We are a Credit Union Service Organization (CUSO) that provides exceptional operational support to our partners.
Member Service Representative
Location
Wisconsin
Posted
3 hours ago
Salary
$40.0K / year
Seniority
Senior
Job Description
Member Service Representative
S3 Shared Service Solutions, LLC
• Answer high-volume inbound calls and use strong technical proficiency to navigate multiple systems (telephony platform, account servicing tools, CRM, knowledge base, and web-based applications) to provide accurate information, resolve inquiries, and fulfill requests for member and non-member callers. • Perform required member verification, review accounts, communicate company and credit union policies/procedures, and document interactions and outcomes in the appropriate systems. • Meet quality, schedule adherence, and productivity expectations, queue-based contact center. • Partner with management, vendors, and credit union partners to resolve complex issues and escalations via email and internal messaging tools to support service requests, technical research, and issue resolution. • Support specialized digital, card, or loan queues and process related transactions with speed and accuracy. • Other responsibilities and opportunities: Complete additional job-related projects and perform other duties as assigned by management. Maintain high responsiveness by answering emails in a timely manner and completing all required annual training by their respective deadlines. Maintains knowledge of current department policies and procedures by monitoring updates and communications.
Job Requirements
- 5 years of work experience or a combination of relevant professional experience and education (Associate's Degree or higher) or applicable certifications may be considered.
- Experience involving direct customer engagement or relationship management is required.
- Banking and/or Fraud experience preferred.
- Previous experience as a team leader/mentor/coach/trainer/supervisor is a plus.
- Experience using Microsoft Teams, Outlook, CRM platforms and the ability to navigate multiple systems and applications simultaneously preferred, dual monitors are a plus.
- Proven ability to meet performance goals.
- Strong de-escalation skills, including clear documentation and appropriate handoffs.
- Ability to work independently, prioritize tasks, and maintain productivity.
- Excellent verbal and written communication skills.
- Comfortable in a fast-paced, high-volume environment while maintaining accuracy, professionalism, and compliance.
- Highly organized and detail oriented.
- Strong time-management skills.
- Works well in a structured, procedure-driven environment.
Benefits
- Medical, dental, and vision insurance
- Paid time off (PTO) starting at 20 days in your first year
- Up to 11 paid holidays per year
- 401(k) with employer match and discretionary contribution
- Employee referral program
- Employee assistance program (EAP)
- Health & wellness program
- Life and AD&D Insurance
- Accidental Injury, Critical Illness and Hospital Care Insurance
- Peer-to-peer recognition program
- Employee Discount Program
- Fully remote (work from home)
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