Member Support Professional

Overview

The Member Support Professional responds to member requests via phone, personal teller machine (PTM), chat, and video banking and provides direct support. The MSP will also assist in meeting/exceeding monthly branch goals and maintain open communication throughout the Credit Union.

• Educate current and potential members on products and services that may benefit their financial needs, following Credit Union security protocols.
• Provide prompt, professional financial service via phone, PTM, chat, video chat, email, and online banking messages, complying with all policies and regulations.
• Perform teller functions including account history assistance, stop payments, wires, transfers, debit card maintenance, over-the-phone payments, digital wallet approvals, and account maintenance requests.
• Accurately perform teller functions via PTM, including deposits, withdrawals, and loan payments, scanning documents per guidelines.
• Develop knowledge of all Credit Union products to open new accounts and shares with minimal errors, cross-sell lending products, and refer members to lenders and/or additional departments when applicable.
• Troubleshoot online banking functions, including initial setup and password reset, responding in a timely manner to each member’s online banking messages.
• Respond to requests for assistance from other departments and branches regularly to better assist members.
• Perform additional duties as assigned.

Education

High school or GED required.

Experience

• Six months to two years of similar or related experience is preferred.
• Experience in a fast‑paced customer service environment preferred.

• Strong interpersonal skills, including verbal communication, ability to remain calm in stressful situations, and high levels of professionalism.
• Efficient clerical skills necessary, including navigating a computer system/typing.
• Attention to detail necessary, including ability to perform daily work functions with minimal errors.
• Ability to recognize basic banking transactions, including account holds, delinquent loans, and account warnings.
• Ability to work remotely, based on departmental needs and at management's discretion.

Individuals must bend, sit, and stand to perform primarily sedentary work with limited physical exertion and occasional lifting up to 40 lbs. Must be capable of climbing / descending stairs in an emergency. Must operate standard office equipment, including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on a computer for an average of 6‑8 hours per day, when necessary.

Must work extended hours or travel off‑site whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

This job description is not a contract and should not be presumed to guarantee employment. Infuze Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, gender, national origin, disability, age, or any other category protected by law.