Member Service Center Asst. I,II

California Coast Credit•San Diego, CA

13h•$19 - $26•Onsite

About The Position

This position is accountable for providing exceptional service in a call center environment, with a focus on providing a variety of administrative support to the Member Service Center. Adheres to the credit union’s policies, procedures and quality service standards. The role supports approximately 140,000 credit union members and is expected to meet/exceed a 4.00 overall service rating, as well as departmental sales goals. Fulfillment goals include same-day processing of member requests, new account set ups, and mail distribution. The position also requires adherence to established procedure deadlines for certifications and BSA/AML compliance.

Requirements

Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.
Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.
Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.
Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles.
Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.
Applies creative problem-solving to provide clarity, handle resources under one’s control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers.
Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company’s success.
Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.
Excellent communication skills; sound judgment and attention to detail.
Ability to appear for work on time, follow directions from a supervisor, interact effectively with coworkers, understand and follow policies and procedures, and accept constructive criticism.
Ability to operate standard business machines such as computer, printer, fax, copier and telephonic devices.
1 year of experience performing a variety of administrative or clerical or project related responsibilities.
1 year experience in a financial institution to include proven performance sales and service.

Nice To Haves

A high school diploma or equivalent is desired.
Previous experience with Microsoft Windows applications is preferred.
Call Center experience preferred.

Responsibilities

Performs fulfillment support for member requests, account transactions and maintenance, and prepares written correspondence.
May create and maintain reports and spreadsheets, track sales contests, etc.
Sorts and distributes mail, and faxes.
Performs record keeping, copying and filing of documents.
Processes new account requests and mails information to new and existing members.
Provides staff support with station and system set up for new and existing employees.
Performs a variety of projects or assignments, determine method of research and presents recommendation.
Orders and maintains department supplies.
Schedules appointments, meetings, conferences, and department events. Prepares meeting agendas, make room reservations and records and distributes meeting minutes.
Maintains department manuals.
Performs departmental certifications.
General knowledge of products and services, policies and procedures.
Follows quality service standards to ensure exceptional quality service is provided.
Identifies questionable or suspicious transaction activity, reporting it to management in order to protect the credit union from potential losses. Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit union.
Assists with end of day balancing, opening and closing procedures and other side jobs as assigned.
Performs other relevant duties as required.
Through knowledge of all products and services, policies and procedures.
Back up to On Line Banking Specialist and Member Service Representatives.
Knowledgeable on all FSCC Policies and Procedures that are unique to a Service Center environment. This includes transaction processing and limitations, hold requirements, service standards, restrictions, etc.