Remote Information Center Member Service Specialist I – Customer Experience Champion for DCU Credit Union (Full‑Time, Flexible Schedule, $18.86/hr)
Welcome to DCU – A Leader in Member‑Focused Financial Services
At DCU (Digital Credit Union), we are more than just a credit union; we are a community of over one million members spanning all 50 states. Headquartered in New England, DCU has become the largest credit union in the region, driven by a mission to deliver financial solutions that improve the lives of our members. Our 1,900‑plus team members share a common passion for service excellence, innovation, and a work environment that supports both personal and professional growth.
As we continue to expand our digital footprint, we are looking for enthusiastic, customer‑centric individuals who thrive in a remote work setting. If you’re motivated by helping people, enjoy solving problems across multiple communication channels, and are eager to build a rewarding career with a forward‑thinking organization, you’ve come to the right place.
Position Overview – Remote Information Center Member Service Specialist I
This full‑time, work‑from‑home role is designed for individuals who are eager to deliver top‑tier service to both internal and external DCU members. You will be the first point of contact for members seeking assistance via phone, email, web chat, or social media. Your day‑to‑day responsibilities will blend transactional processing with relationship building, ensuring that each member’s experience is seamless, informative, and aligned with DCU’s high standards of service excellence.
Key Details at a Glance
- Company: DCU (Digital Credit Union)
- Job Title: Remote Information Center Member Service Specialist I
- Employment Type: Full‑time, remote
- Schedule: Monday‑Friday 8:45 AM – 5:45 PM with a weekday day‑off and Saturday 8:00 AM – 4:30 PM
- Compensation: $18.86 per hour (competitive and commensurate with experience)
- Start Date: Immediate openings – apply today!
Core Responsibilities – What You’ll Do Every Day
As an Information Center Member Service Specialist I, you will embody DCU’s commitment to Service Excellence. Your daily activities will include, but are not limited to:
- Provide prompt, courteous, and accurate assistance to members across phone, email, web chat, and social media platforms.
- Maintain high‑quality service metrics, including Available Time, Schedule Adherence, AUX time, and After Call Work (ACW) in accordance with the Service Excellence Scorecard.
- Accurately process member transactions, account updates, and routine requests while ensuring compliance with DCU policies and regulatory requirements.
- Identify member needs through active listening and problem‑solving, and cross‑sell relevant DCU products and services that add value to the member’s financial journey.
- Build trusting relationships with both new and existing members, recognizing referral opportunities and following through on qualified referrals.
- Collaborate closely with Team Leaders, Managers, and peers, embracing constructive coaching and performance‑development conversations.
- Participate in continuous‑improvement initiatives by offering suggestions that streamline operations within the Information Center and across other DCU departments.
- Maintain up‑to‑date knowledge of all DCU products, services, policies, and industry trends to confidently answer member inquiries.
- Foster a supportive team environment, strengthening connections between the Information Center and other support functions such as underwriting, fraud prevention, and technology.
- Complete additional job‑related tasks as assigned by supervisors, demonstrating flexibility and a willingness to go the extra mile.
Essential Qualifications – What You Need to Succeed
- Education: High school diploma or equivalent; additional coursework in finance, communications, or related fields is a plus.
- Experience: Minimum 6 months of experience in a call‑center, banking, or retail customer‑service environment.
- Interpersonal Skills: Strong verbal and written communication abilities coupled with a genuine desire to help members.
- Technical Proficiency: Comfortable navigating PC applications, CRM software, and multi‑channel communication tools.
- Multitasking Ability: Proven capacity to manage several member interactions simultaneously while maintaining accuracy.
- Language Skills: English fluency required; Spanish speaking ability considered an asset.
Preferred Attributes – Going Above & Beyond
- Previous experience in a credit‑union or financial‑services environment.
- Demonstrated success in meeting or exceeding sales or referral targets.
