Job Details

Member Service Associate-Remote (Must reside within 35 miles of Fayetteville, NC)

Purpose:

Responsible for handling inbound calls independently, providing excellent service and support through digital channels such as phone, chat, and secure messaging. Assist members with transactions, account questions, products and services, prioritizing accuracy, efficiency, and professionalism. The role demands courteous, high-quality service and the ability to resolve various member requests. As a trusted credit union representative, the MSA ensures all interactions follow policies, security measures, and compliance standards.

Primary Duties and Responsibilities:

1. Deliver high-quality member service remotely, ensuring all interactions are handled with professionalism, accuracy, and confidentiality.
2. Answer inbound calls from members to address account inquiries, balance questions, transaction history, and general account support.
3. Process account transactions, payments, transfers, send wires, term share, account maintenance and other requests via digital channels.
4. Educate members on credit union products (savings, checking, money markets, credit cards, digital banking, etc.) based on member needs as well as digital service and financial solutions.
5. Identify and promote opportunities to cross-sell products and services to meet members financial needs.
6. Maintain current knowledge of policies, procedures, and regulatory compliance requirements.
7. Participate in ongoing training, coaching sessions, team meetings and development to ensure service excellence.
8. Maintain productivity standards and meet or exceed performance goals.
9. Research and resolve member problems or discrepancies.
10. Follow up with members as necessary (callbacks, emails) to ensure resolution.
11. Provide walk-throughs or guide members in using self-service digital banking tools (mobile app, online banking, bill pay).
12. Meet or exceed key performance metrics (e.g., average handling time, first call resolution, quality scores, sales goals).
13. Comply with all security and privacy requirements and maintain the member's confidentiality.
14. May be required to work on daily reports.
15. Performs any other duties as assigned.

Schedule and Work Expectations:

1. Must reside within 35 miles of Fayetteville, NC.
2. Two (2) weeks in person at the assigned branch or operations center for initial training (additional time may be required based on performance).
3. Quarterly Branch Requirement: One (1) continuous week per quarter working in-branch for team engagement. Must be flexible to work additional days or weeks if needed to support the branch.
4. Required to attend in-branch training and refresher training.
5. Must have reliable high-speed internet, a secure, quiet workspace, and the ability to work independently.
6. Standard business hours include weekends or rotating shifts, depending on the credit union's needs.
7. High call volumes, peak times.
8. Regular monitoring, quality assurance, and performance feedback

Other Duties and Responsibilities:

1. Required to travel to any branch, including the Southern Pines location.
2. Complies with the Federal Bank Secrecy Act, Anti-Money Laundering & Customer Identification Policy (BSA), the OFAC Policy and the Identity Theft Policy.

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum level of knowledge, skills and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and Training:

• High School diploma

• On an annual basis is required to complete mandatory Bank Secrecy Act, OFAC and Red Flag Identity Theft training.

Prior Experience:

• 6 months to 1 year cash handling experience required.
• Minimum of one year of financial institution, customer service, or phone center experience preferred.

Other Special Skills and Abilities:

• Strong computer literacy and comfort with digital banking systems and remote communication tools.
• Excellent verbal and written communication skills.
• High attention to detail and strong problem-solving abilities.
• Professional demeanor and commitment to the credit union's mission of service.
• Ability to remain calm under stress and handle difficult member situations professionally
• Proficiency with computer systems, MS Office (Outlook, Excel, Word)
• Good typing skills and entry accuracy
• Ability to multitask (e.g. work with multiple screens, systems)

Physical Demands:

The need for physical stamina is low to moderate.

Working Conditions:
Minimal adverse working conditions. Some fluctuations in temperature experienced in office setting. May need to work beyond normal working hours, pending organization needs.