Member Service Officer III Floater - Whittier Zone

Credit Union of Southern California•Whittier, CA

3d•$23 - $34•Onsite

About The Position

CU SoCal is hiring a Member Service Officer III, Floater, for the 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 the Whittier Greenleaf, La Serna, and Marketplace locations. The position is based at the Whittier Greenleaf branch and is not transitional. It also involves creating, documenting, and maintaining Branch Operations procedures and assisting with mergers and other special assignment projects. The role delivers member service through account and membership processing, consumer lending support, account administration, teller duties, and resolution of member inquiries. It also supports product and service recommendations, fraud and dispute processes, regulatory compliance, and training of 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, Saturday work, and work at or transfer to a neighboring branch within a reasonable commuting distance may be required based on business needs. Driving between locations is required. CU SoCal describes itself as a fast-growing credit union that prioritizes member service, employee development, open communication, and a culture of care. The organization states that it offers competitive pay and health benefits and supports pay transparency with a pay-for-performance approach. The listed pay scale is $23.18 minimum, $28.93 midpoint, and $33.69 maximum per hour; actual compensation depends on geography, experience, education, and skill level.

Requirements

High school diploma or equivalent.
At least 3 years of experience in member/customer service at a financial institution.
Valid California driver's license in good standing that is not actively suspended, revoked, or restricted.
Reliable personal transportation; public transportation and ridesharing do not meet this requirement.
Maintain state liability auto insurance with minimum limits of 30/60/15 on the vehicle used for work.
Maintain a clean Motor Vehicle Record.
Proficiency in applicable Microsoft Office programs, including Word, Excel, Outlook, and Teams.
Very good verbal and written communication skills, in person and by phone, including 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 experience in member/customer service at a financial institution.
Work experience in a financial institution or credit union environment.

Responsibilities

Help meet staffing needs across the designated Whittier zone and provide support to branch operations.
Create, document, and maintain Branch Operations procedures and assist with mergers and other special assignment projects.
Process new memberships and additional share accounts; open and close Estate Trust accounts; review Power of Attorney, Trust, and Business account documents; verify member information; process member requests and debit card requests; and audit memberships opened.
Process consumer loan applications, explain loan products and services, communicate loan decisions, and assist members with loan document signings and DMV paperwork.
Develop member relationships by matching individual needs with appropriate savings, convenience, and lending products and services, while meeting minimum sales goals.
Handle member inquiries, research and correct account errors, take ownership of issues, de-escalate upset members, and provide account-related solutions.
Perform complex account administration transactions, including complex deceased IRA account processing and complex IRA distributions.
Perform any or all teller duties.
Serve as a Notary Public, obtain certification to assist members 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 protect member and credit union assets, and maintain comprehensive knowledge of products and services.
Train and onboard new Member Service Representatives.
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.