About Company
MAX Credit Union is a full-service financial institution dedicated to providing exceptional value and service to its members across Alabama. For over 60 years, MAX has been committed to fostering financial well-being, offering a comprehensive suite of products from savings and checking accounts to mortgages, loans, and investment services. We pride ourselves on building lasting relationships with our members, understanding their unique needs, and empowering them to achieve their financial goals through personalized guidance and innovative solutions. As a member-owned organization, our decisions are always made with our members’ best interests at heart, creating a supportive and community-focused environment for both our members and our valued employees. Join MAX Credit Union and be part of a team that makes a real difference in people’s lives every day, helping individuals and families thrive financially.
Job Description
Are you a customer-focused individual with a passion for helping people achieve their financial dreams? Do you thrive in a dynamic, remote work environment where your communication skills and problem-solving abilities can shine? MAX Credit Union is seeking a dedicated Customer Relationship Advisor to join our Remote Service team, serving our members primarily from our Opelika, Alabama operational hub. In this pivotal role, you will be the frontline voice of MAX, providing exceptional support and guidance to our members through various digital channels, primarily phone and secure messaging. You’ll be responsible for understanding member needs, resolving inquiries, educating them on our diverse range of financial products and services, and proactively identifying opportunities to deepen their relationship with MAX. This isn’t just about answering questions; it’s about building trust, fostering loyalty, and ensuring every member feels valued and understood. You’ll manage a diverse range of member interactions, from routine account inquiries to more complex problem resolution, all while upholding MAX Credit Union’s unwavering commitment to service excellence and financial integrity. We provide comprehensive training and ongoing support to ensure your success, equipping you with the tools and knowledge to confidently serve our growing membership from the comfort of your dedicated home office. Be a crucial part of our mission to empower financial well-being from anywhere!
Key Responsibilities
- Serve as the primary point of contact for members, addressing inquiries and providing solutions via phone and secure digital channels.
- Assist members with account management, including balance inquiries, transaction history, funds transfers, and statement questions.
- Educate members on MAX Credit Union's products and services, such as checking and savings accounts, loans, mortgages, and digital banking tools.
- Proactively identify member needs and recommend suitable financial products and services that align with their goals.
- Resolve member issues and complaints efficiently and empathetically, escalating complex cases to appropriate departments when necessary.
- Maintain accurate and detailed records of member interactions and transactions in the CRM system.
- Adhere to all credit union policies, procedures, and regulatory requirements, including security and privacy protocols.
- Participate in ongoing training and development to stay current on products, services, and industry best practices.
- Contribute to a positive team environment, sharing knowledge and supporting colleagues in achieving service goals.
Required Skills
- Minimum of 1 year of experience in a customer service, call center, or financial services role.
- Exceptional verbal and written communication skills with strong active listening capabilities.
- Proven problem-solving abilities and a proactive approach to addressing member concerns.
- Proficiency in using CRM software and standard office applications (e.g., Microsoft Office Suite).
- Ability to work independently, manage time effectively, and maintain productivity in a remote work setting.
- High level of empathy, patience, and professional demeanor.
- Stable, high-speed internet connection and a dedicated home office workspace free from distractions.
- Demonstrated ability to maintain confidentiality and adhere to strict security and privacy protocols.
Preferred Qualifications
- Associate's or Bachelor's degree in Business, Finance, or a related field.
- Experience in a credit union or banking environment.
- Familiarity with financial regulations and compliance.
- Proven track record of meeting or exceeding customer service metrics and sales goals.
- Bilingual proficiency (English/Spanish).
Perks & Benefits
- Competitive salary with opportunities for performance-based incentives.
- Comprehensive medical, dental, and vision insurance coverage.
- 401(k) retirement plan with generous company match.
- Paid time off (vacation, sick leave, holidays).
- Extensive professional development and career growth opportunities.
- Employee assistance program for personal and professional support.
- Access to exclusive employee banking benefits and financial wellness programs.
- Supportive remote work culture and provision of necessary equipment (laptop, headset, etc.).
How to Apply
If you are eager to leverage your customer service expertise in a remote setting and contribute to a member-focused financial institution, we encourage you to apply! Please click on the application link below to submit your resume and cover letter directly through our careers portal. Ensure your application highlights your relevant experience and why you are a great fit for the MAX Credit Union team. We look forward to reviewing your application!