Member Services Lead

SkyOne Federal Credit Union•Hawthorne, CA

14h•Onsite

About The Position

Join SkyOne Federal Credit Union in Hawthorne, CA, as a Full-Time Member Services Lead and play a pivotal role in enhancing our members’ financial journeys. This onsite position offers an exciting opportunity to lead a dynamic team dedicated to delivering exceptional service and innovative financial solutions. Your contributions will directly impact our mission to improve members' lives through rewarding experiences. With a competitive hourly pay rate of $32.25 to $38.00, this role not only allows you to grow in a member-focused environment but also to lead initiatives that embody our core values of integrity, accountability, and innovation. Your leadership will inspire a culture of respect and performance, making every day at work a rewarding experience. Embrace the chance to make a meaningful difference in our members' lives through your expertise and passion. As a Full-Time Member Services Lead at SkyOne Federal Credit Union, you will play a crucial role in cultivating and enhancing member relationships through high-quality, consultative service. You will ensure compliance with the Credit Union's policies and procedures while striving to meet both individual and team performance goals. In addition to frontline support at our branches and call center, you will actively contribute to business development through outbound sales and service calls. By identifying member needs and effectively matching them with valuable SkyOne solutions, you will be instrumental in fostering a culture of excellence, accountability, and innovation within our credit union.

Requirements

Minimum of 3 years' experience in a financial services call center
Strong cross-selling and telemarketing skills
Excellent member service and telephone communication skills
Strong knowledge and understanding of financial products and services
Windows, Word, Excel, and Internet proficiency
A high degree of confidentiality
A positive, professional image within the workplace
Effective verbal and written communication skills
Solid understanding of the Credit Union’s financial goals and compliance regulations, such as BSA and OFAC
Deep knowledge of credit union products
Conflict resolution skills

Responsibilities

Cultivating and enhancing member relationships through high-quality, consultative service
Processing transactions
Updating accounts
Opening new accounts
Managing new loan applications
Diligently addressing all member inquiries about our diverse range of products and services
Ensuring compliance with the Credit Union's policies and procedures
Striving to meet both individual and team performance goals
Actively contributing to business development through outbound sales and service calls
Identifying member needs and effectively matching them with valuable SkyOne solutions
Answering incoming calls and addressing member inquiries in a professional and timely manner
Proactive engagement in promoting a "service and sales" culture
Assessing members' financial needs and tailoring products accordingly
Effectively addressing escalated issues
Mentoring new hires
Providing feedback for quality assurance
Working independently while collaborating with other departments to ensure seamless processing of member requests and transactions