Member Service Representative III

Job Title: Member Service Representative III

Department: Contact Center

Department Location: Remote

Working at Workers Credit Union

At Workers Credit Union, everything starts with a simple but powerful purpose: We enable financial prosperity through values-driven solutions because everyone deserves a future they can believe in.

For more than a century, we've been a trusted partner in helping people make confident financial decisions and build stronger futures. Today, as a $2.5B organization serving over 120,000 members, we continue to evolve, thoughtfully blending personal connection with modern capabilities to better support our members in the moments that matter most.

We call this the Workers Way. It shapes how we show up every day, with personalized guidance, practical solutions, and a deep commitment to doing what's right. Just as importantly, it defines how we work together. We choose purpose over ego. We communicate directly with respect. We dare to grow. We do the right thing, always. And we win together, because meaningful results are built through shared success.

As we look ahead, we're building on a strong foundation and continuing to evolve how we operate and deliver impact, simplifying experiences and strengthening capabilities. We have big plans for the future, and we hope you'll be part of what comes next.

Why this Role Matters

FUNCTION: Member Service Representatives (MSRs) in the Contact Center are the primary point of contact for members, providing exceptional service and support for various banking services. They assist with inquiries related to loans, deposit accounts, online banking, and financial products, while identifying opportunities to recommend solutions that enhance the banking experience. MSRs ensure timely issue resolution and act as a liaison between the Credit Union and its members. Their primary function is to deliver excellent service, resolve issues, process transactions, and educate members on products and services to enhance their financial well-being. Referring members to business partners as opportunities arise is also a key responsibility.

• MSR I, II, and III levels are differentiated by employee skill level in member service, effective communication, problem resolution, de-escalation, accuracy, adherence, and relationship building.
• MSR II and III levels are designated by added access to operating systems to complete members' online banking and debit card requests according to security standards.

What You'll Contribute

Member Service Representative III: Senior-level position with advanced responsibilities, leadership duties, and specialized expertise. This role reports to the Director, Contact Center

• Answer incoming telephone calls, online chats, and other member inquiries in accordance with established service standards, delivering exceptional member service through advanced problem-solving and critical-thinking skills.
• Perform a full range of transactions related to deposit and loan accounts using multiple systems and platforms.
• Process loan payments and payoffs, account transfers, account maintenance requests, member profile updates, ACH requests, debit card servicing, bill pay requests, RDC requests, online banking support, and account research.
• Handle highly complex member transactions and requests, including fraud disputes, advanced account servicing, digital banking concerns, and escalated account issues.
• Research and resolve complex member concerns by partnering with internal departments to ensure accurate and timely resolution.
• Serve as the primary escalation point for unresolved member complaints, service issues, and advanced technical troubleshooting.
• Educate members on available products, services, and digital banking tools, utilizing a consultative approach to identify and meet member needs.
• Cross-sell and refer appropriate products and services, including loans, credit cards, digital services, insurance products, investment services, and relationship management resources.
• Assist members with digital banking needs, including password and username resets, navigation support, alerts and notifications setup, and advanced online banking troubleshooting.
• Maintain compliance with all regulatory requirements, security standards, credit union policies, and operating procedures.
• Process online account applications and interact directly with prospective and existing members throughout the account-opening process.
• Adhere to established scripts, service standards, workflows, and protocols to ensure consistent member interactions.
• Meet or exceed established goals for call quality, member satisfaction, productivity, sales, and service performance.
• Research member surveys, call recordings, and quality scorecards to identify coaching opportunities and recommend service improvements.
• Provide ongoing guidance, support, and training to Contact Center team members, assisting with questions, complex transactions, and service delivery.
• Lead training sessions and coach Member Service Representatives on systems, procedures, service standards, and performance improvement opportunities.
• Act as a team leader or shift supervisor as assigned, providing operational support and direction to staff.
• Assist in the development and enhancement of scripts, workflows, procedures, and operational processes to improve efficiency and member experience.
• Provide feedback and recommendations to management regarding process improvements, quality initiatives, and operational effectiveness.
• Participate in department and organizational projects, committees, and initiatives as directed.
• Maintain the confidentiality and security of all member and credit union information.
• Regularly demonstrate behaviors aligned with the credit union's values, culture, and service standards.
• Perform other duties and responsibilities as assigned or required to support organizational objectives.
• Serve as a subject matter expert for Contact Center operations, products, services, and systems.
• Mentor and support Member Service Representatives by providing coaching, guidance, and knowledge sharing.
• Assist management in identifying training needs and implementing performance improvement strategies.
• Promote a culture of member service excellence, teamwork, accountability, and continuous improvement.
• Support operational leadership in driving service quality, member satisfaction, and organizational goals.

What You'll Bring

• 3+ years of experience.
• Strong analytical skills with the ability to generate reports and identify trends.
• Experience in proactive member outreach and relationship management.

• Expertise in lending, fraud resolution, and advanced account services.

• Experience handling complex member inquiries and providing financial solutions.
• In-depth knowledge of credit union/banking products, policies, and compliance standards.
• Demonstrated ability to multitask across multiple banking systems.
• Strong leadership and decision-making skills with the ability to handle high-pressure situations.
• Strong communication and problem-solving skills.
• Ability to work in a fast-paced, technology-driven environment.

How You'll Work

Remote Work Environment: This role allows for remote work, with occasional on-site meetings at the Littleton Headquarters as required. This work environment is subject to change based on business needs.

Compensation

Pay Grade: 8

FLSA Status: Non-Exempt

Pay Grade Range: $24.32 - $30.39

Actual compensation offered may vary from the posted pay grade range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.

Total Rewards

• Comprehensive medical, dental and vision plans
• Basic life and AD&D insurance, short-term disability and long-term disability
• 15+ days of paid time off (PTO) per year
• Up to 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes a Safe Harbor Match of up to 4%.
• Tuition Reimbursement Program
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

Our Commitment to Inclusion

Workers Credit Union is an equal opportunity employer committed to creating an inclusive environment where all individuals feel respected, valued, and supported. We believe that diverse perspectives strengthen our organization and enhance our ability to serve our members and communities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected characteristic under applicable law.