Member Service Officer III Floater - San Bernardino Zone

Credit Union of Southern California•Pomona, CA

3d•$23 - $34•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 San Bernardino zone, including Covina, Fontana, Ontario, Pomona, Riverside, and Colton. The position is based at the Pomona branch and may require working at or transferring to a neighboring branch within a reasonable commuting distance. It is not transitional. In addition to providing branch coverage, the officer creates, documents, and maintains Branch Operations procedures and assists with mergers and other special assignment projects. The role provides a broad range of financial services and account support, including membership and account processing, consumer loan assistance, account administration, teller duties, and member service. The officer is expected to meet minimum sales goals, maintain strong product and operations knowledge, provide high-quality service, and help train and onboard 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, may be required based on business needs. Compensation is pay-for-performance and the stated hourly pay scale is $23.18 minimum, $28.93 midpoint, and $33.69 maximum. Actual compensation depends on geographic location, work experience, education, and skill level.

Requirements

High school diploma or equivalent.
At least 3 years of financial-institution experience in member or customer service.
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 programs, including 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

Provide staffing support across the designated San Bernardino zone and work from the Pomona branch or a neighboring branch as business needs require.
Create, document, and maintain Branch Operations procedures and 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; verify member information; counsel members on credit union policies; complete requests within appropriate time limits; process debit card requests; and audit new memberships.
Process consumer loan applications, provide general information on loan products and services, communicate loan decisions, and assist with loan document signings and DMV paperwork.
Develop member relationships by matching individual needs with appropriate savings, convenience, and lending products and services, and meet minimum sales goals.
Handle member inquiries, research and correct account errors, take ownership of issues, defuse upset members, and provide solutions.
Perform complex account administration, including complex deceased IRA account processing and complex IRA distributions.
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 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; 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.