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Role overview

The Member Service Representative will join a fully remote contact center team and handle a high volume of inbound calls. The role focuses on helping members and non-members with membership questions, banking products, services, and rate-related requests. Success in the role depends on working efficiently and accurately in a fast-moving environment while keeping service quality high.

This position calls for strong technical confidence, since the representative must move between multiple systems at the same time, including phone software, account servicing tools, CRM systems, knowledge resources, and browser-based applications. Every interaction must be documented carefully and completely.

The organization values a service-first, collaborative culture. Ideal candidates are self-driven, reliable, adaptable, team-oriented, and focused on delivering a great member experience. The job also requires the ability to work alone, balance several priorities, and manage escalations in a professional way.

S3 STAR values

Service
Teamwork
Attitude
Results

Job details

Department: Contact Center

Reports to: Manager, Contact Center

Location: Remote

FLSA status: Nonexempt

Key responsibilities

Handle large volumes of inbound calls and use multiple systems at once to provide accurate information, resolve questions, and complete requests for both member and non-member callers.
Complete required identity verification, review account information, explain company and credit union policies and procedures, and record all interactions and results in the appropriate tools while meeting quality, schedule, and productivity targets.
Work with managers, vendors, and credit union partners through email and internal messaging to address more complex issues, support service requests, conduct technical research, and resolve escalations.
Support specialized digital, card, or loan queues and process related transactions quickly and accurately.
Take on additional job-related projects and other tasks as assigned by management.
Respond to emails promptly and complete required annual training by the stated deadlines.
Stay current on department policies and procedures by reviewing updates and internal communications.

Qualifications and experience

Five years of work experience is preferred, though a mix of relevant experience and education beyond high school, such as an associate degree or higher, or applicable certifications may also be considered.
Direct experience in customer service or relationship management is required.
Background in banking or fraud is preferred.
Prior experience as a team leader, mentor, coach, trainer, or supervisor is an advantage.
Experience with Microsoft Teams, Outlook, CRM platforms, and multitasking across several applications is preferred; dual monitors are a plus.
Demonstrated ability to meet performance goals consistently.
Strong de-escalation ability, including clear documentation and proper handoffs.
Ability to work independently, prioritize effectively, and stay productive.
Excellent spoken and written communication skills.
Comfort in a high-volume, fast-paced setting while maintaining accuracy, professionalism, and compliance.
Strong organization, attention to detail, and time management.
Comfort working in a structured environment with clear procedures.

Work environment and role demands

This position is performed in a professional office-style environment using standard equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Cognitive demands: The role requires constant information comparison, analysis, and calculation; problem-solving and critical thinking; sound judgment; the ability to organize multiple tasks and prioritize; handling confidential or sensitive information; and strong customer service skills. Basic math is required occasionally.

Physical demands: The job involves sitting for long periods, repeated keyboard and hand movements, and clear verbal communication throughout the day.

Emotional demands: The work often involves frequent short deadlines, a hectic environment, and extended periods of high stress.

Interaction level: Internal and external communication is steady and ongoing, with only occasional low-volume periods.

Perks and benefits

Medical, dental, and vision coverage
Paid time off starting at 20 days in the first year
Up to 11 paid holidays each year
401(k) plan with employer match and discretionary contribution
Employee referral program
Employee assistance program
Health and wellness program
Life insurance and accidental death and dismemberment coverage
Accident, critical illness, and hospital care insurance
Peer recognition program
Employee discount program
Fully remote work from home arrangement

About the organization

S3 is a credit union service organization that works with partner credit unions to provide operational support and high-quality member service. Through its contact center, the company aims to handle every interaction with professionalism, care, and efficiency so partner credit unions can stay focused on their members’ futures.

The organization has been named a Top Workplace for five consecutive years, with recognition from USA TODAY, Newsweek, and The Baltimore Sun. This reflects its commitment to its STAR values and leadership approach. Team members also receive training and development support to help them succeed.

Additional information

Salary range: Grade 14, minimum annual salary of 39,998.

Equal opportunity: All qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.

ADA statement: The organization is committed to full inclusion and will provide reasonable accommodations for qualified individuals with disabilities when needed.

Member Service Representative