Member Resolution Specialist

Member Resolution Specialist Minimum Starting Hourly Rate:

$16.00 Basic Functions The Member Resolution Specialist serves as a key point of contact between CACL Federal Credit Union and our members. This role is responsible for delivering exceptional member service while assisting with account inquiries, transactional needs, electronic payment services, and problem resolution. The ideal candidate is professional, detail oriented, solution focused, and committed to creating a positive member experience through every interaction. Essential Duties and Responsibilities Process and balance daily ACH activity, including direct deposits, allotments, and electronic transactions. Verify posting accuracy and research and resolve discrepancies in a timely manner. Record, reconcile, and balance unprocessed items. Process overdraft notices and stop payment requests. Coordinate payroll deduction activity with employer payroll contacts, including new member setup, corrections, updates, and changes. Assist members with questions and problem resolution related to EFT and ACH transactions. Process ACH rejections, pre-notifications, stop payments, and related maintenance items. Utilize credit union systems, procedures, and reporting tools to generate correspondence, reports, and documentation. Assist members with debit and credit card recovery related to theft, fraud, or loss. Answer incoming calls, provide account and product information, resolve member concerns, and direct calls as appropriate. Perform administrative and operational support duties, including research, documentation, and report preparation. Maintain communication with the CMXO regarding member concerns, complaints, trends, and unresolved issues requiring follow up. Maintain working knowledge of all applicable credit union policies, procedures, and regulations, including but not limited to the Bank Secrecy Act (BSA) and OFAC requirements. Support additional operational and member service functions as assigned. QualificationsEducation High school diploma or GED equivalent required. Experience Preferred one year of experience within a financial institution. Preferred two years of customer service or customer-facing experience. Skills and Attributes Strong communication and interpersonal skills. Ability to professionally handle sensitive member situations and resolve issues effectively. Strong attention to detail and organizational skills. Ability to multitask and work efficiently in a fast-paced environment. Comfortable learning and utilizing multiple systems and technology platforms. Commitment to teamwork, professionalism, and member service excellence.

Job Type:

Full-time Pay:

From $16.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Education:

High school or equivalent (Preferred)

Experience:

Cash Handling:

1 year (Preferred)

Banking:

1 year (Preferred)

Work Location:

In person