Member Service Representative - Member Support

Be part of something uniQue

iQ Credit Union is a great place to work and grow and were looking for people like you to join our exceptional team. At iQ youll find a healthy worklife balance great benefits an unwavering commitment to our members and the communities we serve and a positive environment that empowers you to grow personally and professionally. We love where we work and we know you will too!

The Member Service Representative I Member Support provides exceptional service by responding to inquiries solving basic problems and providing solutions in a contact center environment. Acts as a resource to members educating them on products and services which will improve their financial wellbeing.

Essential Duties:

• Actively work towards established product and services goals and maintaining production and quality standards consistent with the MSR I role.
• Demonstrates expertise in Credit Union services and effectively applies sales skills to crosssell while assisting members.
• Actively participate in department activities and meetings to achieve service and sales goals.
• Promote an environment of respect and cohesive teamwork to ensure member loyalty and employee engagement.
• Actively support the Member Support Service Level Agreement to build sound relationships with members.
• Provide information about all facets of the Credit Union including but not limited to: eligibility for membership types of accounts available (checking savings and lending) online services digital products current rates calculation of dividends and interest insurance coverage available payroll deduction and other deposit and payment plans.
• Assist members with any questions or problems with their account including any research and if necessary correction of any errors. Ask questions and seek understanding to ensure the best solution is consistently provided to each member.
• Accurately process requests for additional Account Shares and promptly send out appropriate documentation.
• Respond to Service Desk SMS email and voice mail inquiries timely.
• Promptly and efficiently handle inquiries and requests from members over the phone and through various written channels utilizing strong communication skills.
• File correspondence and documentation as needed.
• Efficiently track referrals and product offers.
• Adapt to evolving member needs and effectively navigate change with resilience maintaining a strong commitment to organizational goals. Proactively support business initiatives by embracing new processes technologies and service strategies to enhance team performance and member experience.
• Demonstrate strong regulatory knowledge applicable to this position and understand and comply with government regulations with particular emphasis on the Bank Secrecy Act (BSA) US Patriot Act and related regulations.
• Actively participate and fulfill expectations in the Credit Union Email Security Awareness Program as outlined in the Information Security Program Acknowledgement document.

Knowledge and Skills:

Experience:

At least one month of similar or related experience. Call center experience preferred.

Education:

A high school education or GED

Additional Details:

Location:Vancouver Mall 7017 NE Vancouver Mall WA 98661

Hours:Monday through Friday from 10am to 2pm or 11am to 3pm. Rotating Saturday from 9:30am to 2:00pm. Hours are based on business needs.

Position Type:Parttime 20 hours per week.

We Value Diversity

At iQ we believe that diverse experiences and skills make our team stronger. If youre passionate and driven to excel in this role we encourage you to apply even if you dont fully meet every qualification listed. Your unique experiences knowledge skills and abilities may be exactly what we need.

iQ Credit Union is committed to providing an inclusive and accessible work environment for all individuals. Our recruiting process typically involves submitting an application uploading a resume completing a phone interview interviewing onsite or virtually with a hiring manager or attending a group interview and possibly completing a work sample.

If you require reasonable accommodation at any stage of the recruitment process including application submission interviewing or participation in the employee selection process please direct your inquiries to which will email a member of iQs Human Resources team. We will make every effort to accommodate your needs.

Total Compensation Package

Theres a reason weve ranked as one of top workplaces in the Pacific Northwest for the past nine years. We listen to our employees and continue to provide benefits that make a difference.

Healthcare Coverage:

• iQ pays 100 of the monthly medical dental and vision premium for you AND your dependent children.

Retirement Savings:

• iQ matches up to 6 of your 401(k) contributions.

Paid Time Off:

• 11 paid holidays plus vacation and sick time accruals.
• Paid Community & Event Volunteer opportunities.
• Paid Wellbeing hours to help you recharge and thrive.

Investing in You:

• Student loan repayment match up to $100 per month.
• Tuition reimbursement to support your educational advancement.
• An annual match to amplify your nonprofit giving.

For a full list of our uniQue benefits see our benefits guide:iQ Credit Union Benefits Guide

Equal Opportunity Employer:

iQ Credit Union is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age sexual orientation gender identity gender expression veteran status or disability.