Member Service Representative I,II,III

California Coast Credit•San Diego, CA

16h•Onsite

About The Position

California Coast Credit Union takes pride in promoting financial prosperity to our members while continuously delivering stellar service! We are passionate about cultivating relationships within the educational and business communities and take a very active role in community activities. We offer beautiful surroundings and foster a positive work/life balance. Cal Coast is in tune to what's important to our valued employees. Our workplace Wellness Program provides opportunities for health, wellness and fun as does our Employee Activity Program. We boast of our employee friendly culture and our positive environment which supports recognition and rewards. Come be a part of our family! This position is accountable for providing exceptional service in a call center environment, with a focus on processing transactions, member requests and referring financial products and services. Adheres to the credit union’s policies, procedures and quality service standards.

Requirements

A high school diploma or equivalent is desired.
Member Service Representative I: 1 year of previous customer service experience.
Member Service Representative II: 1 year experience in a financial institution to include sales and service.
Member Service Representative III: 2 years experience in a financial institution plus proven successful performance in sales and service.
Excellent communication skills; sound judgment and attention to detail.
Ability to appear for work on time, follow directions from a supervisor, interact effectively with coworkers, understand and follow posted work rules and procedures, and accept constructive criticism.
Ability to operate standard business machines such as computer, printer, fax, copier and telephonic devices.
Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.
Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.
Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.
Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles.
Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.
Applies creative problem-solving to provide clarity, handle resources under one’s control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers.
Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company’s success.
Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.

Nice To Haves

Bilingual in Spanish and English is preferred, but not required.
Call Center experience preferred.
Previous experience with Microsoft Windows applications is preferred.

Responsibilities

Processes member transactions.
Performs account file maintenance, handles member issues and inquiries.
Identifies cross-selling opportunities, referring members to Member Service Center Specialist I-II.
Meets/exceeds established monthly/annual sales and service goals.
Maintains knowledge of all products and services, policies and procedures.
Follows quality service standards to ensure exceptional quality service is provided.
Addresses difficult member situations and resolves in a positive manner.
Identifies questionable or suspicious transaction activity, reporting it to management in order to protect the credit union from potential losses.
Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit union.
Assists with end of day balancing, opening and closing procedures and other side jobs as assigned.
Knowledgeable on all FSCC Policies and Procedures that are unique to a Service Center environment. This includes transaction processing and limitations, hold requirements, service standards, restrictions, etc.
Processes member transactions and requests accurately and timely.
Presents a friendly, outgoing and positive demeanor.
Ensures sales and service goals are met.
Refers members to appropriate staff for sales opportunities.
Adheres to key and dual control policies and procedures.
Adheres to security and robbery procedures.
Complies with all other policies and procedures.
Quotes deposit rates and membership eligibility.
Knowledgeable in automated services.
Provides on-line banking and bill pay support.
Back up for processing consumer loans and new accounts.