Member Services Representative

Overview

These representatives will be assisting members with their digital banking services which include but not limited to; basic transactions, help logging on and resetting passwords, setting up new accounts, taking loan applications, and IRA accounts. Team members will be required to exemplify strong verbal and written communication skills during their interactions. HFCU has the ability to route types of calls per various queues therefore new hires will take the most basic calls and then be trained and slowly integrated into the additional queues to field more complex calls (loan applications/IRA accounts).

A normal day is 60-80 inbound calls with an average 7 min talk time. HFCU cares more about the quality of interaction and helping the member so they don't have to call back again.

Candidates must be willing to work as early as 8am and as late as 6pm. They will be put on a shift after training that falls within those hours and it could/will change monthly. The schedule for the following month is posted at least 2 weeks in advance and the shift schedules are 8-4:30, 8:30-5, 9:30-5:30, and 9:30-6. They have the ability to switch shifts with coworkers but they must be able and willing to work all 4 shift options.

Immediately after training they will work 8:30-5 as that is the manager's (Jill) shift.

• Assist members with digital banking services including basic transactions, help logging on and resetting passwords, setting up new accounts, taking loan applications, and IRA accounts.
• Demonstrate strong verbal and written communication skills during interactions.
• Handle inbound calls (60-80 per day, average 7-minute talk time) and progress through queues to field more complex calls as trained.

• Call center or member services experience (could consider strong candidate with face-to-face CS experience).
• Professional communication skills; ability to multitask; ability to work any shift between 8am and 6pm; ability to work onsite every day.
• Banking experience and experience navigating multiple systems (PLUS).

Entry Level

Contract position based out of Marysville, OH.

The pay range is $18.00 - $22.00/hr eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits may include: medical, dental & vision; 401(k) Retirement Plan;
Life Insurance;
Short and long-term disability;
Health Spending Account;
Transportation benefits;
Employee Assistance Program;
Time Off/Leave (PTO, Vacation or Sick Leave).

Fully onsite position in Marysville, OH.

This position is anticipated to close on Jan 24, 2026.

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The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.