7 confidential support.

• Annual Bonus Program – Recognizing achievements.
• Engagement Groups – Access to communities such as Pride at Work, Women in Leadership, and Book Club.
• Ongoing Training & Career Growth – Development from day one.
• Annual Summit & Team Outings – Bringing the workforce together.

LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER