Member Service Officer III Floater - Whittier Zone

Credit Union of Southern California•Whittier, 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 helps meet staffing needs across the designated Whittier zone, which includes City of Industry, La Habra, Norwalk, and three Whittier locations: Greenleaf, La Serna, and Marketplace. The position is based at the Whittier Greenleaf branch and is not transitional. It also contributes to creating, documenting, and maintaining Branch Operations procedures and assists with mergers and other special assignment projects. The position provides member service and branch transaction support, including account administration, consumer loan assistance, product guidance, teller duties, and fraud awareness. It also trains and onboards 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. Based on business needs, flexible hours may be required, including Saturdays, as well as work at or transfer to a neighboring branch within a reasonable commuting distance. The role requires driving and reliable personal transportation.

Requirements

High school diploma or equivalent.
At least 3 years of financial-institution experience in member or customer service.
Valid California driver's license in good standing, not actively suspended, revoked, or restricted.
Reliable personal transportation; public transportation and ridesharing do not satisfy 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, such as Word, Excel, Outlook, and Teams.
Very good verbal and written communication skills, including in-person and telephone communication and active listening.
Very good interpersonal skills, commitment to high-quality member service, and ability to work as a team player.
Ability to apply 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 financial-institution experience in member or customer service.
Working experience in a financial or credit union environment.

Responsibilities

Assist with staffing needs across the designated Whittier zone and support branch operations.
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.
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.
Audit all memberships opened.
Process consumer loan applications, provide general information about loan products and services, and communicate consumer loan decisions.
Assist members with loan document signings and completing DMV paperwork.
Develop member relationships by matching individual needs with appropriate savings, convenience, and lending products and services; meet minimum sales goals set by the credit union and department.
Handle member inquiries, research account issues, and correct errors as needed.
Resolve concerns from upset members by taking ownership of issues and providing account-related solutions.
Perform complex account administration transactions and process complex deceased IRA accounts and IRA distributions using advanced IRA knowledge.
Perform any or all teller duties.
Serve as a Notary Public, become certified to assist members with Medallion requests, and process Signature Guarantee requests.
Provide superior member service and regularly exceed service standards.
Help members complete 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 protect 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.