Service Center Associate

***Hourly rate includes a $3.00 shift premium for front line member contact. Start pay is $20.16 plus $3.00 shift premium. Upon successful completion of your Introductory Period you will receive a $0.50 raise.

Responsible for a variety of member service-related activities. This is a high contact position that requires the ability to effectively assist members by telephone, Interactive Teller Machine (ITM), online & mobile banking, video banking, card travel, and new accounts. Will also assist our staff with member callbacks, and answer branch support help.

About the Role

Ancorum Credit Union is seeking friendly, motivated individuals who enjoy working with people, are eager to learn, and are excited about career growth. No prior experience is needed—paid training is provided!

As a Service Center Associate, you will assist members with various financial services, including online banking support, Visa card inquiries, and account maintenance. You will also answer member questions, address concerns, and identify opportunities to recommend helpful financial products. Provide account transactions via Interactive Teller Machine (ITM) in Branch locations. Additionally, you will contribute to credit union growth objectives through outbound member contact.

Key Responsibilities

• Provide support for online banking, Visa cards, and member accounts.
• Conduct accurate account transactions for members using ITMs.
• Process account maintenance requests and assist with financial transactions.
• Answer member inquiries and cross-sell credit union products and services.
• Ensure compliance with policies, regulations, and confidentiality standards.
• Maintain accurate records and assist with other duties as assigned.

What We’re Looking For

• Positive, friendly, and professional attitude.
• Strong attention to detail, dependability, and willingness to learn.
• Excellent communication and customer service skills.
• Basic math and computer proficiency.
• Reliable transportation and consistent attendance.

Work Schedule & Benefits

• Hours of Operation: Monday–Friday (8:30 AM – 7:00 PM), Saturday (9:00 AM – 3:00 PM). Closed Sundays.
• Rotating Saturday schedule.
• On-site position (not eligible for remote work).
• Closed on Memorial Day, Independence Day, Thanksgiving, and Christmas.
• Open most holidays (double pay for worked holidays).
• Full-time position with benefits.

Why Join Us?

Five County Credit Union is committed to the well-being of our employees and members. We offer a supportive, team-oriented environment where learning and professional growth are encouraged.

Equal Opportunity Employer
We are an equal opportunity employer and welcome applicants from all backgrounds.

ESSENTIAL FUNCTIONS:

1. Maintain a reliable attendance record during scheduled hours.

2. Answer all incoming ITM & Video Banking calls in a timely manner and satisfy the caller’s needs when feasible.

3. Provide prompt, efficient, and accurate services to members and staff.

4. Assist members and potential members with problems and inquiries about their accounts, statements, etc.

5. Actively promote the credit union and cross sell products and services to members by offering products that improve the Credit Union and increase the relationship with members.

6. Perform routine member account maintenance and provide back-up for other administrative positions.

7. Balance ITM’s accurately; there must be a $0 balance in Episys at the end of the shift.

8. Refer non-standard requests or issues to a Supervisor for assistance as needed.

9. Respond to changes in organizational needs in a positive and professional manner, performing other tasks as needed.

REQUIREMENTS:

1. Incumbent must possess excellent oral, written, and organizational skills along with the capability to multitask.

2. Must possess excellent interpersonal skills to ensure member satisfaction.

3. Must be flexible with coverage and schedule and able to work in a high pressure, team-oriented environment.

4. Must strive to learn how to find all the features and benefits of the Credit Union’s products and services quickly.

5. Must have specific knowledge of the Credit Union’s policies, products, and procedures relating to the position’s responsibilities.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand for extended periods; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must be able to speak and hear distinctly. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

The employee is required to stand, sit, and walk; sometimes to climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. All essential functions are performed in an office setting. Temperatures in the climate-controlled office may fluctuate. Work area is sometimes noisy due to multiple member transactions. The noise level in the work environment is usually moderate. Employee may not be able to easily leave work area unless for a scheduled break.

MENTAL DEMANDS:

The mental demands for this position include: the need to be alert to member needs, to be resourceful in solving member problems, and to be precise when updating member accounts. The employee must be able to deal with people effectively under adverse and/or stressful conditions, occasionally be persuasive, use judgment, and exhibit patience.

About this Job Description

The statements in this job description are intended to describe the essential functions and minimum qualifications for this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Job descriptions are not intended, nor do they create an employment contract and are subject to change at any time to accommodate business necessity. The Credit Union maintains its status as an at-will employer where applicable. In support of Ancorum CU’s goals employees may perform other duties as assigned and all employees are expected to:

• Exemplify our CORE Values
• Promote teamwork and collaboration
• Provide our members with the highest quality service