Member Service Specialist - Remote Job California Missouri USA,Customer Service/HelpDesk

Location: California

Job Details

Location:

Remote (CA - NA). Salary Range: $23.16 - $28.95 hourly.

Job Summary

Delivers on University Credit Union’s core purpose of giving the university community a financial edge by providing exceptional service and support through inbound and outbound phone, video, and digital channels. The Member Services Specialist ensures each member interaction is positive, professional, and consistent with UCU’s CHAMPION values. This remote role is responsible for processing financial transactions, resolving account inquiries, promoting credit union products and services, and supporting digital banking needs while contributing to a seamless member experience.

Key

Duties and Responsibilities

Perform Financial Transactions – Accurately process a wide range of member transactions, including deposits, withdrawals, loan payments, and internal transfers for checking and savings accounts.

Execute and Confirm Member Requests – Verbally confirm transactions to ensure member needs are fully met.

Resolve Member Inquiries – Provide clear and timely resolutions for account questions, system issues, and product inquiries. Research discrepancies and determine eligibility for adjustments or exceptions.

Support Digital Banking Services – Assist members with mobile and online banking, including password resets, Payrailz and bank transfer requests, and troubleshooting access issues across digital platforms.

Assist with Loan and Payment Servicing – Handle loan payments, validate amounts, and ensure account updates are completed promptly and accurately.

Maintain Operational Accuracy and Reporting – Complete required weekly and monthly reporting, and elevate issues that may impact accuracy or member satisfaction. Notify supervisors of any discrepancies in a timely manner.

Promote Products and Financial Solutions – Identify opportunities to improve member financial wellness by recommending relevant UCU products and services. Meet service and referral goals through personalized needs-based conversations.

Maintain Professional Standards in Remote Environment – Uphold a high level of professionalism through tone, communication, appearance (for video interactions), and punctuality. Foster a respectful and member-focused virtual work culture.

Support Internal Departments and Cross-Functional Needs – Collaborate with team leads and other departments to complete special requests, merchant verifications, and interdepartmental escalations.

Comply with Regulatory and Organizational Requirements – Adhere to all credit union policies and federal regulations, including but not limited to the Bank Secrecy Act (BSA), Patriot Act, Anti-Money Laundering (AML), and OFAC guidelines. Complete annual compliance training as required.

Qualifications

Education / Certification:

High school diploma or GED required.
Completion of UCU certification programs post-hire.

Required Knowledge:

Basic understanding of credit union operations, digital banking tools, and account services.
Working knowledge of financial regulatory and compliance standards.

Experience

Required:

2–3 years of customer service and sales experience, preferably in a credit union, financial institution, or contact center environment.
Demonstrated ability to promote financial products and meet performance goals.
Prior experience supporting members in a remote or digital service setting preferred.

Skills & Abilities:

Excellent verbal and written communication skills.
High attention to detail and accuracy in data entry and transactions.
Proficient with Microsoft Office and digital platforms such as Symitar, Genesys, or similar systems.
Strong organizational skills and ability to manage time independently in a remote work environment.
Collaborative team player with a member-first mindset and strong problem-solving capabilities.
Ability to remain calm and empathetic under pressure, while consistently delivering quality service.

Physical & Remote Work Requirements:

Must be able to clearly communicate by phone and video in a remote setting.
Must be able to lift and carry up to 10 lbs occasionally.
Consistent, punctual attendance and ability to meet productivity standards required.
Ability to meet all remote work…