Member Service Representative I

Job Title: Member Service Representative I

Department or Branch: Contact Center

Working at Workers Credit Union

At Workers Credit Union, everything starts with a simple but powerful purpose: We enable financial prosperity through values-driven solutions because everyone deserves a future they can believe in.

For more than a century, we've been a trusted partner in helping people make confident financial decisions and build stronger futures. Today, as a $2.5B organization serving over 120,000 members, we continue to evolve, thoughtfully blending personal connection with modern capabilities to better support our members in the moments that matter most.

We call this the Workers Way. It shapes how we show up every day, with personalized guidance, practical solutions, and a deep commitment to doing what's right. Just as importantly, it defines how we work together. We choose purpose over ego. We communicate directly with respect. We dare to grow. We do the right thing, always. And we win together, because meaningful results are built through shared success.

As we look ahead, we're building on a strong foundation and continuing to evolve how we operate and deliver impact, simplifying experiences and strengthening capabilities. We have big plans for the future, and we hope you'll be part of what comes next.

Why this Role Matters

Member Service Representatives (MSRs) in the Contact Center are the primary point of contact for members, providing exceptional service and support for various banking services. They assist with inquiries related to loans, deposit accounts, online banking, and financial products, while identifying opportunities to recommend solutions that enhance the banking experience. MSRs ensure timely issue resolution and act as a liaison between the Credit Union and its members. Their primary function is to deliver excellent service, resolve issues, process transactions, and educate members on products and services to enhance their financial well-being. Referring members to business partners as opportunities arise is also a key responsibility.

What You'll Contribute

• Answer incoming telephone calls and online chats from members daily in accordance with predetermined guidelines and provide excellent service to members utilizing high-level problem-solving skills.
• Perform transactions relating to deposit and loan accounts, utilizing a variety of systems.
• Process loan payments and payoffs, account transfers, account changes, member profile updates, online banking PIN and password resets, ACH requests, debit card limit increases, RDC and bill pay requests, account history balance, and reviews.
• Take a consultative approach in discussing the benefits of Workers Credit Union products and services.
• Resolve members' account and system issues while observing compliance regulatory requirements and credit union policies and procedures.
• Assist members with basic digital banking issues such as password resets, username resets, navigation of the website, and setting up alerts and notifications.
• Educate members on available products and services.
• Adhere to scripts and established protocols for consistent member interactions.
• Meet daily call quotas
• Achieve high satisfaction ratings in member surveys
• Demonstrate a willingness to learn and grow within the role.

What You'll Bring

• Education: High school diploma or equivalent required.
• Experience: 1 year of experience in customer service or financial services.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Proficiency in Microsoft Office products.
• Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment.
• Exceptional attention to detail and organizational skills.
• Ability to educate and influence members regarding financial products and services.
• Commitment to delivering exceptional service and fostering member relationships.

How You'll Work

Remote Work Environment: This role allows for remote work, with occasional on-site meetings at the Littleton Headquarters as required. This work environment is subject to change based on business needs.

Compensation

Pay Grade: 6

FLSA Status: Non-Exempt

Pay Grade Range: $20.06 - $25.07

Actual compensation offered may vary from the posted pay grade range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.

Total Rewards

• Comprehensive medical, dental and vision plans
• Basic life and AD&D insurance, short-term disability and long-term disability
• 15+ days of paid time off (PTO) per year
• Up to 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes a Safe Harbor Match of up to 4%.
• Tuition Reimbursement Program
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

Our Commitment to Inclusion

Workers Credit Union is an equal opportunity employer committed to creating an inclusive environment where all individuals feel respected, valued, and supported. We believe that diverse perspectives strengthen our organization and enhance our ability to serve our members and communities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected characteristic under applicable law.