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. 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.

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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