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Member Care Rep III

4 months ago

Portsmouth, United States Northeast Credit Union Full time
Job DescriptionJob Description

The Member Care Representative III will assist members and potential members with telephone and email requests; explain and cross sell products and services, respond to problems and maintain a one contact resolution environment. The representative will also ensure that all interactions with credit union members and internal team members are handled professionally, accurately, with high quality, optimal member service, integrity and profitability.

Pay: $19.00 - $20.00 per hour plus incentives paid monthly.

Location: Portsmouth, NH (Hybrid)

Hours: M-F 8:00-5:30 (ET), rotating Saturdays 8:00am – 12:30pm

Voted Forbes list of America’s Best In-State Credit Unions 6 years in a row

At Northeast, our core values drive our mission and vision. Our mission is to enrich and nourish the lives of others: Our members, our employees, and our communities.

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We support both the hybrid remote and fully on-site work approaches.

The hybrid work model requires 2 days in-office each week, which is possible after the initial 8-week training period which consists of 3-4 weeks of training in our Portsmouth, NH Member Care Center followed by 8 weeks in the home Member Care Center. Please note there is always the potential requirement to work in-office due to employer needs and/or employee performance.


Essential Functions:

Assist members and potential members with telephone requests fostering a one call resolution environment. Assist members and potential members with online account openings. Maintain member follow up and maintenance through the CRM.

Fulfill member requests and seeks opportunities for products and services while looking for ways to deepen member relationships.

Participate in all required training and adhere to written policies and procedures of the credit union including BSA, OFAC and security.


Experience and Qualifications:

At least three years of fast-paced customer service experience.

Extensive experience with escalated calls.

Good organizational skills with proven ability to multi-task.

Ability to recognize and resolve member issues promptly, using courtesy and tact.

High school diploma or equivalent.

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Benefits We Offer:

  • Employee loan discount
  • Student loan/tuition assistance program
  • Comprehensive medical/dental/vision +
  • PTO and paid federal holidays
  • Weekly paychecks
  • 401k plan with employer match/profit sharing
  • Participation in the Annual Incentive Plan

Additional Perks:

  • Continued training and advancement opportunities
  • Balanced/Predictable schedule; all locations close at 5pm and on Sundays
  • Opportunity to join our many employee created Engagement Groups (e.g. Pride at Work, Women in Leadership, Book Club, Running & Walking)
  • Local Volunteer Opportunities with employer contributed Volunteer Day
  • Company Outings and annual Summit
  • Hybrid work environments

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Equal Opportunity Employer


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