Senior Service Delivery Representative

SchoolsFirst Federal Credit Union•Tustin, CA

2d•$27 - $39

About The Position

We’re always looking for diverse, talented, service-oriented people to join our exceptional team. Senior Service Delivery Representative The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity. What You’ll Be Doing To serve as our Members' first channel of choice along with eServices, Chat, and Secure Message channels for their financial needs, to be there for our Members when they are unsure how to proceed, and to be there for them when other channels are unable to support their needs. Our job is to be ready and willing to consistently provide World-Class Personal Service on each and every contact. Critical problem-solving using advanced research and analysis to correct and resolve Member concerns. Provide recommendations and uncover educational opportunities that are of benefit to our Members to enhance their financial wellbeing and to our team to enhance their knowledge base. Works to de-escalate calls, take initiative, use problem solving skills and good judgement to follow through on commitments using proactive communication. Assist support queues using elevated skill set to provide guidance, set service expectations, present solutions, or technical support to teammembers in need of assistance. Through effective communication and collaboration utilizes resources and knowledge to support World-Class Personal Service for all Member interactions. Act as a trusted advisor who exercises empowerment, measures risk assessment, and demonstrates sound decision making skills to advocate at a high level for Members through partnership with other departments to resolve Member concerns. Contributes towards department projects, develops and leads service initiatives, evaluates training resources, SOPs, leads huddles sessions, and recommends content for department meetings. Ability to deliver out of the box solutions, while utilizing technical expertise to foster innovation and suggest opportunities to streamline and improve systems, resources, or create processes and functions to improve productivity and efficiency. Serve as a mentor for new teammembers by providing peer coaching, modeling the way, and effectively delivering relevant feedback that benefits the mentee. Assisting with training, completing call observations to uncover areas of opportunity and improvements to the Member experience. Cultivates a supportive and engaging environment for teammembers and represents frontline voices with management to relay feedback that best reflects our culture. Perform account transactions and requests with accuracy, ensuring Members’ needs are met by clearly answering all their questions, and seeking out assistance as needed. Maintain the confidentiality of Credit Union and Member records. Protect the security of our Members’ accounts by properly identifying Members and listening for indications of Member impersonators and/or fraudsters before conducting transactions. Navigate various technology systems, work with multiple computer screens, and adapt to evolving software and technology enhancements.

Requirements

High School Diploma or GED required
5-7 years of previous related experience required
3-5 years of experience in a service contact center required
SDR III for at least twelve months in position required
Essential communication skills include empathizing, being engaging, focused, and attentive, using reflective listening, and asking open-ended questions to build connections and be a trusted advisor
Demonstrated proficiency with MCC systems and tools
Require deep knowledge and understanding of team member workflows
Consistent participant in department mentoring program
Highly proficient communication and interpersonal skills
Proficient in relevant computer applications
Provides suggestions for streamlining department and credit union operations
Displays courtesy and sensitivity
Complies with legal and regulatory guidelines
Alerts management to questionable practices
Asks questions to clarify and verify information
Summarizes transaction clearly and concisely
Uses correct terminology

Responsibilities

Serve as our Members' first channel of choice along with eServices, Chat, and Secure Message channels for their financial needs.
Critical problem-solving using advanced research and analysis to correct and resolve Member concerns.
Provide recommendations and uncover educational opportunities that are of benefit to our Members to enhance their financial wellbeing and to our team to enhance their knowledge base.
Works to de-escalate calls, take initiative, use problem solving skills and good judgement to follow through on commitments using proactive communication.
Assist support queues using elevated skill set to provide guidance, set service expectations, present solutions, or technical support to teammembers in need of assistance.
Through effective communication and collaboration utilizes resources and knowledge to support World-Class Personal Service for all Member interactions.
Act as a trusted advisor who exercises empowerment, measures risk assessment, and demonstrates sound decision making skills to advocate at a high level for Members through partnership with other departments to resolve Member concerns.
Contributes towards department projects, develops and leads service initiatives, evaluates training resources, SOPs, leads huddles sessions, and recommends content for department meetings.
Ability to deliver out of the box solutions, while utilizing technical expertise to foster innovation and suggest opportunities to streamline and improve systems, resources, or create processes and functions to improve productivity and efficiency.
Serve as a mentor for new teammembers by providing peer coaching, modeling the way, and effectively delivering relevant feedback that benefits the mentee.
Assisting with training, completing call observations to uncover areas of opportunity and improvements to the Member experience.
Cultivates a supportive and engaging environment for teammembers and represents frontline voices with management to relay feedback that best reflects our culture.
Perform account transactions and requests with accuracy, ensuring Members’ needs are met by clearly answering all their questions, and seeking out assistance as needed.
Maintain the confidentiality of Credit Union and Member records.
Protect the security of our Members’ accounts by properly identifying Members and listening for indications of Member impersonators and/or fraudsters before conducting transactions.
Navigate various technology systems, work with multiple computer screens, and adapt to evolving software and technology enhancements.
Performs other duties as assigned
Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.