Member Service Officer III 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 III, Floater, for its Retail Support Team. The role supports branch operations as a financial advisor and provides staffing coverage across designated zones. The primary responsibility is to meet staffing needs throughout the Los Angeles zone, including Alhambra, El Monte, Gardena, Pasadena, and the San Vicente, Main, and Spring Los Angeles locations. The position is based at the El Monte branch and is not transitional. Other work includes creating, documenting, and maintaining Branch Operations procedures and assisting with mergers and special assignment projects. The position provides member service and financial guidance, handles complex account and IRA transactions, processes memberships and consumer loan applications, and supports teller duties. It also involves building member relationships and meeting minimum sales goals, maintaining operational and regulatory controls, and training new Member Service Representatives. 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. Flexible hours, including Saturdays, and work at or transfer to a neighboring branch within a reasonable commuting distance may be required based on business needs. The role requires driving between locations and reliable personal transportation. CU SoCal describes itself as a fast-growing credit union that prioritizes member service, personal development, open communication, and employee care. The organization reports receiving the Gallup Exceptional Workplace Award for the third consecutive year in 2026. It offers competitive pay and health benefits and identifies its service principles as C.A.R.E. 4: professional competence, positive attitude, relationship building, and eager service to others.

Requirements

High school diploma or equivalent.
At least 3 years of member/customer service experience with a financial institution.
Valid California driver’s license in good standing, not actively suspended, revoked, or restricted.
Reliable personal transportation; public transportation and ridesharing do not meet this requirement.
Maintain state liability auto insurance coverage of at least 30/60/15 on the vehicle used for work.
Maintain a clean Motor Vehicle Record (MVR).
Proficiency in applicable Microsoft Office programs, including Word, Excel, Outlook, and Teams.
Very good verbal and written communication skills, in person and over the phone, including active listening.
Very good interpersonal skills, commitment to high-quality member service, and ability to work as a team player.
Strong knowledge of products, services, and branch operations.
Very good problem-solving skills.

Nice To Haves

Associate degree or equivalent experience.
At least 5 years of member/customer service experience with a financial institution.
Working experience in a financial or credit union environment.

Responsibilities

Provide staffing support to branches across the designated Los Angeles zone and other zones as needed.
Create, document, and maintain Branch Operations procedures.
Assist with mergers and other special assignment projects.
Process new memberships and additional share accounts, and open and close Estate Trust accounts.
Review Power of Attorney, Trust, and Business account documents for accuracy.
Advise members about credit union policies, verify member information, complete requests within appropriate time limits, and process debit card requests.
Audit all memberships opened.
Process consumer loan applications, provide general information on loan products and services, and communicate consumer loan decisions.
Assist members with loan document signings and DMV paperwork.
Develop member relationships by matching member needs with appropriate savings, convenience, and lending products and services; meet minimum sales goals.
Handle member inquiries, research and correct account errors, and resolve member concerns by taking ownership and providing solutions.
Perform complex account administration transactions and complex IRA transactions, including deceased IRA accounts and IRA distributions.
Perform any or all teller duties.
Serve as a Notary Public, become certified to assist with Medallion requests, and process Signature Guarantee requests.
Provide superior member service and regularly exceed 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.
Follow credit union policies, operational controls, and regulatory procedures to safeguard member and credit union assets.
Maintain comprehensive knowledge of credit union products and services.
Train and onboard new Member Service Representatives.
Apply the C.A.R.E. 4 Guide expectations and Brand Communications Standards Accountability Philosophy.
Perform additional duties and responsibilities as assigned.