Call Center Representative (Hybrid)

Georgia United Credit Union regularly evaluates market data to establish salary ranges that enable us to offer the best, competitive compensation package for our positions. Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, internal alignment and other job-related factors. Starting salary $18.50 per hour depending on experience and qualification. Position Summary The Member Support Representative (MSR) is responsible for delivering high-quality service by efficiently addressing member inquiries related to account statements, loans, payments, automatic transfers, interest rates, and certificates of deposit through phone, video, and digital channels. Provides accurate information, resolves problems, and educates members on products, services, and self-serve options to support their financial needs. Maintains thorough and organized reports, records, and files, and proactively cross-sells Credit Union offerings while contributing to the overall effectiveness of the Member Care Center. Essential Duties/Responsibilities Member Interaction & Service Delivery Receives and responds to member inquiries professionally via phone, video and digital channels. Provides complete and accurate information on accounts, payments, interest rates, product options, savings programs, and Credit Union policies. Welcomes members, identifies needs, and offers financial solutions that meet their objectives. Educates members on products, services, online solutions, and self-serve options to enhance their experience. Transaction Processing & Account Maintenance Accurately process a variety of member financial transactions, including deposits, withdrawals, loan payments, transfers, and non-monetary transactions. Performs basic account maintenance functions, including automatic transfers for loan payments, and assist with servicing loans (payoff, payment inquiries, address changes). Documentation & Reporting Completes all required documentation, reports, and records accurately and promptly. Researches and resolves documentation errors or discrepancies; escalates complex issues as needed. Cross-Selling & Member Needs Identification Actively and professionally cross-sells Credit Union products and services using effective interview techniques across all communication channels. Utilizes available records to identify cross-sale opportunities and engage members in conversations about relevant products. Problem Resolution & Follow-Up Takes ownership of member issues, resolves personally or facilitates resolution through appropriate team members or departments. Follows up with members to ensure satisfactory resolution. Relationship Building & Collaboration Acts as liaison between members and other departments, ensuring follow-through on resolutions. Promotes and maintains strong, positive, and productive working relationships across all business units, retail branches, and departments. Collaborates proactively with internal partners to support the credit union’s mission and core values, enhance member service, and ensure seamless, cross-functional solutions. Service Standards & Performance Delivers exceptional, professional, and consistent service, exceeding standards in all member interactions. Meets departmental objectives by maintaining high levels of productivity, accuracy, and quality in all tasks, supporting the organization's overall goals. Technology & Work Environment Utilizes computer systems and applications, including MS Office, Internet, and Email, to perform daily tasks efficiently. Maintains a confidential workspace, ensuring organizational privacy and security standards are upheld. Adapts to both onsite and remote work schedules as required by business needs. Operates proficiently within multiple internal systems, such as Genesys and Active Teller, simultaneously, maintaining both platforms and efficiently managing incoming calls from each system as part of daily responsibilities. Statement of Understanding This job description is intended to provide a general overview of the essential duties, responsibilities, requirements, and working conditions associated with the position. It is not intended to be an exhaustive or comprehensive list of all tasks or responsibilities. The organization may assign additional duties or modify existing ones as needed, at its discretion. Job descriptions may be updated periodically to reflect business needs and organizational changes. Reasonable accommodations may be made in accordance with the Americans with Disabilities Act (ADA) and other applicable laws, so long as such accommodations do not pose undue hardship to the organization or create significant health or safety risks. Nothing in this job description should be construed as creating an employment contract, either expressed or implied. Employment remains at-will, meaning that either the team member or the organization may end the employment relationship at any time, for any reason not prohibited by law. Equal Employment Opportunity (EEO) Georgia United is committed to providing equal employment opportunities and fostering a workplace where all individuals have the chance to succeed. We consider all qualified applicants for employment and advancement without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We value the unique perspectives and contributions that each team member brings to our organization, believing that a diverse and inclusive workforce strengthens our credit union. E-Verify Georgia United participates in the U.S. Department of Homeland Security’s E-Verify program. E-Verify is an online system used to confirm the eligibility of employees to work in the United States. This process involves electronically verifying the information provided by new hires against records maintained by the Department of Homeland Security and the Social Security Administration.