Contact Center Representative (Member Care Officer I)

Credit Union of Southern California•Anaheim, CA

11d•Hybrid

About The Position

Credit Union of Southern California is hiring a Contact Center Representative (Member Care Officer I) to deliver courteous, confidential, and professional telephone service and create an exceptional Member experience by matching credit union products and services to Member needs. The role serves internal and external Members through multiple channels, responds to Member inquiries, guides Members to appropriate services and resources, educates Members about credit union products and digital services, and coaches them in using technology. The position is based in Anaheim Hills, California. After demonstrating proficiency, meeting the requirements for each phase, and successfully completing training, the position offers a hybrid schedule with at least two days in the office and the remaining days working from home. New hires complete a 12-week training program, with at least eight weeks in person. Consistent attendance during the Introductory Period is a critical expectation because the onboarding program is sequenced to build knowledge, skill, confidence, and readiness. Member Care hours are Monday through Friday, 9:00 a.m. to 6:00 p.m., and Saturday, 8:15 a.m. to 1:00 p.m. Full-time availability is required Monday through Friday, 8:00 a.m. to 6:00 p.m., and for rotating Saturdays, 8:15 a.m. to 1:00 p.m. Business needs may require a varied schedule during regular business hours, including rotating Saturdays. CU SoCal describes its culture as focused on building better lives for Members, personal development, open communication, and genuine care for one another. Its C.A.R.E. 4 priorities are professional competence, positive attitude, relationship building, and eager service to others. The organization reports receiving the Gallup Exceptional Workplace Award for the third consecutive time in 2026.

Requirements

High school diploma or equivalent.
At least 1 year of Retail or Customer Service experience.
Availability Monday through Friday, 8:00 a.m. to 6:00 p.m., and for rotating Saturdays, 8:15 a.m. to 1:00 p.m.; business needs may require a varied schedule during regular business hours.
Ability to maintain positive, professional behavior and an appropriate image with Members, staff, management, and the board.
Ability to develop sales skills and cross-sell credit union products and services.
Ability to serve internal and external Members with a sense of urgency.
Ability to maintain the confidentiality of credit union and Member information and use discretion when handling confidential matters and data.
Ability to establish and maintain effective business relationships with staff in other departments.
Ability to maintain working knowledge of policies and procedures relevant to the job.
Effective communication and Member service skills.
Typing and 10-key skills.
Understanding of and compliance with BSA laws and regulations applicable to the area of responsibility.
Ability to use good judgment to set priorities and carry out duties under limited supervision.
Ability to make sound decisions by gathering facts and weighing alternative solutions.
Problem-solving skills.
Ability and availability to work a hybrid schedule as required by business operations.
Consistent attendance during the Introductory Period and participation in the 12-week training program, including at least eight weeks in person.

Nice To Haves

Associate degree or equivalent experience.
At least 3 years of experience working at a credit union or in the financial services industry.
Familiarity with Symitar or similar systems.

Responsibilities

Provide professional, efficient, friendly, and exceptional service to internal and external Members through multiple channels; determine their needs and direct them to appropriate services and resources.
Handle Member inquiries, including balance inquiries, check clearing, transfers, loan payments, CD rates and maturities, address changes, overdrafts, Auto Pay transfers, file maintenance, and statement questions or copy requests.
Maintain working knowledge of credit union products, services, and promotions, including Online Banking, Mobile Banking, Bill Pay, Payroll Deduction, ATM/Debit Card, and ACH.
Educate Members about the value of CU SoCal Membership and cross-sell financial products and services, including checking and savings accounts and digital platforms.
Deliver Member service that supports continuous improvement in Net Promoter Score and Member Satisfaction Survey results tied to the corporate scorecard.
Take ownership of each Member interaction and provide start-to-finish service.
Coach Members in the use of credit union technology.
Apply the C.A.R.E. 4 Guide expectations and Brand Communications Standards Accountability Philosophy.
Work a hybrid schedule as required by business operations.
Perform additional duties and responsibilities as assigned.