Remote
Salary Range:
$19.00 To $22.00 Hourly
We're looking for a Member Service Support Specialist who is passionate about delivering exceptional service to our members and potential members. In this role, you will create a personal, simple, and rewarding experience by responding to member inquiries—primarily through virtual platforms—and ensuring each interaction reflects our commitment to outstanding service. You will handle incoming calls, process financial transactions with accuracy, troubleshoot a wide range of member questions, and recommend credit union products and services that best meet member needs. The ideal candidate is self‑directed, organized, and consistently productive while working independently, ensuring members receive the same high‑quality experience regardless of location. This position is remote. However, we prefer candidates who can commute to a branch within the credit union network in a reasonable timeframe.
Key Responsibilities
- Deliver exceptional service to members and non‑members through inbound phone calls, emails, chats, online banking messages, and video interactions.
- Assist members with a wide range of financial needs, including executing transactions, resolving debit card issues, supporting online banking access, reviewing accounts for suspicious activity, processing fee‑reversal requests, placing check orders, and accepting loan or credit card payments.
- Educate members and non‑members on credit union products and services, including deposit accounts, loan options, and electronic services to support informed financial decisions.
- Collaborate with internal teams such as Retail Branch and Fraud departments to resolve member issues, report suspicious activity, and ensure compliance with industry, regulatory, and technological requirements.
- Perform additional duties as assigned to support member experience, operational efficiency, and the overall success of the credit union.
Qualifications
- High school diploma or equivalent required
- A combination of education and experience in retail, sales, or technology, preferably in a credit union or bank.
- Strong verbal and written communication skills with the ability to explain information clearly, draft professional correspondence, and engage confidently with members across multiple channels
- Exceptional customer service skills demonstrated through active listening, empathy, patience, and maintaining a calm, positive demeanor during high‑volume or challenging interactions.
- Strong analytical and problem‑solving abilities, with a focus on accuracy in processing transactions, verifying information, and thoroughly documenting member interactions
- Ability to stay self‑directed, organized, and consistently productive in a remote work environment while meeting performance and quality standards
- Intermediate to advanced proficiency with Windows, Microsoft Office (Word, Excel, PowerPoint, Outlook), Adobe Acrobat, and database applications, with ability to learn modern technology quickly
Schedule
- Monday – Friday, 8:00 a.m. - 5:30 p.m.; rotating Saturdays, 8:20 a.m. - 12:00 p.m.
Wage & Hour Details
- Full-time
- This is a non-exempt position
- Starting pay range: $19/hr - $22/hr., pay commensurate with experience
Benefits
- Medical, dental and vision plan options
- Health Saving Account and Flexible Spending Account options
- 401(k) with competitive company match
- Paid time off, paid holidays, personal time, and paid volunteer time
- Development time and tuition reimbursement
- Company provided life insurance, short-term and long-term disability insurance
- Voluntary benefits including life, critical illness, accident, and hospital indemnity coverage
- Paid parental leave
- Discretionary, annual profit-sharing bonus
Equal Opportunity Employer/Veterans/Disabled
Members Cooperative Credit Union (MCCU) is an Equal Employment Opportunity employer. We are committed to an inclusive organizational environment that encourages the full participation of all members of our diverse workforce and enables everyone to maximize their talents, skills, and abilities to serve our members. MCCU recruits, hires, employs, trains, promotes, and compensates individuals based on job-related qualifications and skills. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
