Member Service Representative I - Member Support

Be part of something uniQue

iQ Credit Union is a great place to work and grow and we're looking for people like you to join our exceptional team. At iQ, you'll find a healthy work-life balance, great benefits, an unwavering commitment to our members and the communities we serve, and a positive environment that empowers you to grow personally and professionally. We love where we work and we know you will, too!

Purpose:

The Member Service Representative I Member Support provides exceptional service by responding to inquiries, solving basic problems and providing solutions in a contact center environment. Acts as a resource to members, educating them on products and services which will improve their financial wellbeing.

Essential Duties:

• Maintain an excellent knowledge of the features and benefits of Credit Union services and of selling skills. Employ both to successfully cross-sell Credit Union services when assisting members in any capacity.
• Participate in Member Support department meetings and activities to achieve specific detailed and measurable goals. Consistently achieve goals; share best practices with team members.
• Promote an environment of respect and cohesive teamwork to ensure member loyalty and employee engagement.
• Actively participate in monthly coaching and development planners to leverage talents and development opportunities. Commit to and successfully execute on agreed upon action plans with your manager.
• Actively support the Member Support Service Level Agreement to build sound relationships with members.
• Provide information about all facets of the Credit Union including: eligibility for membership, types of accounts available (savings and lending), online services, current rates, calculation of dividends and interest, insurance coverage available, payroll deduction and other deposit and payment plans.
• Assist members with any questions or problems with their account including any research and, if necessary, correction of any errors. Ask questions and seek understanding to ensure the best solution is consistently provided to each member.
• Respond to Live Chat, Information Desk, Online Banking and voice mail inquiries timely.
• Promptly and efficiently handle inquiries and requests from members over the phone and through various written channels.
• File correspondence and documentation as needed.
• Demonstrate strong regulatory knowledge applicable to this position and understand and comply with government regulations with particular emphasis on the Bank Secrecy Act (BSA), US Patriot Act and related regulations.
• Actively participate and fulfill expectations in the Credit Union Email Security Awareness Program as outlined in the Information Security Program Acknowledgement document.
  

Knowledge and Skills:

Experience:

One month to twelve months of similar or related experience.

Education:

A high school education or GED

Additional Details:

Work Schedule: Monday through Friday 9:00am to 6:00pm with a rotating Saturday schedule. Saturday hours are 9:30am to 2:00pm.

Locations (may be located at one of the two locations below):

• Vancouver Mall branch: 7017 NE Vancouver Mall Drive, Vancouver, WA 98661.
• 192nd branch: 19200 SE 31st St, Vancouver, WA 98607.

Position Type: On-site for training with potential to become hybrid after successful trial service period.

Languages: Bilingual skills highly desired

We value diversity in experiences and skills. If you believe you have the passion and drive to excel in this role, even if you don't fully meet every qualification listed, we encourage you to apply. Your unique experiences, knowledge, skills, and abilities may be exactly what we need to enhance our team.

iQ offers a total compensation package for our totally exceptional employees.

There's a reason we've ranked as one of top workplaces in the Pacific Northwest for the past seven years. We listen to our employees and continue to provide benefits that make a difference.

Healthcare coverage

iQ pays 100% monthly medical, dental and vision premium for you AND your dependent children.

Saving for retirement

iQ matches up to 5.5% of your 401(k) retirement dollars.

Paid time off

iQ offers 11 paid holidays plus vacation and sick time accruals.
iQ encourages community involvement through paid volunteer opportunities.
iQ uniquely offers a paid Cultural Enrichment Day to increase awareness of the diverse communities we serve.

Investing in you

iQ offers a student loan repayment match up to $100 per month.
iQ supports you in advancing your education and knowledge through tuition reimbursement.
iQ offers an annual match to amplify your nonprofit giving.

See our full list of unique benefits:

iQ Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.