Member Service Officer I, Floater - Los Angeles Zone

Credit Union of Southern California•El Monte, CA

2d•Onsite

About The Position

CU SoCal is hiring a Member Service Officer I, Floater for its Retail Support Team. The role serves as a financial advisor and supports Branch Operations wherever coverage is needed, primarily meeting staffing needs throughout the designated Los Angeles zone. The zone includes Alhambra, El Monte, Gardena, Pasadena, and three Los Angeles locations: San Vicente, Main, and Spring. The position is based at the El Monte branch and may be reassigned to a regular branch position within the zone as positions become available. Business hours are Monday through Friday, 8:30 a.m. to 5:30 p.m., and Saturday, 8:30 a.m. to 1:30 p.m. Based on business needs, the role may require flexible hours, including Saturdays, and working at or transferring to a neighboring branch within a reasonable commuting distance. The Member Service Officer provides high-quality member service through account transactions, product and service guidance, consumer loan support, and account research. The role is expected to meet minimum sales goals, follow credit union policies and regulatory procedures, and uphold the C.A.R.E. 4 Guide expectations and Brand Communications Standards Accountability Philosophy.

Requirements

High school diploma or equivalent.
At least 6 months of cash-handling experience in the retail or service industry.
At least 1 year of member or customer service experience.
Hold a valid California state driver's license in good standing that is not actively suspended, revoked, or restricted.
Have reliable personal transportation; public transportation and ridesharing do not satisfy this requirement.
Maintain state liability auto insurance coverage with minimum limits of 30/60/15 on the vehicle used for work.
Maintain a clean motor vehicle record.
Proficiency in applicable Microsoft Office applications, including Outlook, Teams, Word, and Excel.
Good verbal and written communication skills in person and over the phone, including active listening.
Good interpersonal skills, a commitment to high-quality member service, and the ability to work as a team player.
Ability to use strong knowledge of products, services, and branch operations.
Good problem-solving skills.

Nice To Haves

Associate degree or equivalent experience.
At least 3 years of experience in a member or customer service environment.
Working experience in a financial or credit union environment.
Familiarity with Symitar or similar banking systems.
Fluency in English and Spanish to serve Spanish-speaking members conducting banking business.

Responsibilities

Process new memberships, additional share accounts, certificates, and debit card requests.
Counsel members in person or by telephone about credit union policies, verify member information, and complete member requests within appropriate time limits.
Process consumer loan applications, provide general information about loan products and services, and communicate consumer loan decisions.
Develop member relationships by matching individual needs with appropriate savings, convenience, and lending products and services; meet minimum sales goals defined by the credit union and department.
Handle member inquiries.
Research member accounts and correct errors as needed.
Perform basic account administration transactions.
Apply basic IRA knowledge, including opening, routine contributions, and closing IRA accounts.
Perform any or all teller duties.
Assist members with completing dispute forms, including debit card, ACH, and Visa disputes.
Identify and report suspicious behavior or suspected fraud activity.
Follow credit union service standards, policies, operational controls, and regulatory procedures to safeguard member and credit union assets.
Maintain comprehensive knowledge of credit union products and services.
Understand and actively apply the C.A.R.E. 4 Guide expectations and Brand Communications Standards Accountability Philosophy.
Perform additional duties and responsibilities as assigned.