JOB SUMMARY:
The Member Service Specialist provides prompt, accurate, and professional assistance to members through telephone calls, email, text, and Interactive Teller Machine interactions. This position responds to account inquiries, processes authorized transactions, resolves member concerns, provides digital banking and product support, and works to achieve first-contact resolution whenever possible. The Member Service Specialist protects member information, follows established verification and operational procedures, and delivers a consistent, relationship-focused experience across all assigned service channels.
KEY RESPONSIBILITIES:
Member Service & Issue Resolution:
o Respond to incoming member calls, emails, text messages, and ITM interactions in a professional, timely, and courteous manner.
o Assist members with account inquiries, service requests, transaction questions, complaints, and other financial-service needs.
o Take ownership of member concerns by using available systems, procedures, and internal resources to research and resolve issues within established authority and achieve first-contact resolution whenever possible.
o Provide accurate information regarding Skyward products, services, policies, fees, and delivery channels.
o Clearly explain actions taken, required next steps, and expected resolution timeframes.
o Follow up when additional research is required and escalate complex, sensitive, or higher-risk matters with complete and accurate documentation.
ITM Service & Transaction Processing:
o Provide real-time assistance to members through Interactive Teller Machines at designated Skyward locations.
o Process authorized deposits, withdrawals, transfers, loan payments, check transactions, and other supported transactions accurately and efficiently.
o Verify member identity and transaction details in accordance with established procedures and authority levels.
o Follow applicable cash-handling, check-acceptance, funds-availability, member-verification, security, dual-control, and transaction-approval procedures.
o Educate members on ITM functionality and help build confidence in Skywards remote-service channels.
Interaction Documentation & Recordkeeping:
o Maintain accurate and complete documentation of member interactions, transactions, service requests, referrals, follow-up commitments, and unresolved concerns.
o Record member feedback and communicate recurring service issues, process gaps, or system concerns to management.
o Ensure documentation is timely, objective, and completed in accordance with Skywards recordkeeping requirements.
Member Service Excellence:
o Deliver consistent, empathetic, and relationship-focused service across all assigned channels.
o Demonstrate active listening, professionalism, sound judgment, and effective de-escalation when assisting members.
o Maintain current knowledge of Skyward products, services, promotions, procedures, and digital solutions.
o Identify opportunities through needs-based conversations to educate members, deepen relationships, and connect them with appropriate products, services, digital solutions, or specialized departments.
o Support member retention by providing accurate information, timely assistance, and effective resolution.
Account Servicing & Digital Support:
o Assist members with online banking, mobile banking, eDocuments, bill pay, card controls, person-to-person payments, password resets, and other supported digital services.
o Complete authorized account maintenance and service requests within established authority.
o Assist with debit and credit card questions, activation, replacement requests, travel notifications, dispute intake or referral, and other card-related servicing within established authority.
o Educate members on available self-service options while remaining available to provide direct assistance when needed.
Team Collaboration:
o Collaborate with team members and other departments to resolve member needs, improve service delivery, and support organizational objectives.
o Share knowledge, recurring issues, and best practices that may improve team performance or the member experience.
o Participate in team meetings, coaching sessions, training, system testing, and process-improvement initiatives.
o Provide complete and accurate handoffs when referring members to other departments.
Operational Compliance, Security & Quality:
o Follow established member-verification and authentication, privacy, information-security, BSA/AML, OFAC, funds-availability, check-handling, and transaction-processing requirements as applicable to assigned duties.
o Perform all duties in accordance with Skyward policies, procedures, internal controls, and applicable regulatory requirements.
o Follow established member-verification, privacy, information-security, BSA/AML, OFAC, funds-availability, check-handling, and transaction-processing requirements as applicable to assigned duties.
o Recognize and promptly escalate potential fraud, account takeover, identity theft, elder financial exploitation, suspicious activity, or security concerns through established channels.
o Meet established expectations for service quality, transaction accuracy, schedule adherence, productivity, availability, and timely completion of member requests.
o Participate in call monitoring, quality reviews, coaching, and ongoing development activities.
QUALIFICATIONS:
- High school diploma or equivalent required. Additional education in business, finance, communications, or a related field preferred.
- One year of customer service, contact center, retail banking, credit union, teller, or other financial services experience preferred.
- Ability to efficiently navigate multiple computer systems while communicating with members. Experience with core-processing, telephone, ITM, digital-banking, card-processing, or contact-center systems preferred.
- Strong verbal and written communication, active-listening, de-escalation, and interpersonal skills.
- Ability to handle high-stress situations with a calm and professional demeanor.
- Ability to process financial transactions accurately and maintain attention to detail in a fast-paced environment.
- Ability to safeguard confidential member information, exercise sound judgment, and appropriately escalate complex or sensitive concerns.
- Flexibility to work various shifts, including weekends, as required.
- Bilingual preferred.
WORK ENVIRONMENT:
· Work is primarily performed in a contact-center and remote-service environment involving frequent telephone, video, electronic, and computer-based member interactions.
· The position requires extended periods of sitting, speaking, listening, viewing computer screens, and working across multiple systems.
· The work environment may be fast-paced and requires the ability to manage consecutive member interactions while maintaining service quality and accuracy.
· Full-time position, requiring occasional weekend work as required.
BENEFITS:
Competitive salary commensurate with experience
Health, dental, and vision insurance
Generously matched 401(k) retirement savings plan
Paid time off and holidays
Professional development opportunities
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Skyward Credit Union is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Ability to Commute:
- Wichita, KS 67215 (Required)
Ability to Relocate:
- Wichita, KS 67215: Relocate before starting work (Required)
Work Location: In person
