Member Service Rep I,II,III

California Coast Credit•San Diego, CA

1h•$19 - $25•Onsite

About The Position

California Coast Credit Union is hiring Member Service Representatives at levels I, II, and III to provide exceptional service in a call center environment. The position processes transactions and member requests, refers members to financial products and services, and follows credit union policies, procedures, and quality service standards. The role supports approximately 140,000 members and is expected to meet or exceed established service and sales goals, including a 4.00 overall service rating, annual loan referral and checking-account goals, and monthly earned sales incentives. At level I, the representative processes transactions, maintains account files, handles member issues and inquiries, identifies cross-selling opportunities, maintains product and policy knowledge, resolves difficult member situations, and reports suspicious activity while following BSA/AML requirements. The representative also assists with balancing, opening and closing procedures, and other assigned duties. Level II requires competence at level I and adds thorough product and policy knowledge, quoting deposit rates and membership eligibility, familiarity with automated services, and online banking and bill-pay support. Level III requires competence at level II, proven sales and service results, and serving as backup for consumer loan processing and new accounts. The role reports to the Member Service Center Assistant Manager or Member Service Center Supervisor; no employees report directly to this position. Work is primarily performed in a cubicle office setting with standard call-center background noise. Compensation is listed as $18.0000–$20.0190 per hour for MSR I, $19.0000–$22.0190 per hour for MSR II, and $20.0000–$24.6863 per hour for MSR III.

Requirements

Member Service Representative I: one year of previous customer service experience.
Member Service Representative II: one year of experience in a financial institution, including sales and service; must be competent at the Member Service Representative I level.
Member Service Representative III: two years of experience in a financial institution and proven successful performance in sales and service; must be competent at the Member Service Representative II level.
Excellent verbal and written communication skills, sound judgment, and attention to detail.
Ability to appear for work on time, follow supervisor directions and posted work rules and procedures, interact effectively with coworkers, and accept constructive criticism.
Ability to operate standard business machines, including a computer, printer, fax, copier, and telephonic devices.
Ability to tolerate periods of continuous sitting.
Demonstrates leadership, emotional intelligence, active listening, persistence, intrinsic motivation, creative problem-solving, respect for diversity, inclusion, and collaboration.

Nice To Haves

A high school diploma or equivalent is desired.
Call center experience is preferred for Member Service Representative II and III.
Previous experience with Microsoft Windows applications is preferred.

Responsibilities

Process member transactions and requests accurately and promptly.
Maintain member account files and handle member issues and inquiries.
Identify cross-selling opportunities and refer members to appropriate staff for sales opportunities.
Meet or exceed established monthly and annual sales and service goals.
Maintain knowledge of products, services, policies, and procedures.
Provide exceptional quality service and resolve difficult member situations positively.
Identify questionable or suspicious transaction activity and report it to management; complete steps required for BSA/AML compliance.
Assist with end-of-day balancing, opening and closing procedures, and other assigned side jobs.
Follow service-center-specific policies and procedures, including transaction processing and limitations, hold requirements, service standards, and restrictions.
At level II, quote deposit rates and membership eligibility, understand automated services, and support online banking and bill pay.
At level III, provide backup for processing consumer loans and opening new accounts.
Adhere to key and dual-control policies, security and robbery procedures, and other credit union policies and procedures.
Present a friendly, outgoing, and positive demeanor.
Communicate effectively and contribute to a collaborative, inclusive workplace.