Member Service Representative I - Call Center (Hybrid)

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About the position

As a Contact Center Member Service Representative , you’ll support members over the phone and through digital channels, helping them meet their financial needs and guiding them through Zing’s products and services. You’ll play a key role in delivering excellent member service by opening accounts, resolving inquiries, and using all available resources to ensure our members receive the support they need. While you won't have direct supervisory responsibilities, you’ll work collaboratively with team members and may help train others as needed.

Responsibilities

  • Provide efficient, accurate, and friendly service to members via phone and other communication channels
  • Assist members with opening, closing, and maintaining accounts
  • Explain products and services clearly and recommend those that meet member needs
  • Troubleshoot and resolve member issues or escalate to Level II/III or management as needed
  • Use internal systems and resources to assist with inquiries and maintain service accuracy
  • Ensure all transactions and processes comply with regulatory guidelines and internal procedures
  • Support training of new and existing staff as assigned
  • Maintain high-quality service levels by managing call volume and hold times
  • Perform all other duties as assigned

Requirements

  • Excellent verbal and written communication
  • Strong listening skills and phone presence
  • Basic math and accounting proficiency
  • Ability to remain calm, professional, and solution-oriented under pressure
  • High integrity and trustworthiness
  • Comfort working with procedures, policies, and regulatory requirements
  • Ability to work independently within structured processes
  • High school diploma or equivalent required
  • Ability to interpret and apply policies, procedures, and regulatory guidelines
  • Competence in resolving issues, identifying solutions, and escalating appropriately

Nice-to-haves

  • 6 months to 2 years of experience in a call-handling or professional customer service role preferred
  • Proficient with 10-key by touch
  • Strong familiarity with credit union core systems or ability to learn quickly
  • Comfortable adapting to a variety of software and systems
  • Ability to perform basic calculations related to account handling
  • Capable of using logic and structured thinking to identify the best solutions within policy boundaries
  • Tasks are routine, but require some research or analysis to resolve complex member needs
  • Frequent contact with members and vendors for information exchange
  • Expected to maintain professional, courteous communication
  • Limited authority to make decisions affecting broader organizational goals or budgets
  • Most actions are guided by set procedures and standards
  • Limited discretion; choices are typically between two or three known solutions
  • Regular and prompt attendance is essential
  • Excessive unplanned absences (>6/year) or tardiness/leaving early (>4/year) may impact job standing
  • See Employee Handbook for full attendance policy
  • General office or remote environment based on assignment
  • Prolonged periods sitting at a desk and answering high call volumes
  • Occasional bending, squatting, or lifting up to 20 lbs (e.g., moving files or records)
  • Remote workers must maintain a home workspace that meets all safety, security, and ergonomic standards outlined in the Remote Work Agreement
  • Member Experience – Prioritize member satisfaction and ensure brand consistency
  • Call Handling – Maintain balanced call volume and acceptable average hold times
  • Goal Alignment – Meet targets for professionalism, attendance, communication, compliance, and job knowledge
  • Training Completion – Complete Paycor and compliance courses with 85%+ score by required deadlines
  • Attendance – Meet expectations for attendance and timeliness
  • Security – Follow all building and cyber security protocols
  • BSA & Compliance – Ensure adherence to BSA, Red Flag, Safe Act, and all regulatory programs

Benefits

  • Growth & Development
  • We promote from within and support your career goals through tuition reimbursement and ongoing on-the-job training
  • Every new hire gets a strong start with a 2-week onboarding program designed to set you up for success
  • Whether you're just starting out or ready for the next step, we’re here to help you build your future with us
  • Culture & Community
  • We celebrate our team with company outings, potlucks, and festive holiday parties — plus, you’ll even get your birthday off (paid!)
  • We’re big on teamwork and appreciation , and our people-first mindset shows in everything we do
  • Values in Action
  • “ People over profit ” isn’t just a motto — it’s how we operate. We focus on educating and helping our members rather than upselling them
  • We proudly partner with local nonprofits and organizations to give back — and employees have opportunities to volunteer and make a difference
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