Service Delivery Representative II

SchoolsFirst Federal Credit Union•Tustin, CA

12d•Onsite

About The Position

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. Handle Member inquiries by leveraging knowledge and resources about various different products, services, processes, procedures, and policies. Navigate the internal support website to provide solutions and drive calls efficiently. Identify and collaborate with the appropriate support departments to ensure timely resolution of issues. Suggest ways that our Members can easily access and manage their accounts. Proactively identify ways to help make their lives easier by sharing the benefits of different channels to increase convenience, ease of use, efficiency, or any additional assistance our Member may need. Understand which benefits are important to our Members and suggest personalized options for Members to better access and manage their accounts. Perform account transactions and requests with accuracy, ensure your 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 Work independently while fostering strong team relationships by sharing knowledge, resources, trends, and best practices with teammembers. Navigate various technology systems, work with multiple computer screens, and adapt to evolving software and technology enhancements. Perform research on account and analyze account activity to help resolve Member inquiries and following through to resolution. In-depth knowledge of our products and services to make recommendations which may be of benefit to our Members, including promotions and financial education resources. Make decisions within prescribed approval limits and seek next level assistance with requests beyond teammember limits for additional Member advocacy. Advocate for our Members and escalate issues as appropriate and work with other departments to set expectations and address Member concerns. Supports service initiatives, participates in training or huddle sessions, and suggests opportunities to streamline processes and functions. Serve as a mentor for new teammembers by providing peer coaching, sharing best practices, assisting with training, modeling the way, and actively recognizing others. Areas of Responsibility: Intermediate knowledge of account fraud transactions Dispute and fraud card claim intake Intermediate knowledge of credit card transactions Intermediate knowledge of debit card transactions Intermediate loan account maintenance Set up electronic payments Set up/revise/cancel ACH payments Ability to process international and domestic wire transfers Ability to process Secure Message correspondence Intermediate knowledge of eServices and Chat channels Intermediate knowledge of specialty products, i.e., Summer Saver, Paycheck Planner, and share certificates Intermediate knowledge of retirement products Facilitate account vesting changes Verify Membership eligibility Intermediate knowledge of NCUA share insurance coverage Additional Job Functions 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. Failure to do so may result in disciplinary and other employment related actions

Requirements

High School Diploma or GED required
1-3 years of prior related experience 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.
Listens without interrupting
Asks questions to clarify and verify information
Recaps transaction to ensure understanding
Identifies essential information
Enters information quickly
Displays expected level of accuracy
Summarizes transaction clearly and concisely
Uses correct terminology
Problem-solving skills

Nice To Haves

Intermediate knowledge of account fraud transactions
Dispute and fraud card claim intake
Intermediate knowledge of credit card transactions
Intermediate knowledge of debit card transactions
Intermediate loan account maintenance
Set up electronic payments
Set up/revise/cancel ACH payments
Ability to process international and domestic wire transfers
Ability to process Secure Message correspondence
Intermediate knowledge of eServices and Chat channels
Intermediate knowledge of specialty products, i.e., Summer Saver, Paycheck Planner, and share certificates
Intermediate knowledge of retirement products
Facilitate account vesting changes
Verify Membership eligibility
Intermediate knowledge of NCUA share insurance coverage

Responsibilities

Serve as Members' first channel of choice for financial needs via eServices, Chat, and Secure Message.
Provide World-Class Personal Service on each contact.
Handle Member inquiries by leveraging knowledge of products, services, processes, procedures, and policies.
Navigate internal support website to provide solutions and drive calls efficiently.
Identify and collaborate with support departments for timely issue resolution.
Suggest ways for Members to easily access and manage their accounts.
Proactively identify ways to make Members' lives easier by sharing benefits of different channels.
Understand Member benefits and suggest personalized options for account management.
Perform account transactions and requests with accuracy, answer questions, and seek assistance as needed.
Maintain confidentiality of Credit Union and Member records.
Protect Member account security by proper identification and monitoring for fraud.
Work independently while fostering team relationships by sharing knowledge and best practices.
Navigate technology systems, work with multiple computer screens, and adapt to evolving software.
Perform account research and analyze activity to resolve Member inquiries.
Provide in-depth knowledge of products and services to make recommendations.
Make decisions within prescribed approval limits and seek assistance for requests beyond limits.
Advocate for Members and escalate issues as appropriate.
Support service initiatives, participate in training, and suggest process improvements.
Serve as a mentor for new team members through peer coaching and sharing best practices.
Handle intermediate knowledge of account fraud transactions.
Manage dispute and fraud card claim intake.
Handle intermediate knowledge of credit card transactions.
Handle intermediate knowledge of debit card transactions.
Perform intermediate loan account maintenance.
Set up electronic payments.
Set up/revise/cancel ACH payments.
Process international and domestic wire transfers.
Process Secure Message correspondence.
Handle intermediate knowledge of eServices and Chat channels.
Handle intermediate knowledge of specialty products (e.g., Summer Saver, Paycheck Planner, share certificates).
Handle intermediate knowledge of retirement products.
Facilitate account vesting changes.
Verify Membership eligibility.
Handle intermediate knowledge of NCUA share insurance coverage.
Perform other duties as assigned.
Comply with regulatory compliance and assigned training requirements, including BSA regulations.