Job Description

Alliant Credit Union is seeking an outgoing individual to serve as the face of our institution in a hybrid work capacity. The Member Service Representative will provide consultative support to credit union members via telephone, resolving issues, assessing financial needs with compassion, and building relationships to enhance service and satisfaction. They will also educate members on products, policies, and compliance, and assist with account maintenance.

Responsibilities

• Handle member inquiries of moderate to advanced complexity aiming for first call resolution, including online banking, loan inquiries, stop payments, debit and credit card issues, ACH transactions.
• Process financial transactions efficiently and accurately.
• Review, qualify, open, and close deposit accounts and ATM/debit cards, and handle disputes.
• Process credit card payments, transfers, fees, and related tasks.
• Authorize fee refunds within defined parameters.
• Act as a member advocate, handling difficult conversations professionally.
• Resolve concerns while ensuring regulatory compliance.
• Note: Training is in person for the first two months, then shifts to a hybrid model (one day in-office) at our headquarters near O'Hare Airport.

Education

• Minimum: High School Diploma or Equivalent
• Preferred: Bachelor's Degree in Business, Finance, or related field

Years of Experience

• Level 1: Minimum 1 year in banking, retail, or customer service; preferred 1 year in a financial services call center.
• Level 2: Minimum 2 years in banking, retail, or customer service; preferred 3 years in a financial services call center.
• Level 3: Minimum 4 years in banking, retail, or customer service; preferred 5 years in a financial services call center.

Compensation & Benefits

Starting at $22/hour, with a monthly incentive plan. Benefits include health, vision, dental, 401(k) with employer match, work-from-home options, paid parental leave, employee discounts, paid time off, holidays, and education reimbursement. Eligibility varies based on employment status and hours.

All transactions must comply with the Bank Secrecy Act, state and federal laws, and privacy policies. The listed responsibilities are not exhaustive and may change as needed.

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