Member Care Representative - Inbound Call Center

This hybrid role will provide consultative service and support to credit union members via telephone. Process financial transactions of simple to moderate complexity on member’s accounts, resolve member issues, evaluate and identify the member’s financial needs with compassion and care. Build relationships with members to provide assigned levels of member service and satisfaction, and targeted referrals to internal business partners that result in deeper relationships.

Use de‑escalation skills and rely on technical knowledge of credit union products, policies and regulatory compliance to handle call types that include account maintenance assistance such as processing payments, balance inquiries, opening or closing memberships, debit card PIN resets, and money transfers.

Monday - Friday 8:00 AM - 9:00 PM, Saturday 10:00 AM - 3:00 PM.

• Handle routine to moderately complex member inquiries with a goal of first call resolution and limited escalation by leveraging departmental tools, handling call types such as account maintenance assistance including processing payments, balance inquiries, opening or closing memberships, debit card PIN resets, and money transfers.
• Process financial transactions on member’s accounts efficiently and effectively.
• Review, qualify, open, and close deposit accounts and ATM/debit cards.
• Complete money transfers and assist with check withdrawals.
• Decide fee refunds within defined relationship parameters.
• Act as a member advocate and handle difficult conversations with professionalism and courtesy.
• Resolve member’s concerns while ensuring regulatory compliance.
• Build partnerships with management and peers to contribute to a productive team environment.

• Minimum:
  High School or Equivalent.
• Minimum: 1 Year of Banking, Retail, Customer Service or Related experience.
• Preferred: 1 Year of Call Center experience within a Financial Services Environment.

Salary range: $22.00 per hour. Actual compensation will be determined using factors such as experience, skills & knowledge.

Alliant provides a benefits package including health care, vision, dental, and 401(k) with employer match including:

• Paid parental leave.
• Employee discount programs.
• Time off including paid personal and sick days.
• 11 paid holidays.
• Education reimbursement.
• Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full-time, regular part-time, or temporary employment.

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensure compliance with all applicable state and federal laws, company procedures and policies. Maintain integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; comply with Privacy Act directives.

The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.