Member Experience MSR I - Contact Center

The Member Service Representative I is an entry‑level frontline role designed for individuals eager to begin a rewarding career in financial services. As the welcoming voice of our credit union, you will support consumer and commercial members through high‑quality inbound phone interactions, helping them navigate financial inquiries, resolve routine issues, and connect with specialized teams when needed.

This position is onsite and offers a strong foundation for long‑term professional growth. MSR I team members gain the essential skills, training, and exposure needed to advance within the Member Experience Center and across the credit union — making this a high‑potential career starting point for motivated individuals.

Major Duties and Responsibilities:

Member Service & Call Handling

• Inbound Support — Manage inbound calls through designated queues, assisting members and prospective members with a wide range of financial questions.
• Provide outstanding member experience aligned with MEC quality standards.
• Solve complex problems
• Provide guidance on:
  • Deposit & loan accounts
  • Debit & credit cards
  • Mortgage and consumer/commercial lending inquiries
  • General account and transaction requests
• Document member interactions clearly and thoroughly in account notes.
• Follow established call flows, procedures, and compliance requirements.
• Partner with MSR II, MSR III, and leadership to ensure timely follow‑up on escalated needs.
• Meet quality assurance expectations and performance metrics.

Relationship Building, Sales & Cross‑Selling

• Build trust and rapport with members to understand their financial needs.
• Provide personalized and tailored advice to help members achieve their financial goals
• Use available tools to recommend appropriate credit union products and services.
• Anticipate and uncover needs
• Achieve service, quality, and sales goals.
• Promote the credit union’s value, mission, and member‑focused approach. 

Training, Compliance & Development

• Complete required computer‑based and instructor‑led training.
• Adapt quickly to evolving systems, processes, and business needs.
• Learn and comply with all applicable regulations, including:
  • Bank Secrecy Act (BSA)
  • USA PATRIOT Act
  • Office of Foreign Assets Control (OFAC)
• Maintain a working understanding of credit union products and basic financial operations.
• Demonstrate a commitment to continuous learning and professional growth — this role is designed to help you build the skills needed for advancement.

Experience:

Minimum one-year call center or customer service experience preferred.  

Education:

A high school degree or equivalent.

Interpersonal Skills:

Courtesy and tact are essential elements of the job. Work involves personal contact with members and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications require shorter and not in-depth discussions most of the time.

Other Skills:

• Strong verbal, written, and interpersonal communication skills
• Good problem-solving skills.
• Comfortable cross-selling credit union products and services
• Capable of articulating financial concepts.
• Be a contributor and team player.
• High attention to detail and accuracy
• Ability to navigate multiple systems simultaneously
• Comfort with computer‑based work and data entry
• Team‑oriented mindset with willingness to learn and grow
• Proficient in the use of standard business applications in a Windows-based environment (i.e., MS Word, Excel).

Physical Requirements:

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Mental and/or Emotional Requirements:

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Community First Credit Union is an Equal Opportunity Employer. Community First values and celebrates diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.