Senior Member Experience Specialist

Chevron Federal Credit Union

. Respond to member and staff inquiries courteously, professionally, and accurately across multiple channels .

Posted 11/6/2026full-timeRemote • United StatesSenior💰 $19 - $33 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service, financial counseling, and problem-solving within a call center environment. Proficient in utilizing CRM systems and digital communication tools to enhance member interactions and achieve growth targets.

Highest-signal resume keywords

5+ Years Call Center ExperienceCustomer Relationship Management (CRM)Financial CounselingProblem-Solving AbilityExcellent Customer Service Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Basic Math SkillsDocument Storage SystemsKeyboard Skills at 40 WPMProficient in Windows ApplicationsVideo Banking

Soft Skills

Effective CommunicationAdaptabilityHigh IntegrityInitiativeCollaboration

Tools & Technologies

ZoomMicrosoft OutlookMicrosoft WordMicrosoft ExcelVideo Technologies

Industry Keywords

Consumer LendingReal Estate LendingMembership ApplicationsOperational ProtocolsSecurity Training

About the role

Key responsibilities & impact

Respond to member and staff inquiries courteously, professionally, and accurately across multiple channels
Conduct proactive outbound calling, video banking, chat, and inbound call center activities
Meet individual and virtual growth targets and identify growth opportunities
Process membership applications and collect initial deposits
Conduct video banking appointments
Guide members to earn more from savings and meet financial goals
Promote products and services, open additional accounts, and make referrals
Provide information and counseling on membership requirements, savings, consumer loans, and Credit Union services
Handle complex requests across Consumer and Real Estate Lending, ATM/Debit Card, Online/Mobile Banking, Foreign Currency, Wires, and Outbound Calls workgroups
Educate members on financial goals, complex procedures, and self-service options
Troubleshoot and resolve member issues within assigned authority; escalate concerns when necessary
Identify member-impacting trends through root cause analysis and recommend improvements to management
Adhere to security, confidentiality, operational, and best-practice protocols
Document member interactions accurately in the CRM system
Complete required security and regulatory training
Maintain current knowledge of emails, knowledgebase, and Intranet content
Develop and mentor other agents
Assist with projects and initiatives

Requirements

What you’ll need

5+ years’ branch or call center experience required
High school diploma, GED, or equivalent
Equivalent combination of education and experience may substitute for stated qualifications
Ability to write and speak effectively in English using correct spelling and grammar
Basic math skills, including computing rates, ratios, and percentages using a 10-key
Proficient in basic Windows applications, including Outlook, Word, and Excel
Moderate keyboard skills at 40 wpm
Familiarity with Customer Relationship Management (CRM) and document storage systems
Excellent customer service skills
Ability to learn quickly and adapt to change
Ability to learn specialized applications and systems quickly
High integrity, initiative, and self-direction
Ability to communicate and collaborate with people at all levels
Problem-solving and decision-making ability, including prioritization
Ability to work extensively on computers, up to eight hours per day
Ability to speak and present by telephone and digital communication tools, including Zoom/Teams/video technologies
Ability to speak on the telephone for extended periods and handle high interaction volumes

Benefits

Comp & perks

Bonus/incentives for all regular employees
401(k) with 8% company contribution
Medical, dental, and vision insurance for employees and dependents paid at 80%
PTO and paid sabbaticals
Tuition reimbursement
Call Center Incentive Plan with quarterly, performance-based incentives
Total annual incentive opportunity capped at 10% of eligible earnings
Reasonable accommodations for individuals with disabilities