Member Service Center Representative

Redwood Credit Union • Santa Rosa, CA

4d

About The Position

Redwood Credit Union is seeking a full-time Member Service Center Representative to handle routine and specialized telephone requests and back-office work associated with the Member Service Center. The role processes Member transactions, provides information and basic technical support, and delivers service consistent with Credit Union policies, procedures, and service standards. It also includes cross-selling products and services, meeting performance goals, and completing administrative and departmental support tasks.

The ideal candidate has education and experience equivalent to a high school diploma or a closely related field, plus at least two years of call center, retail, or clerical experience in a customer service environment. The position requires a rotating schedule that includes Saturdays. Work is indoors, with most time spent sitting at a desk.

Requirements

• Knowledge of modern office methods, practices, and procedures.
• Skill operating 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 verbally and in writing.
• Ability to establish and maintain effective working relationships with a diverse group of people.
• Ability to work a rotating schedule that includes Saturdays.
• Education and experience equivalent to a high school diploma or closely related field.
• At least two years of call center, retail, or clerical experience in a customer service environment.
• Ability to talk on the phone, use a computer keyboard and calculator, and lift up to 15 pounds.
• Ability to stand, bend, stoop, sit, walk, twist, and turn.

Responsibilities

• Answer telephone calls within established performance and service guidelines.
• Complete phone transactions accurately and efficiently.
• Provide callers with information and education about lending, CUSO, and membership matters.
• Research Member problems, complaints, and questions; respond with thorough and accurate information orally or in writing, or direct Members to the appropriate department or person.
• Provide basic technical support for online and mobile banking platforms.
• Deliver excellent Member service by following Credit Union policies, departmental procedures, and RCU service philosophy and standards.
• Meet individual and departmental goals and objectives established in MSC performance standards.
• Cross-sell Credit Union products and services to meet Member needs.
• Maintain professional control of Member conversations and follow accurate procedures to work efficiently.
• Post and balance daily work and maintain proper documentation.
• Use online manuals and the knowledge repository as resources.
• Complete assigned departmental and back-office tasks, including typing routine letters and documents.
• Compile data and complete work related to departmental reports.
• Maintain files, post records, and make and check routine calculations.
• Perform all functions in a security-conscious manner.
• Attend department meetings and contribute information as appropriate.

Benefits

• Competitive medical, dental, and vision insurance, and mental health offerings.
• Employee performance incentive plan.
• Merit-based salary advancement.
• 401(k) program with employer match.
• Competitive paid time off accrual, 11 paid company holidays, and birthday off.
• Discounts on RCU collateral auto loans, recreational or boat loans, Visa and line-of-credit loans.
• Zero-interest loans for certain immigration-related expenses, naturalization expenses, and garment, fitness, or home office equipment.
• 100% financing for employee-purchased homes.

What This Job Offers

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