Member Care Consultant - Part-time

Member Care Consultant

Are you passionate about helping people, solving problems, and creating exceptional member experiences? We’re looking for a Member Care Consultant to support our members through inbound service channels while identifying opportunities to recommend financial solutions that meet their needs.

In this role, you’ll be a trusted point of contact for members, providing prompt, friendly, and knowledgeable service across phone and digital channels. You’ll help resolve account inquiries, support transactions, troubleshoot online services, and contribute to membership growth through thoughtful product recommendations. This is a role for someone who enjoys fast‑paced environments, meaningful conversations, and making a real impact on member satisfaction.

Bilingual (English/Spanish) skills are desired for this role.

We welcome candidates from Southern California and Southern Nevada to apply. Please note that the posted salary range reflects compensation for candidates located in California. If you are based in Nevada, we are happy to provide the salary range specific to your location upon request.

This position offers the opportunity for a hybrid work schedule (in‑office and remote) upon successful completion of training and demonstration of increasing independence in job responsibilities. As you gain proficiency and require less assistance, we will work with you to create a flexible work arrangement that supports both your productivity and work‑life balance.

• Availability Monday through Saturday requested. Schedule will be discussed during interview.

• Respond to member inquiries through inbound calls, messages, and digital channels while meeting service standards and productivity expectations.
• Provide information on accounts, products, and services, and assist with transactions or account maintenance requests.
• Route complex research items or specialized requests to appropriate departments for resolution.
• Assist members with troubleshooting online banking, mobile banking, debit card issues, and other remote service concerns.

• Deliver prompt, courteous support related to balances, transfers, payments, stop payments, address changes, and other account services.
• Anticipate member needs and resolve concerns in an empathetic, thoughtful, and timely manner.
• Communicate clearly with members and internal teams to ensure full understanding and resolution of issues.
• Proactively identify opportunities to enhance the member experience and strengthen relationships.

• Recommend financial solutions such as deposit accounts, convenience services, and loan products that align with member needs.
• Contact prospective or current members regarding promotional offers, new services, or additional financial opportunities.
• Submit referrals to internal partners, including mortgage or investment teams, to support overall member growth.

• Work closely with team members and other departments to ensure seamless service delivery.
• Maintain accurate documentation of member interactions and account activity.
• Support team goals and contribute to a positive, service‑focused work environment.

• Two years of financial services, sales, customer service, call center, or related experience preferred.
• Experience handling high call volumes or working in a fast‑paced service environment is a plus.
• Experience identifying member needs and recommending appropriate solutions is highly desirable.

• High school diploma or general education degree (GED) required.

• Strong communication skills with the ability to explain information clearly and professionally.
• Ability to manage multiple priorities while maintaining attention to detail and service quality.
• Comfortable working in structured environments with performance expectations.
• Ability to remain calm and professional when handling complex or sensitive member concerns.
• Strong problem‑solving skills and a proactive service mindset.
• Bilingual (English/Spanish) skills are highly desirable.

• Make a…