Contact Center Representative (Member Care Officer I)

Credit Union of Southern California•Anaheim, CA

12d•$21 - $23•Hybrid

About The Position

CU SoCal 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 provides service to internal and external Members through multiple channels, handles account and service inquiries, and helps Members use credit union technology and services. The position is based in Anaheim Hills, California. After demonstrating proficiency, meeting phase requirements, and successfully completing training, the employee may work a hybrid schedule with at least two days in the office and the remaining days from home. New hires complete a 12-week training program, including at least eight weeks in person; consistent attendance during the Introductory Period is a critical expectation. This is a full-time position requiring availability Monday through Friday, 8:00 a.m.–6:00 p.m., and rotating Saturdays, 8:15 a.m.–1:00 p.m. Business needs may require varied schedules during regular business hours. The stated pay range is $21.00–$23.00 per hour; actual compensation depends on geographic location, work experience, education, and skill level. CU SoCal describes itself as a pay-for-performance organization that benchmarks base pay to the 50th percentile of market data.

Requirements

High school diploma or equivalent.
At least 1 year of Retail/Customer Service experience.
Maintain positive and professional behavior and image with Members, staff, management, and the board.
Develop sales skills to cross-sell credit union products and services.
Serve external and internal Members with a sense of urgency.
Keep credit union and Member information confidential.
Establish and maintain effective business relationships with staff in other departments.
Maintain working knowledge of policies and procedures needed to perform job duties.
Effective communication and Member service skills.
Typing and 10-key skills.
Understand and comply with BSA laws and regulations applicable to the area of responsibility.
Use good judgment to set priorities and carry out duties under limited supervision.
Exercise discretion when handling confidential issues and data.
Make sound decisions by gathering facts, weighing alternative solutions, and applying problem-solving skills.
Be available to work the stated schedule, including rotating Saturdays, and a hybrid schedule as required.
Attend the 12-week training program, including a minimum of eight weeks in person; consistent attendance during the Introductory Period is expected.

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 exceptional, professional, efficient, and friendly 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, to provide consistent service.
Educate Members about the value of CU SoCal Membership and cross-sell financial products and services, including checking and savings accounts and digital platforms.
Support continuous improvement in Net Promoter Score and Member Satisfaction Survey results tied to the credit union's Corporate Scorecard.
Take ownership of Member interactions and provide start-to-finish service.
Coach Members in using 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.