Call Center-Member Service Representative at Ent Credit Union

Tempe, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

23.5

Posted On

17 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Cross-selling, Inquiry Resolution, Troubleshooting, Fraud Prevention, Escalation Management, Certificate Maintenance, Online Banking Support, Product Knowledge, Credit Card Application Processing, Active Listening, Policy Compliance, Regulation Adherence, Computer Skills, Communication, Organizational Skills

Industry

Banking

Description

Company Description Ent Credit Union and Wings Credit Union joined forces in January 2026. This merger means more opportunities, expanded resources, and a shared commitment to delivering exceptional member service. Together, we become more - empowering members, communities, and teams through a bold, unified future. Both organizations bring a strong legacy of member satisfaction, operational excellence, financial stability, and community impact. Recognized locally and nationally as best-in-class financial institutions and employers of choice, each is known for its commitment to financial well-being and philanthropic leadership. Join us during this transformative time and be part of shaping the future of banking! To learn more about the merger, click here. New Location & Team Launch Opportunity: This role is part of our brand‑new Call Center location in Tempe, AZ, where you’ll join the foundational team responsible for launching and shaping this exciting new site. The inaugural training class starts on April 27th. As one of the first team members, you will have a unique opportunity to influence how the center operates—your ideas, feedback, and voice will directly impact our processes, member‑service approach, and long‑term strategy. If you’re energized by building something new, collaborating in a dynamic environment, and contributing to a culture from the ground up, this is a rare chance to make a meaningful and lasting difference. Job Description The Member Service Rep will provide accurate information regarding member inquiries while actively cross-selling and educating members on Credit Union products and services. Outstanding service must be delivered while remaining professional, responsive, and encouraging. In addition, this role is responsible for understanding and complying with credit union policies/procedures and industry regulations while seeking to protect the assets of members and the credit union. Essential Functions Member Sales & Service: In order to build and retain member relationships, the representative must answer incoming calls from members, accurately answer inquiries and troubleshoot problems. Members must be verified using the processes and procedures in place, minimizing fraudulent activity. Representative possesses the skill to identify and escalate priority issues. A higher skillset is required to perform certificate maintenance and handle all online banking inquiries. MSR II is expected to resolve member concerns properly and provide solutions to avoid escalations in all areas of member service. The representatives must have extensive knowledge of all products and services by actively listening and determining the product that best fit the member's needs. Products and services include but are not limited to: investment services, online banking and credit cards. In the area of credit cards, the representative will obtain the skillset to submit both consumer and business credit card applications. Knowledge: Maintains knowledge and remains current in the position by taking a proactive approach with participating in on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members. Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act. Qualifications High School Diploma/G.E.D. or equivalent. 6+ months of customer service experience. Previous inbound phone experience preferred. Previous sales experience preferred. Previous financial institution experience preferred. Bondable. Technical or Specialized Knowledge/Skills: Excellent Customer Service focus. Strong proficiency in relevant credit union products, offerings, and resources. General understanding of typical products, offerings and resources within the banking/credit union environment. Must have proficient computer skills, including the ability to use Windows, Microsoft Word and Office. Ability to complete multiple tasks utilizing various databases concurrently is required. Strong communication and writing skills. Organizational skills required. Typing, computer, and ten-key required. Symitar experience strongly preferred. Additional Information The pay range for this position is: $19.25 - $23.50 (S11) plus monthly incentives. Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity. BENEFITS: Generous 401(k) match 401k Discretionary Profit Sharing Health Insurance Dental Insurance Vision Insurance Life Insurance Short Term and Long Term Disability Health Savings Account with company contribution Employee Assistance Program Paid Vacation, Sick, Floating Holidays and Volunteer Time Off Paid Holidays Tuition Reimbursement Paid Parental Leave We anticipate this position to close on 3/23/2026. Please submit your application at your earliest convenience to be considered. Compensation: USD 19.25 - USD 23.50 - hourly

Responsibilities

The Member Service Representative will handle incoming calls to provide accurate information regarding member inquiries, actively cross-sell, and educate members on Credit Union products and services while maintaining professionalism. This role also requires understanding and complying with policies and regulations to protect member and credit union assets.