Member Services Representative

Description

• Provides outstanding service to promote deep and lasting member relationships.
• Answers general inquiries and performs account maintenance via phone or email channels.
• Meets/exceeds key critical metrics.
• Researches and resolves problems under the mentorship of the Supervisor or Lead with a sense of urgency.
• Takes ownership of member concerns, sets the expectations, and provides timely follow-up/resolution.
• Sees opportunities to offer additional credit union products, promotions, and services to members and generates referrals that deepen relationships.
• Maintains knowledge of credit union policies, procedures, and regulations.
• Performs other duties as assigned.

Customer service, Call center, Customer support, banking

• Customer service

• Bilingual Spanish (nice to have)
• Ability to organize and prioritize multiple tasks.
• Resolves requests with a sense of urgency and escalates timely.
• Promotes and participates in a cohesive team environment.
• Effectively communicates ideas and information, both verbally and in writing.
• Takes ownership and acts proactively to solve member concerns.
• Utilizes tools and resources to solve sophisticated inquiries.
• Creatively thinks in an unexpected way to resolve member concerns while adhering to policies and regulations.
• Analyzes information and recommends achievable operational improvements.
• Excellent customer service and communication skills.
• Member-centric with a friendly, professional demeanor.
• Minimum of a high school diploma; some college course work preferred; degree highly desirable.
• 1+ year experience in call center customer service
• Courtesy, tact, and diplomacy with current and potential members, peers, and staff.
• Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired.
• Familiarity and comfort with online systems and other technology.

Intermediate Level

This is a Contract to Hire position based out of Lynnwood, WA.

The pay range for this position is $20.00 - $21.50/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Lynnwood,WA.

This position is anticipated to close on Aug 7, 2026.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.