Member Support Specialist

Position Summary The Member Support Specialist (MSS) at Labor Credit Union serves as one of the primary points of contact for members, delivering exceptional service through phone, email, chat, and other digital communication channels. This role is responsible for assisting members with account inquiries, resolving issues, promoting credit union products and services, and ensuring a positive member experience from onboarding and beyond. The MSS also contributes to membership growth by building strong relationships, engaging prospective members, and exemplifying Labor Credit Union's core values: Bold & Innovative, Convenient, Inclusive, Leadership, and Financial Stability . Through these efforts, the MSS helps drive member satisfaction and organizational success. Primary Duties & Responsibilities 1. Member Support Respond to member inquiries promptly and professionally via phone, email, chat, and secure messaging. Assist members with account information, transactions, and service requests. Resolve member concerns efficiently and escalate complex issues when necessary. 2. Transaction Assistance Process transfers, payments, and account updates accurately and in a timely manner. Provide guidance on digital services, including online banking, mobile banking, and bill payment systems. Troubleshoot and resolve technical issues related to digital banking platforms. 3. Sales and Service Identify member needs and recommend appropriate credit union products and services. Educate members on the benefits of available offerings, including loans, credit cards, and savings products. Meet individual and team performance goals related to service quality, member satisfaction, and sales. 4. Compliance and Security Verify member identities and maintain strict confidentiality of member information. Adhere to all credit union policies, procedures, and regulatory requirements. Monitor for and report suspicious activity in accordance with fraud prevention and security protocols. 5. Documentation and Follow-Up Accurately document member interactions, transactions, and resolutions. Follow up on member inquiries to ensure timely and satisfactory resolution. Provide constructive feedback to management regarding recurring issues and process improvement opportunities. 6. Team Collaboration Participate in team meetings and training sessions to remain current on products, services, policies, and procedures. Collaborate with colleagues across departments to enhance the member experience and resolve issues effectively. Communicate professionally and respectfully with team members and stakeholders. 7. Additional Responsibilities Perform other duties as assigned. Position Requirements High school diploma or equivalent required; some college coursework or an associate's or bachelor's degree preferred. Minimum of 1-2 years of customer service experience, preferably in a financial institution, contact center, or call center environment. Credit Union Certified Financial Counselor (CCUFC) certification preferred. Strong verbal and written communication skills. Excellent problem-solving, analytical, and decision-making abilities. Proficiency with call center software, banking systems, and Microsoft Office applications. Ability to multitask and effectively manage competing priorities in a fast-paced environment. Strong commitment to providing exceptional member service. Work Environment Must maintain a reliable high-speed internet connection and a secure, distraction-free workspace when working remotely. Flexibility to work evenings, weekends, or adjusted schedules based on business and member needs. Ability to remain seated for extended periods while working at a computer and using a telephone or headset. Occasionally required to lift and move items weighing up to 10 pounds, such as office supplies or equipment.