Member Service Center Representative I

POSITION PURPOSE

The Member Service Center delivers consistent, hospitality-driven member experiences across all virtual and digital service channels, including phone and remote engagement platforms.

The Member Service Center Representative I serves as the primary point of contact for members across virtual and digital service channels, delivering exceptional service experiences through every interaction while consistently demonstrating the Credit Union’s SERVICE culture. This role provides consultative, relationship-focused service by actively listening to member needs, resolving inquiries efficiently, educating members on products, services, and digital solutions while identifying appropriate opportunities that support member financial well-being. Through professionalism, empathy, ownership and sound judgement, this position builds trust, deepens member relationships, and supports members in achieving financial success.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

SERVICE:

• Assumes responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture. Support, Educate, Respect, Value, Innovate, Communicate, Empower. Consistently demonstrates a commitment to the Credit Union’s principles of equity and belonging, by modeling inclusive behaviors, proactively managing bias and supporting JHCU’s diverse employee base and membership.

RESPONSIBILITIES:

MEMBER EXPERIENCE & SERVICE DELIVERY

• Delivers a hospitality-driven, member-first experience across all virtual and digital service channels.
• Builds trust by providing consultative, relationship-focused service that anticipates member needs.
• Resolves member inquiries efficiently while creating positive, personalized experiences.
• Takes ownership of member issues from initial contact through resolution, ensuring timely follow-up and clear communication throughout the member experience.
• Uses each interaction as an opportunity to strengthen relationships, increase member engagement, and support financial well-being.
• Educates members on products, services, and digital solutions to promote financial well-being.
• Recognizes member needs and connects members with appropriate products, services, or internal resources.
• Serves as a trusted advocate for members by listening carefully, understanding needs, and coordinating appropriate solutions.
• Protect member information by following authentication and security procedures.

OPERATIONAL EXCELLENCE & WORKFLOW MANAGEMENT

• Strives to resolve member needs during the first interaction whenever possible, minimizing member effort and creating a seamless experience.
• Meet established service level expectations.
• Promotes adoption of digital tools and self-service solutions that enhance convenience, accessibility, and member engagement.
• Accurately processes member transactions while maintaining compliance with policies and procedures.
• Escalate complex issues through appropriate channels.
• Maintains accurate documentation of member interactions.
• Collaborate with internal departments to ensure timely resolution.
• Adapt to changing workflows, priorities, and operational needs

TEAMWORK & COLLABORATION

• Collaborate effectively with teammates and internal departments to ensure seamless member experience.
• Supports department initiatives and operational changes with flexibility and professionalism.
• Collaborates with teammates and contributes to a positive team environment.
• Demonstrates accountability, adaptability, and a positive attitude in a fast-paced environment.

OTHER DUTIES

• Maintain compliance with applicable regulations, including but not limited to the BSA, Gramm-Leach-Biley Act, and USA Patriot Act.
• Ensure compliance with Credit Union standards and make recommendations as needed.
• Perform additional duties and responsibilities as assigned.

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

EDUCATION/CERTIFICATION AND EXPERIENCE

• High school diploma or GED required
• Minimum of one (1) year customer service; financial institution or contact center experience preferred.
• Experience supporting members or customers through multiple communication channels, including phone and digital platforms, preferred.

This position is eligible for a hybrid work schedule. The ability to work in a hybrid work arrangement is based on work performance and the ability to create and maintain engaging work relationships