Our Core Values
Everything we do at Members First Credit Union flows from these values. As a Contact Center Representative, you are expected to embody them in every interaction with members and teammates.
Service
We exist to serve our members and teammates. Every interaction is an opportunity to make a difference.
Safety & Security
We protect our members’ assets and information with vigilance and integrity.
Financial Wellness
We guide members toward stronger financial lives one conversation at a time.
Community Impact
We are rooted in and responsible to the communities we proudly serve.
People First
We see the person behind every transaction and treat everyone with dignity and respect.
Trust
We do the right thing, even when no one is watching, and earn trust every day.
About This Role
This role is about connection, responsiveness, and delivering consistent, high-quality service in every interaction.
As a Contact Center Representative, you serve as the first point of contact for our members, providing support through phone, email, chat, and digital channels. You play a critical role in shaping the member experience by delivering accurate information, resolving concerns efficiently, and identifying opportunities to support members’ financial well-being.
Success in this role is measured not just by productivity, but by member satisfaction, resolution quality, and the ability to build trust through every interaction.
What You’ll Do
Deliver Exception Member Service
· Serve members by providing accurate, timely, and professional assistance across all communication channels (phone, email, chat, and digital platforms)
· Create a positive and supportive experience that reflects our People First philosophy
· Respond promptly to member inquiries, voicemails, and service requests
· Ensure every interaction leaves the member feeling heard, respected, and supported
Resolve Member Needs
· Research and resolve routine member questions, concerns, and complaints related to accounts and services
· Perform account transactions including openings/closures, verifications, stop payments, and card orders
· Assist members with deposit accounts, debit cards, ATM usage, consumer lending, and electronic services
· Provide basic support for mortgage inquiries, directing as needed
· Maintain ownership of member issues through follow-up to ensure full resolution
Promote Financial Wellness
· Identify opportunities to recommend relevant products and services that align with member needs
· Support members in understanding available tools, resources, and digital services
· Contribute to a culture that prioritizes education and relationship-building over transactional interactions
Support Operational Excellence & Compliance
· Maintain strict confidentiality of member and organizational information
· Adhere to credit union policies, procedures, and regulatory requirements
· Ensure accuracy in all transactions and documentation
· Manage high interaction volumes while maintaining quality and professionalism
Additional Responsibilities
- Attend all branch, departmental, and organizational meetings and training sessions.
- Represent MFCU at community and business-related events; support team member participation in community engagement.
- Provide coverage at other branch locations as needed.
- Perform other duties as assigned by the Contact Center Manager
Education & Experience
High school diploma or equivalent required; associate degree or higher preferred. Prior contact center, customer service, or financial services experience required.
Communication Skills
Strong verbal and written communication skills with the ability to explain information clearly and professionally.
Technical Proficiency
Comfortable using computers and standard software applications; experience with CRM or call center systems preferred.
Problem-Solving Ability
Ability to assess member needs, research information, and provide accurate solutions efficiently.
Compliance Knowledge
Understands the importance of confidentiality, security, and adherence to policies and procedures.
Physical Requirements
Ability to lift up to 25 lbs. Requires standing, sitting, and movement throughout the branch. Standard office environment with moderate noise level.
Work Style
Thrives in a fast-paced, team-oriented environment while maintaining professionalism and accuracy.
Organizational Skills
Detail-oriented with the ability to manage multiple tasks and priorities effectively.
Benefits:
- 401(k)
- 401(k) matching
- AD&D insurance
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Referral program
- Tuition reimbursement
Work Location: In person
