Member Service Representative - Support Services

Title: Member Service Representative - Support Services

Location: Irving, Texas, United States

Department: Retail Operations

Hybrid

Full time

Job Description: Description

We’re proud to be recognized as one of USA TODAY’s Top Workplaces and to have earned the Best and Brightest Companies to Work For award eight years running. Founded in 1937, Advancial is one of the nation’s longest‑standing credit unions, committed to creating lasting value for our members through exceptional service, quality products, and innovative financial solutions.

At Advancial, we believe work should be meaningful and energizing. We’re a passionate, collaborative team that values creativity, positivity, and the drive to make a real impact. We work hard, we have fun, and we show up every day ready to support each other and the members we serve.

What You'll Do

• Provide high-quality member service through various communication channels (phone, email, chat), resolving inquiries regarding accounts, transactions, and products.

• Process account transactions accurately and efficiently, including deposits, withdrawals, loan payments, and check orders.

• Assist members with online banking services, troubleshooting issues and guiding them through our systems.

• Evaluate member needs to identify opportunities for cross-selling credit union products and services.

• Maintain up-to-date knowledge of credit union products, policies, and changes in regulations.

• Handle member complaints with professionalism and empathy, striving for timely resolution.

• Document member interactions in the customer relationship management system for future reference and quality control.

• Participate in training and ongoing education to improve skills and product knowledge

• Cultivate a positive, respectful, and collaborative culture across the organization—fostering strong relationships among staff, departments, branches, and external partners. Champions a caring and inclusive environment for both employees and members, aligned with the Credit Union’s mission and values.

Working Hours

This position requires flexible hours Monday-Friday between 7:30am and 6:30pm and rotating Saturdays 9am-1pm, The role is based out of our Remote Operations Center at 100 E Royal Ln, Irving, TX 75039.

Compensation

This hybrid position's pay range is $20-25 per hour and may vary based on experience and qualifications.

Requirements

Associate's Degree (A.A.) or equivalent from two–year College or technical school; and banking or call center experience typically the level acquired after 1 year or equivalent combination of education and experience.

OTHER KNOWLEDGE SKILLS AND ABILITIES

Basic understanding of banking products and services such as checking, savings, loans, and credit cards.

Familiarity with customer service principles and call center operations. Experience using computer systems, CRM platforms, and multiple applications simultaneously.

Time management and organizational skills. Problem-solving and critical thinking abilities.

What to Expect in Our Hiring Process

1. A quick phone screen to get to know you
2. A Zoom interview with the team
3. Short assessments to help us learn more about your strengths and work style
4. An in‑person interview at 100 E Royal Ln, Irving, TX 75039
5. Once you’ve signed your offer letter, we’ll begin your background and credit check

Ready to join a winning team?

Advancial is a place where careers grow, communities thrive, and your work truly matters. If you’re looking for an organization that invests in your development, respects your time, and recognizes the impact you make, you’ve found the right place.

Benefits

What We Offer:

We provide comprehensive healthcare, life insurance, and 401(k) benefits—but that’s just the beginning.

Take Time for Life: Enjoy 11 company holidays and start with three weeks of vacation. You can also recharge at our beautiful vacation homes in Destin, FL, and Breckenridge, CO—free for you and your loved ones, with only taxes to cover.

Retire with Confidence: We contribute to your 401(k) to help you build a secure financial future.

Care for Your Pets: Access affordable pet insurance with employer contributions, ensuring your furry family members are protected.

Invest in Your Growth: After one year, we cover 80% of your tuition so you can continue advancing your education and career.

Navigate Life’s Surprises: Our Advancial Life Rewards program reimburses up to $1,000 annually for unexpected expenses, because we know life doesn’t always go according to plan.