Contact Center Member Service Representative (Hybrid)

Denver, CO (Hybrid) | Full-Time
Salary: $20.50 - $24.11/hour

Accepting applications until the position is filled

Why Work at Zing Credit Union?

At Zing, we believe in more than just banking — we believe in people helping people. That’s why we’re proud to create a workplace where employees feel supported, valued, and empowered to grow.

Growth & Development

• We promote from within and support your career goals through tuition reimbursement and ongoing on-the-job training
• Every new hire gets a strong start with a 2-week onboarding program designed to set you up for success
• Whether you're just starting out or ready for the next step, we’re here to help you build your future with us

Culture & Community

• We celebrate our team with company outings, potlucks, and festive holiday parties — plus, you’ll even get your birthday off (paid!)
• We’re big on teamwork and appreciation, and our people-first mindset shows in everything we do

Values in Action

• “People over profit” isn’t just a motto — it’s how we operate. We focus on educating and helping our members rather than upselling them
• We proudly partner with local nonprofits and organizations to give back — and employees have opportunities to volunteer and make a difference

Job Summary

As a Contact Center Member Service Representative I, you’ll support members over the phone and through digital channels while helping them navigate Zing’s products and services. This role is ideal for someone who thrives in a fast-paced environment, enjoys helping others, and can remain professional and solution-oriented under pressure.

The ideal candidate will have strong verbal and written communication skills, excellent customer service abilities, mathematical reasoning, attention to detail, and the ability to follow banking procedures and regulatory requirements accurately. You’ll assist members with account maintenance, problem resolution, and service inquiries while ensuring every interaction reflects Zing’s commitment to delivering an outstanding member experience.

In this role, you’ll work collaboratively with team members, use internal systems and resources to resolve member needs, and contribute to department goals related to service quality, compliance, professionalism, and operational efficiency. While this position does not have direct supervisory responsibilities, team members may assist with training and supporting others as needed.

Essential Responsibilities

• Provide efficient, accurate, and friendly service to members via phone and other communication channels
• Assist members with opening, closing, and maintaining accounts
• Explain products and services clearly and recommend those that meet member needs
• Troubleshoot and resolve member issues or escalate to Level II/III or management as needed
• Use internal systems and resources to assist with inquiries and maintain service accuracy
• Ensure all transactions and processes comply with regulatory guidelines and internal procedures
• Support training of new and existing staff as assigned
• Maintain high-quality service levels by managing call volume and hold times
• Perform all other duties as assigned

Performance Expectations

• Deliver excellent service that aligns with Zing’s brand and contributes to positive member reviews
• Maintain survey scores of 8 or higher
• Handle a fair share of weekly call volume and keep average hold times within targets
• Complete required compliance courses and assessments with a minimum score of 85%
• Meet department goals across professionalism, technology, compliance, attendance, security, and call handling
• Maintain reliable attendance and punctuality, limiting unplanned absences or tardiness
• Ensure building and cyber security procedures are followed
• Adhere to BSA, Red Flag, SAFE Act, and other compliance regulations
• Assist in identifying and correcting non-compliance areas as needed

Skills & Abilities

• Excellent verbal and written communication skills
• Strong listening skills and professional phone presence
• Exceptional member service and relationship-building abilities
• Strong attention to detail and organizational skills
• Basic math and accounting proficiency
• Ability to think critically and resolve problems effectively
• Ability to remain calm, professional, and solution-oriented under pressure
• Comfort working with policies, procedures, and regulatory requirements
• Ability to manage time effectively and prioritize tasks in a fast-paced environment
• High integrity, professionalism, and trustworthiness
• Ability to work independently while following structured processes

Qualifications

• High school diploma or equivalent required
• 6 months to 2 years of experience in a call-handling or professional customer service role preferred
• Ability to interpret and apply policies, procedures, and regulatory guidelines
• Competence in resolving issues, identifying solutions, and escalating appropriately

Computer & Technical Skills

• Proficient with 10-key by touch
• Strong familiarity with credit union core systems or ability to learn quickly
• Comfortable adapting to a variety of software and systems

Math & Reasoning Abilities

• Ability to perform basic calculations related to account handling
• Capable of using logic and structured thinking to identify the best solutions within policy boundaries
• Tasks are routine, but require some research or analysis to resolve complex member needs

Interpersonal & Organizational Impact

• Frequent contact with members and vendors for information exchange
• Expected to maintain professional, courteous communication
• Limited authority to make decisions affecting broader organizational goals or budgets
• Work contributes to the quality of service received by members

Independent Judgment

• Most actions are guided by set procedures and standards
• Limited discretion; choices are typically between two or three known solutions

Attendance Expectations

• Regular and prompt attendance is essential
• Excessive unplanned absences (>6/year) or tardiness/leaving early (>4/year) may impact job standing
• See Employee Handbook for full attendance policy

Work Environment & Physical Expectations

• General office or remote environment based on assignment
• Prolonged periods sitting at a desk and answering high call volumes
• Occasional bending, squatting, or lifting up to 20 lbs (e.g., moving files or records)
• Remote workers must maintain a home workspace that meets all safety, security, and ergonomic standards outlined in the Remote Work Agreement
• Reasonable accommodations are available for individuals with disabilities

Core Competencies & Performance Expectations

Success in this role is measured through effective communication, outstanding member service, attention to detail, problem-solving, mathematical reasoning, professionalism under pressure, and time management. Team members are expected to maintain high-quality service standards, meet attendance and call handling expectations, complete required training, and consistently follow all security, compliance, and regulatory requirements, including BSA, Red Flag, and SAFE Act guidelines.