Member Service Officer III Floater - San Bernardino Zone

Credit Union of Southern California•Pomona, CA

2d•Onsite

About The Position

CU SoCal is hiring a Member Service Officer III, Floater, to join the Retail Support Team. The position supports branch operations as a financial advisor and team member, primarily helping meet staffing needs throughout the designated San Bernardino zone, including Covina, Fontana, Ontario, Pomona, Riverside, and Colton. The position is based out of the Pomona branch and is not transitional. The role also supports staffing across the Los Angeles, San Bernardino, Whittier, and Orange zones, creates and maintains Branch Operations procedures, and assists with mergers and special assignment projects. The Member Service Officer provides a broad range of member and branch services, including account administration, consumer loan support, product and service guidance, teller duties, and complex IRA transactions. The role is expected to provide superior member service, meet applicable sales goals, follow operational and regulatory controls, 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. Business needs may require flexible hours, including Saturdays, and work at or transfer to a neighboring branch within a reasonable commuting distance. The role requires driving and reliable personal transportation. The stated pay scale is $23.18 minimum, $28.93 midpoint, and $33.69 maximum per hour. Actual compensation depends on geographic location, work experience, education, and skill level. CU SoCal describes itself as a fast-growing credit union that prioritizes member service, employee development, open communication, and a culture of care. It reports receiving the Gallup Exceptional Workplace Award for the third consecutive year in 2026.

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 clean Motor Vehicle Records (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.
Strong knowledge of products, services, and branch operations.
Very good problem-solving skills.
Ability to meet minimum sales goals as defined by the credit union and department.

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 San Bernardino zone and other zones as needed.
Create, document, and maintain Branch Operations procedures; assist with mergers and 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 newly opened memberships.
Process consumer loan applications, provide general information about loan products and services, and communicate consumer loan decisions.
Assist members with loan document signings and DMV paperwork.
Develop member relationships by matching their needs with appropriate savings, convenience, and lending products and services; meet minimum sales goals.
Handle member inquiries, research account issues, and correct errors as needed.
Resolve member concerns by taking ownership of issues and providing solutions.
Perform complex account administration transactions, including complex deceased IRA accounts and complex 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 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.