Member Service Representative - Support Services

We’re proud to be named one of USA TODAY’s Top Workplaces , and we’ve earned the Best and Brightest Companies to Work For award for 8 years straight. Founded in 1937, Advancial is one of the oldest credit unions in the country. Our mission is to create lasting value for our members through superior service, quality products, and innovative solutions. At Advancial, we don’t just work hard – we play hard, too. We’re a team that thrives on passion and collaboration, where every day feels like a chance to make a difference. Our culture is built on positivity, creativity, and the belief that work should be fulfilling, not just a “day job. What You’ll Do Provide high-quality member service through various communication channels (phone, email, chat), resolving inquiries regarding accounts, transactions, and products. Process account transactions accurately and efficiently, including deposits, withdrawals, loan payments, and check orders. Assist members with online banking services, troubleshooting issues and guiding them through our systems. Evaluate member needs to identify opportunities for cross-selling credit union products and services. Maintain up-to-date knowledge of credit union products, policies, and changes in regulations. Handle member complaints with professionalism and empathy, striving for timely resolution. Document member interactions in the customer relationship management system for future reference and quality control. Participate in training and ongoing education to improve skills and product knowledge Cultivate a positive, respectful, and collaborative culture across the organization—fostering strong relationships among staff, departments, branches, and external partners. Champions a caring and inclusive environment for both employees and members, aligned with the Credit Union’s mission and values. Working Hours This position requires flexible hours Monday-Friday between 7:30am and 6:30pm and rotating Saturdays 9am-1pm, The role is based out of our Remote Operations Center at 100 E Royal Ln, Irving, TX 75039. Compensation This hybrid position's pay range is $20-25 per hour and may vary based on experience and qualifications. Associate's Degree (A.A.) or equivalent from two–year College or technical school; and banking or call center experience typically the level acquired after 1 year or equivalent combination of education and experience. OTHER KNOWLEDGE SKILLS AND ABILITIES Basic understanding of banking products and services such as checking, savings, loans, and credit cards. Familiarity with customer service principles and call center operations. Experience using computer systems, CRM platforms, and multiple applications simultaneously. Time management and organizational skills. Problem-solving and critical thinking abilities. What to Expect in Our Hiring Process A quick phone screen to get to know you A Zoom interview with the team Short assessments to help us learn more about your strengths and work style An in‑person interview at 100 E Royal Ln, Irving, TX 75039 Once you’ve signed your offer letter, we’ll begin your background and credit check Ready to Join a Winning Team? Advancial isn’t just about business – it’s about building careers, communities, and futures. If you want to work somewhere that supports your growth, values your time, and recognizes your impact, you’ve found the right place. What We Offer: Of course we provide healthcare, life insurance, and 401K benefits, but here is what else we offer: Take Time for Life: In addition to 11 company holidays, you start with 3 weeks of vacation, and can recharge at our beautiful vacation homes in Destin, FL, and Breckenridge, CO – free for you and your loved ones (you just pay taxes). Retire with Confidence: We contribute to your 401k. It’s our way of helping you build the future you deserve. Pets Are Family Too: With affordable pet insurance (we even chip in), your furry friends are covered for everything from checkups to surgeries. Invest in Your Future: We’ll cover 80% of your tuition costs after one year, so you can continue to grow, learn, and achieve your goals. Life Happens: Our Advancial Life Rewards program reimburses you up to $1,000 each year for unexpected expenses – because we know life doesn’t always go according to plan.