Member Services Specialist

Member Services Specialist
Job Code: 1305-005
Job Type : Full Time
Branch Location : Montgomery Park
Location: Portland, OR

Position Title: Member Service Specialist
Reports to: Assistant Member Services Manager or Member Services Supervisor


Delivers prompt, friendly, professional service to our members by effectively identifying purpose of incoming call, effectively complete requests and/or appropriately resolves member’s questions/concerns. Adhere to productivity and call standards to achieve high level of quality service. Cross-sells products and services and retains memberships and accounts.


  1. Provide outstanding service to incoming callers by effectively answering questions, effectively troubleshooting requests/questions and bringing appropriate resolution to account problems.
  2. Adhere to established policies, procedures and processes.
  3. Cross-sell Credit Union Products and Services. Retain memberships and loans and deposit balances.
  4. Maintain in-depth knowledge of products and services offered by the Credit Union.
  5. Meet or exceed established goals, including sales, call productivity and call quality.
  6. Prudently exercise assigned approval authority (i.e., reversing fees).
  7. Adhere to the professional guidelines outlined in the Human Resource Policies and Procedures guide.
  8. Support management decisions, policies and goal standards. Demonstrate and exercise a positive and professional approach in the work environment.
  9. May assist in training new and existing employees, in conjunction with the Member Services management and the Training Department.
  10. May function as a resource for other Member Service Specialists’ questions.
  11. May perform other duties as assigned.


  1. High school diploma or equivalent.
  2. Excellent written and oral communication skills. Bilingual in English and Spanish preferred.
  3. One-year customer service experience.
  4. Strong analytical skills and ability to effectively deal with dissatisfied members.
  5. Basic computer skills.
  6. Ability to work an assigned schedule.
  7. Ability to work effectively as part of a team with strong interpersonal skills.

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