Contact Center Member Service Representative II

Golden 1 Credit Union

. Resolve complex member issues and escalations with minimal guidance .

Posted 9/24/2026full-timeRemote • California • United StatesJuniorMid-Level💰 $23 - $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in resolving complex member issues and escalations while maintaining high standards of phone efficiency and quality. Possesses strong knowledge of financial services, credit union compliance, and member relationship building.

Highest-signal resume keywords

Contact Center ExperienceCustomer Service ExperienceFinancial Services ExperienceAdvanced Credit Union KnowledgeRegulatory Compliance Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Issue ResolutionFraud DetectionOnline Banking AssistanceMobile Wallet SetupSub Share OpeningRegulatory Training Completion

Soft Skills

Critical ThinkingJudgmentDe-escalation SkillsMember Relationship Building

Industry Keywords

Credit Union ComplianceBank Secrecy LawsAnti-Money Laundering LawsMember TransactionsPhone Efficiency Standards

About the role

Key responsibilities & impact

Resolve complex member issues and escalations with minimal guidance
Learn and retain knowledge of products and services
Meet established phone efficiency and quality performance standards
Respond to member needs, concerns, and frustrations with care and appropriate urgency
Recommend products and services to meet member needs
Identify, investigate, and resolve member concerns
Process and complete member transactions efficiently
Identify and report fraudulent activity
Update member and Credit Union account information accurately
Educate members on products to retain and enhance loyalty
Take ownership of the majority of calls with minimal Support guidance
De-escalate situations using judgment and critical thinking
Assist with complex Online/Mobile Banking issues and Mobile Wallet setup
Open Sub shares
Complete Regulatory Training Modules
Model Golden 1 Core Values
Perform other duties as assigned

Requirements

What you’ll need

Contact center experience required
Candidates must be local to the Sacramento, CA area
H.S. Diploma or General Education Degree (GED) required
Some college preferred
1+ years customer service experience in a contact center environment required
2+ years financial services experience required
Member relationship building experience preferred
Advanced Credit Union knowledge
Thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws
Ability to resolve complex issues and escalations with minimal guidance
Ability to meet phone efficiency and quality performance standards in a fast-paced environment
Ability to identify, investigate, and resolve basic and complex member concerns
Ability to identify and report fraudulent activity
Ability to assist with complex Online/Mobile Banking issues and Mobile Wallet setup
Ability to open Sub shares
Ability to complete required Regulatory Training Modules

Benefits

Comp & perks

Comprehensive compensation package
Well-being and work-life balance programs
Career development and growth
Rewards and recognition
Commitment to Diversity, Equity and Inclusion