Overview

Job Description Job Description Contact Center Member Service Representative (Hybrid) Denver, CO (Hybrid) Full-TimeSalary: $20.50 - $24.11/hour Monday-Friday & Alternating Saturday's Work Hours: 9:00AM-5:30PM (Monday-Friday), 9:00AM-1:00PM (Saturday's) 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 trainingEvery new hire gets a strong start with a 2-week onboarding program designed to set you up for successWhether you're just starting out or ready for the next step, we're here to help you build your future with usCulture & 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 doValues 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 themWe 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 channelsAssist members with opening, closing, and maintaining accountsExplain products and services clearly and recommend those that meet member needsTroubleshoot and resolve member issues or escalate to Level II/III or management as neededUse internal systems and resources to assist with inquiries and maintain service accuracyEnsure all transactions and processes comply with regulatory guidelines and internal proceduresSupport training of new and existing staff as assignedMaintain high-quality service levels by managing call volume and hold timesPerform all other duties as assigned Performance Expectations Deliver excellent service that aligns with Zing's brand and contributes to positive member reviewsMaintain survey scores of 8 or higherHandle a fair share of weekly call volume and keep average hold times within targetsComplete required compliance courses and assessments with a minimum score of 85%Meet department goals across professionalism, technology, compliance, attendance, security, and call handlingMaintain reliable attendance and punctuality, limiting unplanned absences or tardinessEnsure building and cyber security procedures are followedAdhere to BSA, Red Flag, SAFE Act, and other compliance regulationsAssist in identifying and correcting non-compliance are