Member Account Specialist

Overview

Member Account Specialist — Local to Richmond, VA, on-site.

Hours:

8:00 am – 6:00 pm.

• Hybrid customer service role supporting members in both a call center environment and in-person at designated branch locations
• Requires prior banking teller experience and financial call center experience
• Handles customer inquiries, account transactions, and problem resolution
• Requires strong communication skills, attention to detail, and the ability to multitask
• Focus on delivering excellent, professional member service
• Involves promoting credit union products and services based on member needs

• Work in both a call center environment and in-person at designated branch locations
• Inform, educate, and advise members regardless of individual circumstances
• Process transactions, including transfers, withdrawals, loan payments, and advances from lines of credit
• Handle check orders, credit card payments, and other consumer loan payments
• Assist with transfer programs, payroll deductions, direct deposits, stop payments, and account inquiries
• Address consumer loan and credit card-related questions
• Promote credit union products and services through cross-selling aligned with member needs and departmental goals
• Perform cash handling and teller duties as needed
• Respond to member inquiries and resolve issues efficiently
• Complete additional duties as assigned by management
• Ensure compliance with all DECU and regulatory policies, including Risk Management policies
• Complete required enterprise training (e.g., BSA, OFAC, Information Security)
• Report any Risk Management policy violations in accordance with guidelines

• Strong work ethic
• Adaptability in a fast-paced environment
• Effective time management skills
• Strong organizational skills
• Ability to manage stress and maintain professionalism under pressure

• Experience in customer service and/or problem resolution roles
• Additional experience within financial institutions or credit unions

• Minimum 1+ years of banking experience as a front desk teller (back-office experience not applicable)
• Minimum 1+ years of call center experience within the finance industry, handling customer calls and account-related inquiries
• Proficiency in operating computers and standard office equipment
• Strong attention to detail, particularly with numbers and names
• Effective verbal and written communication skills
• Ability to consistently provide excellent, professional customer service
• Ability to multitask in a fast-paced environment
• Strong active listening and problem-solving skills, with patience and support during complex interactions

• Minimum High School Diploma or GED