Meriwest Credit Union
Member Care Center Floater
Member Care Center
Position Summary
The Member Care and Digital Banking Specialist provides service to members across multiple channels, including phone, email, web, and chat. This role functions as a flexible resource, shifting between the Member Care Center (call queue) and the Digital Banking Team (online requests/chats) based on business needs. Responsibilities include assisting members with financial products, ensuring adherence to service standards and compliance requirements, and contributing to department initiatives as needed.
Essential Duties and Responsibilities: Provide personalized service to members through traditional phone channels and digital channels such as email, web, fax, and chat. Advise members on company products and services to meeting financials goals and deepen relationships. Strive to achieve service level agreements related to response time, call time, and wait time through multiple member interaction channels. Ensure adherence to risk and compliance expectations. Assist members through various channels to attract, deepen and retain member relationships. Contribute to sales referral production by making recommendations for additional products and services to better serve member needs. Participate in department and organizational initiatives including projects, testing, and digital rollouts. Support both traditional call center queues and digital banking interactions based on business needs. Performs other duties as assigned. Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Please note:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Due to the responsibilities and requirements of this position, remote work (telecommuting), including hybrid schedules, is not supported. This role requires 100 percent on-site presence. Duties, responsibilities and activities may change at any time with or without notice.
Minimum Qualifications:
Minimum two years of customer service and sales experience, required. Prior banking or financial services experience, preferred. Prior experience in a high-volume call center and/or digital support environment, preferred. A high school degree or equivalent. Must be able to participate in the Saturday rotation schedule as assigned. Must be adaptable and flexible, able to move between call queue and digital channels as needed. Proven ability in a competitive sales environment while maintaining a relationship-focused approach. Comprehensive understanding of retail and small business products and services across multiple interaction points. Must demonstrate strong member service skills, anticipate member needs and proactively recommending solutions. Excellent communication skills, both written and verbal, to effectively assist members in digital and phone interactions. Ability to promote credit union products and services, overcoming objections while ensuring a positive experience. Strong attention to detail, organization, and ability to multitask across different service channels. Familiarity with NCR dashboard and other digital tools used for member service administration. This position requires obtaining and maintaining a National Mortgage Licensing System (NMLS) number as required by the SAFE Act. Verifiable job history showing stability, consistency, dependability, and accountability. Do you want to be valued as an employee?
Employees are Meriwest's most valuable resource. We are committed to removing barriers to access and enhancing opportunities for all individuals based on merit and potential. We provide competitive wages and a supportive environment that promotes career advancement. Meriwest utilizes a grading system to determine salary ranges for all positions. Each grade is assigned a salary range which consists of a minimum, midpoint, and maximum rate. The Member Care Center Floater position is a Grade 7.
Target Range: $27.07 to $33.84* * The target range for entry in a new position is between the minimum and midpoint of the range, depending on experience and qualifications
We also offer an excellent, fully comprehensive benefits program, including:
Medical/Dental/Vision on the first day of employment for full-time employees Free Long Term Care Insurance for employees Tuition Reimbursement/Student Loan Repayment Program Pension Plan/401K Bonus and incentive potential Generous Paid Time Off (PTO)/Holiday program Career growth support and planning programs In-house fitness center Discounts on new Mortgage after 6 months of employment
Meriwest is an equal opportunity employer that is committed to inclusion and diversity. All qualified applicants will receive consideration for employment. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
Member Care Center
Position Summary
The Member Care and Digital Banking Specialist provides service to members across multiple channels, including phone, email, web, and chat. This role functions as a flexible resource, shifting between the Member Care Center (call queue) and the Digital Banking Team (online requests/chats) based on business needs. Responsibilities include assisting members with financial products, ensuring adherence to service standards and compliance requirements, and contributing to department initiatives as needed.
Essential Duties and Responsibilities: Provide personalized service to members through traditional phone channels and digital channels such as email, web, fax, and chat. Advise members on company products and services to meeting financials goals and deepen relationships. Strive to achieve service level agreements related to response time, call time, and wait time through multiple member interaction channels. Ensure adherence to risk and compliance expectations. Assist members through various channels to attract, deepen and retain member relationships. Contribute to sales referral production by making recommendations for additional products and services to better serve member needs. Participate in department and organizational initiatives including projects, testing, and digital rollouts. Support both traditional call center queues and digital banking interactions based on business needs. Performs other duties as assigned. Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Please note:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Due to the responsibilities and requirements of this position, remote work (telecommuting), including hybrid schedules, is not supported. This role requires 100 percent on-site presence. Duties, responsibilities and activities may change at any time with or without notice.
Minimum Qualifications:
Minimum two years of customer service and sales experience, required. Prior banking or financial services experience, preferred. Prior experience in a high-volume call center and/or digital support environment, preferred. A high school degree or equivalent. Must be able to participate in the Saturday rotation schedule as assigned. Must be adaptable and flexible, able to move between call queue and digital channels as needed. Proven ability in a competitive sales environment while maintaining a relationship-focused approach. Comprehensive understanding of retail and small business products and services across multiple interaction points. Must demonstrate strong member service skills, anticipate member needs and proactively recommending solutions. Excellent communication skills, both written and verbal, to effectively assist members in digital and phone interactions. Ability to promote credit union products and services, overcoming objections while ensuring a positive experience. Strong attention to detail, organization, and ability to multitask across different service channels. Familiarity with NCR dashboard and other digital tools used for member service administration. This position requires obtaining and maintaining a National Mortgage Licensing System (NMLS) number as required by the SAFE Act. Verifiable job history showing stability, consistency, dependability, and accountability. Do you want to be valued as an employee?
Employees are Meriwest's most valuable resource. We are committed to removing barriers to access and enhancing opportunities for all individuals based on merit and potential. We provide competitive wages and a supportive environment that promotes career advancement. Meriwest utilizes a grading system to determine salary ranges for all positions. Each grade is assigned a salary range which consists of a minimum, midpoint, and maximum rate. The Member Care Center Floater position is a Grade 7.
Target Range: $27.07 to $33.84* * The target range for entry in a new position is between the minimum and midpoint of the range, depending on experience and qualifications
We also offer an excellent, fully comprehensive benefits program, including:
Medical/Dental/Vision on the first day of employment for full-time employees Free Long Term Care Insurance for employees Tuition Reimbursement/Student Loan Repayment Program Pension Plan/401K Bonus and incentive potential Generous Paid Time Off (PTO)/Holiday program Career growth support and planning programs In-house fitness center Discounts on new Mortgage after 6 months of employment
Meriwest is an equal opportunity employer that is committed to inclusion and diversity. All qualified applicants will receive consideration for employment. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.