Member Support Pro – Career Advancement focus

About the Company

Alaska USA Federal Credit Union is a leading financial institution dedicated to empowering our members through exceptional service and robust financial solutions. With a strong commitment to community and individual growth, we provide a supportive environment for both our members and our employees. We believe in fostering long-term relationships and helping individuals achieve their financial and career aspirations.

Job Description

We are seeking a highly motivated and empathetic Member Support Pro with a keen focus on career advancement for our members. In this vital role, you will be the primary point of contact for members seeking guidance on financial strategies that support their professional growth, career transitions, and overall financial well-being. You will go beyond transactional support to build lasting relationships, understand member goals, and proactively offer resources and solutions to help them thrive. This position requires a passion for service, excellent communication skills, and a commitment to making a tangible difference in members’ lives by connecting their financial health to their career aspirations.

Key Responsibilities

• Serve as a primary contact for members, providing exceptional service and support related to their financial and career goals.
• Proactively identify member needs and offer tailored financial products, services, and educational resources that support career advancement.
• Guide members through account inquiries, loan applications, investment opportunities, and other financial services with a focus on their long-term professional development.
• Educate members on best practices for budgeting, saving, and investing to enable career changes, skill development, or entrepreneurial ventures.
• Resolve member issues efficiently and effectively, escalating complex matters when necessary to ensure member satisfaction.
• Maintain thorough and accurate records of member interactions and solutions using CRM systems.
• Collaborate with internal teams (e.g., lending, wealth management) to provide holistic support and solutions.
• Continuously learn about new financial products, services, and career development trends to better assist members.
• Adhere to all credit union policies, procedures, and regulatory requirements.

Required Skills

• Minimum 2 years of experience in a customer service or member support role, preferably in financial services.
• Exceptional verbal and written communication skills.
• Strong interpersonal skills with an ability to build rapport and trust.
• Demonstrated empathy and a genuine desire to help others succeed.
• Proficiency in using CRM software and standard office applications.
• Excellent problem-solving and critical thinking abilities.
• Ability to work effectively in a fast-paced, team-oriented environment.

Preferred Qualifications

• Associate's or Bachelor's degree in Business, Finance, Communications, or a related field.
• Experience with career counseling, coaching, or professional development support.
• Knowledge of personal finance concepts, including budgeting, credit, savings, and investments.
• Familiarity with the local Anchorage market and community resources.

Perks & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) plan with company matching contributions.
• Paid time off (PTO) and paid holidays.
• Life and disability insurance.
• Tuition reimbursement program for career development.
• Employee assistance program (EAP).
• Opportunities for professional growth and advancement within the credit union.
• Supportive and collaborative work environment.

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