Call Center-Member Service Representative I or II

Full-Time Call Center-Member Service Representative I or II

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This range is provided by Ent Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$18.75/hr - $23.48/hr

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We’re also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We’re a not-for-profit that puts people above profits and actively invests in our community.

Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you’re interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

This position is projected to start 08/18/2025 and requires 5 weeks of mandatory paid training at our Headquarters in Colorado Springs, Colorado. This is an in-office position based out of Ent Credit Union Headquarters in Colorado Springs. This is not a fully remote eligible position.

Required availability for this position is Monday through Friday 7:00 am to 6:00 pm (shift will vary within these hours) and Saturdays from 8:00 am to 3:00 pm.

The Member Service Representative I/II must 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, the MSR I 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.

• Member Service – Accurately process member requests received through incoming calls. Update the existing database with any changes requested by the member. Verify members using Ent’s most current procedures to minimize fraudulent activity. Identify and escape priority issues to the proper area.
• Sales – Meet member needs through maintaining a strong knowledge of products and services available to members, regularly providing referrals to such products and services in all areas including, but not limited to lending, investments, electronic banking, wealth management, and business banking.
• Knowledge – Maintain knowledge and remain current in the position by taking a proactive approach with participating in on‑going training, side‑by‑side, 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 – Remain cognizant of and adhere to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

• Member Sales & Service – Answer incoming calls from members, accurately answer inquiries and troubleshoot problems. Verify members using the processes and procedures in place to minimize fraudulent activity. Identify and escape priority issues. Handle all online banking inquiries and certificate maintenance. Resolve member concerns properly and provide solutions to avoid escalations in all areas of member service. Possess extensive knowledge of all products and services by actively listening and determining the product that best fits the member’s needs;
  
  include but not limited to investment services, online banking and credit cards. In the area of credit cards, obtain the skill to submit both consumer and business credit card applications.
• Knowledge – Maintain knowledge and remain current in the position by taking a proactive approach with participating in on‑going training, side‑by‑side, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world…