Member Care Specialist

Relax... Join Our Team!

Founders Federal Credit Union helps our members attain their financial goals. Our innovative services, convenient locations, and friendly employees are dedicated to our members and their financial future. We are strongly committed to providing the highest level of quality service.

Do you have customer service or call center experience and are searching for a long‑term career? If so, this position may be the right fit for you! The role is located at our Corporate Headquarters in Lancaster, SC. Remote work is not available.

• Handle all incoming calls and resolve member requests using first‑call resolution.
• Provide service and information in a pleasant, professional, and efficient manner.
• Offer solutions and demonstrate empathy towards members.
• Manage a variety of tasks including account maintenance, card issuance, and dispute processing.
• Serve as a subject‑matter expert for online banking, Bill Pay, mobile deposit, and loan processes.
• Identify and report potential fraudulent activity.
• Answer inquiries, resolve problems, and fulfill member requests, escalating when necessary.
• Cross‑sell credit union products and promote membership.
• Recommend process improvements and document call trends.
• Comply with all policies, procedures, and regulations including GLB and BSA.
• All other duties as assigned.

• Bi‑lingual preferred; fluency in English and Spanish is desired.
• High school diploma required; prior customer service experience preferred.
• Strong problem‑solving, listening, communication, and member‑service skills.
• Basic computer literacy (Microsoft Office, SharePoint). Quick learner of new applications.
• Availability:
  Monday‑Thursday 8 AM‑5 PM, Friday 8 AM‑6 PM.
• Must be located within the Corporate Headquarters in Lancaster, SC.
• Minimum one‑year stay before transitioning to another role.

• Hourly paid position with benefits effective on the first day.
• Paid holidays and paid time off.
• Family‑oriented culture with work/life balance.
• Retirement plan (401(k) with employer contributions) and fully funded pension.
• Comprehensive health and dental insurance.
• Life and accidental death & dismemberment insurance at no cost.
• Voluntary supplemental life insurance for employee and family.
• Health care and dependent care flexible spending accounts.
• Long‑term care plan.
• Short‑term and long‑term disability insurance.
• Tuition reimbursement for further education.
• Certification assistance.
• Fit Founders Wellness Program.

Pre‑employment background check, drug screen, credit investigation, and employer reference check will be required.

EOE