Member Service Center Representative (Call Center)

Redwood Credit Union•Napa, CA

1d•Onsite

About The Position

Redwood Credit Union is looking for a Part Time (24 to 25 hours per week) Member Service Center Representative, who will perform routine and specialized telephone requests and back-office work associated with the Member Service Center in processing Member transactions. The role involves answering telephones, completing phone transactions accurately and efficiently, disseminating and providing education of lending, CUSO and membership information to callers, and ensuring problem ownership by researching Member problems, complaints and questions. The representative will also provide basic level technical support of online and Mobile banking platforms and deliver excellent Member service by implementing Credit Union policy and departmental procedures and following RCU service philosophy and standards. Additionally, the role requires attaining individual and departmental goals, cross-selling Credit Union products and services, and demonstrating efficiency by maintaining professional control of member conversation and following accurate procedures. Support tasks include posting and balancing daily work, maintaining proper documentation, utilizing online manuals and knowledge repositories, completing departmental and back-office tasks, compiling data for reports, maintaining files, posting records, making and checking routine calculations, performing all functions in a security-conscious manner, and attending department meetings. Redwood Credit Union is a not-for-profit financial institution committed to a people-first approach, fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, and excellence.

Requirements

Knowledge of modern office methods, practices and procedures.
Skill in the operation of a personal computer with Internet and Intranet access in a Windows environment.
Demonstrated Member service skills.
Ability to cross-sell products and services to meet Member needs.
Ability to make mathematical computations.
Ability to type 40 words per minute.
Ability to communicate effectively both verbally and in writing.
Ability to establish and maintain effective working relationships with a diverse group of people.
Ability to work a rotating schedule which will include working on Saturdays.
Combination of education and experience equivalent to a high school diploma or closely related field.
Minimum of two years of call center, retail or clerical experience in a customer service environment.

Responsibilities

Answer the telephone within established performance and service guidelines.
Complete phone transactions accurately and efficiently.
Disseminate and provide education of lending, CUSO and membership information to callers.
Ensure problem ownership in an effort to protect the Member experience by researching Member problems, complaints and questions. Responding with thorough, and accurate information through oral and/ or written communication, or by directing them to the appropriate department or person for assistance.
Provide basic level technical support of our online and Mobile banking platforms.
Deliver excellent Member service by implementing Credit Union policy and departmental procedures and following RCU service philosophy and standards.
Attain individual and departmental goals and objectives as established in the MSC performance standards.
Cross-sells Credit Union products and services.
Demonstrate efficiency by maintaining professional control of member conversation, and follow accurate procedures.
Post and balance daily work and maintain proper documentation.
Utilize online manuals and knowledge repository as a resource.
Complete departmental and back-office tasks as assigned including typing routine letters and/or documents.
Compile data and complete work related to departmental reports.
Maintain files, post records, make and check routine calculations.
Perform all functions in a security conscientious manner.
Attend department meetings and contribute information as is appropriate.

Benefits

Competitive medical, dental, and vision insurance, mental health offerings
Employee performance incentive plan
Salary Advancement– Merit increase based on performance
401(k) program with employer match
Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!
RCU employees are eligible for a .75% discount off RCU standard collateral auto loans
RCU employees are eligible for a 1% discount on all recreational or boat loan products
2% discount off Visas and LOC Loans through RCU
0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.
0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.
0% interest on garment, fitness, or home office equipment loan of up to $500
100% financing for employee purchased homes!