Member and E-Services Specialist

Company: Freedom First Credit Union
Location: Roanoke
Posted on: April 2, 2026

Job Description:

Role: Responsible for delivering exceptional member service through digital communication channels, including secure messages, email, and online account inquiries. This role ensures timely, accurate, and professional responses while maintaining a strong focus on member satisfaction. While primarily digital will also initiate outbound phone contact when additional clarity, personal assistance, or follow up is required to resolve member needs effectively. Essential Functions & Responsibilities: 50% Respond to Secured online banking messages, Unsecured messages, and emails received to the credit union support email groups in an accurate and professional manner. 20% Process member check order, loan change requests, and member follow up service events. 10% Conduct member callbacks for Outgoing Wires, Bill Pay fraud, Potential fraud, and IRA’s. 10% Work Unconfirmed Fraud report and respond accordingly. 5% Identify cross-sell opportunities and answer any questions about products and services. 5% Perform other related duties as assigned. Performance Measurements: Must comply with government and other regulations affecting the credit union industry including, but not limited to, OFAC and the Bank Secrecy Act. Meets or exceeds performance expectations as described in Essential Functions and Responsibilities. Please refer to Annual Performance Goal document for remaining Performance Measurements. Knowledge and Skills: Experience One to three years of Call Center or Customer Service related experience. Education A high school education or GED. Interpersonal Skills Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. Other Skills Skill and ability to use and operate a keyboard (typewriter), computer, calculator, fax machine, copier and telephone. Skill and ability to read and understand financial statements, contracts, applications, computer printouts, manuals and other related materials. Must have the skill and ability to use Microsoft Word and Excel. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle controls; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, or kneel. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Work Environment Work is performed indoors in an office environment with normal potential for exposure to safety and health hazards. May periodically travel to other, similar sites. The noise level in the work environment is usually moderate. This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Keywords: Freedom First Credit Union, Blacksburg , Member and E-Services Specialist, Accounting, Auditing , Roanoke, Virginia