Member Account / Call Center Specialist - Banking
Richmond, VA  23225
$18.00/hr W2

Position Overview

The Member Account Specialist / Call Center Representative supports credit union members by providing professional service through both phone-based and in-person interactions at designated branch locations. This role is responsible for informing, educating, and advising members; resolving account-related questions; processing routine financial transactions; and promoting credit union products and services based on member needs and departmental goals.

Key Responsibilities

• Serve members through call center support and in-person assistance at assigned branch locations.
• Inform, educate, and advise members with professionalism, regardless of individual circumstances.
• Perform member transactions including transfers, withdrawals, loan payments by transfer, advances from lines of credit by transfer or check, credit card payments, and other consumer loan payments.
• Process check orders over the phone and assist with transfer programs, payroll deductions, direct deposits, stop payments, and account-based inquiries.
• Respond to consumer loan, credit card, and general banking inquiries while resolving member concerns efficiently and accurately.
• Promote credit union products and services by cross-selling solutions aligned with member needs and departmental objectives.
• Perform cash handling and teller duties when applicable.
• Handle member inquiries, identify issues, and provide timely problem resolution.
• Comply with all published DECU and regulatory policies and procedures, including Risk Management requirements.
• Complete all required ongoing enterprise-level training, including but not limited to BSA, OFAC, and Information Security.
• Report Risk Management policy violations in accordance with established procedures.
• Perform other duties as assigned by management.

Required Qualifications

• Minimum of 1 year of banking experience as a front desk teller; back-office banking experience alone will not meet this requirement.
• Minimum of 1 year of call center experience within the finance industry, including handling customer calls, account questions, and problem resolution.
• Prior experience in a customer service and/or problem resolution role.
• Ability to operate a computer and standard office equipment.
• Strong attention to detail, particularly when working with numbers, names, and account information.
• Ability to communicate effectively with members, both verbally and in writing.
• Demonstrated ability to consistently provide excellent professional service.
• Ability to work effectively in a multi-tasking environment.
• Ability to exercise active listening and problem-solving skills during complex conversations while demonstrating patience and support.

Soft Skills and Team Fit

• Strong work ethic and commitment to member service excellence.
• Adaptability in a fast-paced, service-focused environment.
• Strong time management skills and ability to prioritize tasks effectively.
• Excellent organizational skills and attention to follow-through.
• Ability to manage stress while maintaining professionalism and accuracy.

Education

Minimum High School Diploma or GED required.

Preferred Qualifications

• Experience working in a credit union, retail banking, or financial services environment.
• Familiarity with member account servicing, consumer loans, credit card inquiries, direct deposit, payroll deductions, and stop payment processes.
• Experience cross-selling financial products and services based on customer or member needs.

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