Job Description

Job Type Full-time Description The Member Support Specialist I (MSS) will provide a world-class, seamless experience for our credit unions. The MSS I will support all aspects of operations by acting as a front line in receiving and processing inquiries, concerns, requests and complaints through phone, chat and email. The daily functions of the job include, but are not limited to, providing account information, troubleshooting issues, processing transactions, compiling billing, handling account changes and closures and maintaining member files with precision and accuracy. This full-time position is primarily work from home and can be based out of one of our PA campuses. Candidate must reside within commuting distance of campus. This position is remote however may need to go into the office to attend mandatory meetings, required training or cultural events as needed. Middletown, PA Pittsburgh, PA Requirements The Position: The ideal candidate has strong interpersonal, communication and proficient analytical skills to research and solve problems in a fast-paced environment. We are looking for someone who is motivated to learn something new each day, is enthusiastic and enjoys helping others, is empathetic and patient, can be flexible and adapts to change easily and thrives in a team environment. Primary responsibilities include: Independently research, troubleshoot and support Zephyr, EFT, Tranzcapture and Electronic Bill Payment issues such as password resets, site navigation, creation of new users and modification or termination of existing users and browser settings. Independently research, troubleshoot and support Electronic Bill Payment (EBP) issues with subscriber bill payments including cancellation of payments for reasons such as fraud, increasing payment limits, verifying payments and obtaining check copies. Support Tranzcapture by answering credit union questions and escalating more in-depth questions to an MSS II. Provide details for corporate transactions posting to credit union accounts including ACH originator contact information when applicable. Ensure all work performed adheres to applicable regulations and complies with departmental policies, risk avoidance standards, and service level agreements. Process all member deposits, withdrawals, account transfers and large dollar outgoing wire transfers accurately and quickly to support our mission of excellent service. This includes validating minimum/maximum balances requirements are being met, holds are being placed on funds and penalties are being assessed when applicable. Correct and follow-up with members in a timely manner to advise them about errors or problems with a transaction. Process and store all new membership agreements. Open new checking and savings accounts, including sub accounts, in core and ensure all steps are followed for complete and accurate account set up. Accurately complete third-party audit requests for credit unions by validating account balances and returning to audit firms in a timely manner. Answer member calls, emails and chats in a prompt and courteous manner. Always be professional and friendly. Transfer calls to appropriate departments and staff using a consultative approach. Follow up on open issues frequently and confirm with credit union that resolution meets or exceeds their expectation and satisfaction. Seeking candidates with: Associates degree or two-year certificate and/or two years of related credit union, banking, financial, or customer service experience or equivalent combination of education and experience. Preferred experience includes knowledge of Salesforce, CRM, chat software, call center software, OSI, Zephyr, Aptys, Positive Pay, Electronic Bill Payment, cView, Microsoft Outlook, Microsoft Word, Microsoft Excel and all web browsers. Must have basic level of PC technical skills to be able to troubleshoot issues related to browsers, mobile devices, etc. Microsoft Office Suite of applications (Outlook, Office 365, Word, Excel), general internet knowledge, Power Point, web presentation software (WebEx, Zoom, etc.). Salary Range: $20 - $25 per hour Work Schedule: Monday - Friday, 10 a.m. - 6 p.m. The Benefits: Complete health benefits package (medical, prescription, dental, vision) Excellent 401(k) program Fully paid life insurance and disability benefits 11 paid holidays; 18 PTO days (PTO increases based on tenure) Tuition reimbursement Community Volunteer Leave The Company: Vizo Financial Corporate Credit Union's goal is to drive credit union success through proven EXCELLENCE, unmatched EXPERTISE and engaged PARTNERSHIPS. It is a state-chartered corporate credit union that serves CUSOs, leagues, chapters and more than 1,100 credit unions in the U.S. and Canada. Vizo Financial provides money management, payments, technology, risk management and people development solutions. Vizo Financials' story is simple, because we have only one simple goal: to help our member credit unions succeed. Join us to make a difference in the credit union movement. Stay because you are valued, respected, and cared for. Vizo Financial received the Gallup Exceptional Workplace Award in 2023 and 2024, a testament to our strong and engaging culture. Why Should You Apply? Employee-focused company Competitive salary and benefits package Professional development opportunities Don't meet every single requirement? At Vizo Financial we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience doesn't align perfectly with every qualification in the job posting, we encourage you to apply anyway. You may be just the right candidate for this or other roles. Vizo Financial Corporate CU

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