Job Summary:

Receive and process member transactions via the telephone and digital channels. Conduct back-office processing. Maintain files necessary to keep accurate records.


    • High school diploma or equivalent.
    • At least one year of customer service or call center experience. Financial institution experience is preferred.
    • Excellent customer service and communication skills.
    • Proficient with PC, telephone, 10-key, and other related business equipment and application software and platforms.
    • Ability to multitask and perform in a fast-paced environment.
    • Strong organizational skills and attention to detail.

Job Duties:

  1. Answer the phones and process all member transactions and inquiries accurately and quickly.
    • Greet all members in a friendly and professional manner.
    • Utilize the “soft transfer” method to transfer calls.
    • Cash advances on credit and debit cards.
    • Maintain proper security measures for identifying members.
    • Loan/Credit Card payments.
    • Answer online banking inquiries and troubleshoot access issues.
  1. Conduct back-office processes.
    • ACH.
    • Drafts.
    • Debit cards.
    • Shared branching.
    • ATM balancing.
    • Wires.
    • Notice processing.
    • RDC processing.
    • RI processing.
    • Fraud processing.
  1. Maintain accurate records on accounts (file maintenance).
    • Update addresses and any other changes required as assigned.
    • Close accounts.
    • Account pre-authorizations.
  1. GL reconciliation.
    • Daily recon of wires, ACH, ATMS, Shared Branching, etc.
  1. Assist members with research requests.
  2. Cross-sell credit union services when appropriate.
    • Provide routine information on credit union services.
    • Be able to direct members on how to obtain these services.
  1. Perform other related duties as assigned.