Senior Member Service Center Representative; Bilingual - English​/onsite​/hybr

Description

The Senior Member Service Center Representative is responsible for providing an exceptional member experience to existing and potential members through telephone, email, chat, the message center, and social media. The representative leads by example and coaches the team on operational excellence, member experience, needs‑based conversations, and financial solutions.

• Consistently execute behaviors aligned with All One’s values and member service standards to deliver an exceptional experience via telephone, online chat, email, message center and social media.
• Perform all MSC operational duties, including loan log review, QC log review, ordering of office supplies, and QC call reviews.
• Respond to member inquiries and perform necessary transactions or research to resolve issues (e.g., deposit products, lending products, account discrepancies).
• Collaborate with branches to coordinate and schedule member appointments, both digitally and in person.
• Act as the first escalation point for all Member Service Center Representatives.
• Coach and mentor MSC staff to achieve goals and develop their abilities; provide ongoing training and motivation.
• Support members and branch staff with consumer and business digital branch products and services, including troubleshooting and education.
• Enter consumer loan application requests over the telephone and guide members through the online loan application process.
• Digitally close, fund, and obtain required documentation for consumer loans; recommend appropriate loan insurances.
• Recommend solutions to meet member needs; consult or refer to product specialists when necessary.
• Maintain strong knowledge of all credit union products and services to promote opportunities to members.
• Provide daily support for all electronic banking products/services (Online/mobile banking, Bill Pay, P2P, mobile deposit, external transfer, Visa online).
• Support, maintain files, and troubleshoot technical issues for members.
• Assist management with communicating procedure updates when processes change.
• Administer supervisor overrides for restricted transactions within assigned limits.
• Continuously increase knowledge and skills through self‑motivation, formal education, seminars, and in‑house training.
• Adhere to All One Credit Union policies, procedures, and regulations (BSA, OFAC, and others).

• Provide support and training to new hires as needed.
• Participate in assigned projects or committees within the credit union.

Employees at All One Credit Union receive a comprehensive, affordable, and competitive benefits package, including a 401(k) plan with 100% of the first 5% match contribution and a 3% safe harbor contribution.

This position is eligible to work remotely up to 2 days per week after 3 months of hire, in accordance with the Work From Home Guidelines. Salary range: $21.57–$32.35 per hour, adjusted based on experience and other factors.

• High school diploma or equivalent.
• One to three years of prior banking experience and strong knowledge of credit union products and services.
• Effective communication skills, both oral and written, to build rapport with members and employees.
• Excellent member service, active listening, and attention to detail.
• Strong time‑management, organizational, problem‑solving, and adaptability skills.
• Comfortable with technology and a working knowledge of Microsoft Outlook, Word, and Excel.
• Ability to work a rotating schedule Monday through Saturday.
• Registered with the Nationwide Mortgage Licensing System.
• Bilingual (English/Spanish) preferred but not required.

All One Credit Union embodies core values in all interactions, fostering partnerships, trust, and community both internally and externally.

All One Credit Union is an Equal Opportunity Employer – Vets/Disabled.