- Familiarity with regulatory standards such as the Fair Credit Reporting Act (FCRA) and the Gramm‑Leach‑Bliley Act (GLBA).
- Certification or training in conflict resolution, de‑escalation, or customer‑experience management.
- Proven track record of contributing to process‑improvement projects.
Key Skills & Competencies – The DNA of a Top Performer
- Active Listening: Ability to fully understand member concerns before responding.
- Problem Solving: Quick identification of root causes and delivery of effective solutions.
- Empathy: Genuine care for members’ situations, fostering trust and loyalty.
- Attention to Detail: Precision in data entry, transaction processing, and documentation.
- Time Management: Efficient handling of high‑volume workloads while meeting performance targets.
- Team Collaboration: Positive contribution to a cohesive, supportive remote team environment.
- Adaptability: Willingness to learn new tools, policies, and procedures as DCU evolves.
- Digital Literacy: Confidence using web‑based chat platforms, social media monitoring tools, and knowledge bases.
Career Growth & Learning Opportunities
DCU invests heavily in the professional development of its employees. As an Information Center Member Service Specialist I, you will have access to:
- Structured onboarding and mentorship programs that pair you with seasoned team members.
- Continuous training modules covering product knowledge, compliance, advanced communication techniques, and sales strategies.
- Opportunities to earn internal certifications that can accelerate promotion into senior service roles, quality‑assurance positions, or specialized areas such as fraud analysis or member‑experience design.
- Regular performance reviews that provide clear pathways for advancement, including potential transition to a “Member Service Specialist II” or “Team Lead” role.
- Tuition‑reimbursement options for relevant college courses or industry‑recognized certifications.
Work Environment & Culture – Why DCU Stands Out
Even though this position is remote, you will remain an integral part of DCU’s vibrant community. Our culture is built on three foundational pillars:
- Member‑First Mindset: Every decision, product, and interaction is designed to enhance member wellbeing.
- Collaborative Spirit: We foster open communication across all levels, encouraging ideas from frontline staff to senior leadership.
- Work‑Life Balance: Flexible scheduling, generous paid time off, and a supportive remote‑work policy ensure you can thrive both at home and in your career.
DCU also celebrates diversity and inclusion. We are proud to be an Equal Opportunity Employer that values the unique perspectives each employee brings. Our commitment to equity means that all team members receive fair treatment, access to development resources, and a respectful workplace.
Compensation, Perks & Benefits – A Comprehensive Package
While the base hourly wage of $18.86 reflects a competitive entry point, DCU offers a robust suite of additional benefits designed to support your overall wellbeing:
- Health & Wellness: Medical, dental, and vision plans with company contributions.
- Financial Security: 401(k) retirement plan with matching contributions, employee stock purchase options, and life insurance coverage.
- Paid Time Off: Generous vacation accruals, sick leave, and personal days, plus holiday pay.
- Learning Stipends: Access to online courses, webinars, and industry conferences.
- Remote‑Work Support: Stipends for home‑office equipment, high‑speed internet, and ergonomic accessories.
- Employee Assistance Program (EAP): Confidential counseling, legal resources, and financial planning services.
- Recognition Programs: Quarterly awards, peer‑to‑peer recognition, and performance bonuses tied to service metrics.
How to Apply – Take the Next Step Toward an Exciting Career
If you are ready to bring your passion for service, problem‑solving talent, and commitment to excellence to a thriving, member‑focused organization, we want to hear from you. Apply now by clicking the link below, and let’s build the future of financial services together.
Equal Opportunity & Accessibility Statement
DCU embraces diversity and is committed to creating an inclusive environment for all employees. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. If you require a reasonable accommodation to participate in the hiring process, please email [email protected] with details of your request.
Join DCU Today – Your Journey Begins Here!
Don’t miss this chance to become part of a forward‑thinking, member‑centric organization where your contributions truly make a difference. Submit your application now and take the first step toward a rewarding career with DCU.
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