Credit Union Member Relationship Specialist II

University of Southern California • Los Angeles, CA

2d • $21 - $24 • Onsite

About The Position

USC Credit Union, located steps from USC’s University Park campus near Downtown Los Angeles, is looking for an experienced Member Relationship Specialist II for its fast-paced Call Center. This position works on-site and reports directly to the Call Center Manager and is responsible for building and fostering relationships with USCCU’s members and potential members. The Member Relationship Specialist gathers and analyzes member data at the time of each interaction to respond to inquiries and offers customized solutions using in-depth knowledge of USCCU products, services and technologies.

Requirements

• Minimum of one year experience in financial institution sales and service with a proven track record of meeting production and sales goals
• Knowledgeable in Bank Secrecy Act, OFAC, US Patriot Act, Regulation CC and funds availability, GLB and Member Financial Privacy, NCUSIF, and Truth in Savings
• Possess a high sense of urgency, attention to detail, initiative, and integrity
• Exceptional interpersonal, customer service and communication skills
• Pass a pre-employment background and credit check
• Demonstrated lending experience and knowledge of consumer loan products and services.
• Excellent interpersonal, written and oral communication skills.
• Demonstrated ability to work independently with minimal supervision and as a member of a team.
• Ability to multi-task and build relationships in sales environment.
• Demonstrated experience with office management software/tools (e.g. Google suite, Slack, Microsoft Excel).

Nice To Haves

• Bachelor's degree in related field(s)
• 3 years of customer service, sales, or retail banking experience or experience at a financial institution.
• Knowledge of various job-related regulations (e.g., Bank Secrecy Act, Regulation E, Gramm-Leach-Bliley Act).

Responsibilities

• Consistently meeting established performance standards, service standards and sales goals
• Developing and deepening member relationships by providing high-quality consultative service that identifies member needs and matches those needs with value-added USCCU products and services
• Using active, reflective, and empathic listening to triage member calls to assess member needs, and apply the proper protocol effectively and in a timely manner.
• Processing member transactions/inquires coming through telephone channel efficiently, accurately, and in a timely manner. Includes deposits and withdrawals, loan payments, new account application, lending applications, and all related documentation
• Using credit scoring, sound lending practices and solid judgment to make lending recommendations or decisions
• Ensuring compliance with all applicable laws, regulatory requirements, policies and procedures as they relate to USCCU’s products and services
• Acting, on occasion, as a backup Member Relationship Specialist at other USC CU locations/branches

Benefits

• Medical through USC Network, Blue Cross, and Kaiser
• Dental
• Vision
• Dependent Care and Health Care Flexible Spending Accounts (FSAs)
• Retirement with up to 10% employer contributions
• Tuition reimbursement
• Paid Time Off (PTO) including, up to 24 vacation days (based on tenure), 12 sick days, 9 paid holidays, 1 paid personal day, 4 paid winter recess days, paid bereavement, and paid jury duty
• Life and voluntary insurance benefits
• WorkWell Center that provides programs, resources, and services to benefits-eligible staff and their dependents, that help them thrive in all areas of work-life wellness
• Other generous perks and discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED