Member Service Officer I, Floater - San Bernardino Zone

Credit Union of Southern California•Pomona, 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 addressing staffing needs throughout the designated San Bernardino zone, including Covina, Fontana, Ontario, Pomona, and Riverside. The position is based at the Pomona branch and may be reassigned to a regular branch position within the zone as openings arise. Working at or transferring to a neighboring branch within a reasonable commuting distance may be required based on business needs. The work schedule follows business hours of Monday through Friday, 8:30 a.m. to 5:30 p.m., and Saturday, 8:30 a.m. to 1:30 p.m.; flexible hours, including Saturdays, may be required. The officer provides member service and performs a range of branch transactions, account administration, lending support, and product recommendations. The role is expected to meet minimum sales goals and comply with credit union service standards, policies, controls, and regulatory procedures. Driving is required, along with reliable personal transportation and specified California license, insurance, and motor vehicle record qualifications. CU SoCal describes its culture as focused on building better lives for members, personal development, open communication, and care for colleagues. It identifies professional competence, a positive attitude, relationship building, and eager service to others as its C.A.R.E. 4 priorities. The organization states that it offers competitive pay and health benefits and supports pay transparency. The pay scale is $19.21 minimum, $23.81 midpoint, and $27.63 maximum per hour; actual compensation depends on geographical location, work experience, education, and/or skill level.

Requirements

High school diploma or equivalent.
At least 6 months of cash-handling experience in retail or the 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 (MVR).
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 and commitment to high-quality member service and teamwork.
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 during banking business.

Responsibilities

Process new memberships, additional share accounts, and certificates.
Counsel members in person or by telephone about credit union policies, verify member information, complete requests within appropriate time limits, and process debit card requests.
Process consumer loan applications, provide general information on 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 established by the credit union and department.
Handle member inquiries.
Research and correct errors on member accounts as needed.
Perform basic account administration transactions.
Apply basic IRA knowledge to opening, routine contributions, and closing IRA accounts.
Perform any or all teller duties.
Adhere to the credit union’s service standards.
Assist members with dispute forms, including debit card, ACH, and Visa disputes.
Identify and report suspicious behavior or suspected fraud activity.
Follow credit union policies, operational controls, and regulatory procedures to protect member and credit union assets.
Maintain comprehensive knowledge of credit union products and services.
Understand and actively apply C.A.R.E. 4 Guide expectations and Brand Communications Standards Accountability Philosophy.
Perform additional duties and responsibilities as assigned.
Provide branch coverage wherever needed in the designated San Bernardino zone.