Service Delivery Representative III

SchoolsFirst Federal Credit Union•Tustin, CA

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 advanced research on Member accounts with problem-solving to identify and correct Member concerns with following-through to resolution. In-depth knowledge of our products and services to make recommendations which may be of benefit to our Members. Explain benefits in a manner that supports Member understanding and includes promotions and financial education resources. Effectively de-escalate calls using care, compassion, and empathy to provide options and seek guidance from specialty departments or advanced support. Works independently to problem solve, take initiative, use good judgement for decision making within prescribed limits. Advocate for Members with an ability to uncover and understand the true need being expressed, to evaluate and propose viable resolution. Assist with department projects, support service initiatives, creating training resources, and provide improvement opportunities for processes or functions. Serve as a mentor for new teammembers by providing peer coaching and beneficial feedback, sharing best practices, assisting with training, modeling the way, and actively recognizing others. Areas of Responsibility: Advanced knowledge of account fraud transactions Dispute and fraud card claim intake Advanced knowledge of credit card functions, interfacing with multiple complex systems. Advanced knowledge of debit card functions, interfacing with multiple complex systems. Advanced loan account maintenance and recommendations Set up and revise electronic payments Set up/revise/cancel ACH payments Advanced knowledge of specialty products, i.e., Summer Saver, Paycheck Planner, and share certificates Advanced knowledge of retirement products Facilitate account vesting changes Verify Membership eligibility Awareness of legal processes, i.e., levies, subpoenas, escheat, fiduciary accounts, etc. Advanced knowledge of NCUA share insurance coverage Provide next level support for SDR I and SDR II teammembers Ability to process international and domestic wire transfers Ability to process Secure Message correspondence Advanced technical knowledge with eServices and Chat channels, to include troubleshooting, assisting with Zelle and other electronic money transfer systems. 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
3-5 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

Responsibilities

Serve as the Members' first channel of choice for financial needs.
Handle Member inquiries by leveraging knowledge and resources about various products, services, processes, procedures, and policies.
Navigate the internal support website to provide solutions and drive calls efficiently.
Identify and collaborate with appropriate support departments to ensure timely resolution of issues.
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 which benefits are important to Members and suggest personalized options.
Perform account transactions and requests with accuracy.
Maintain the confidentiality of Credit Union and Member records.
Protect the security of Members’ accounts by properly identifying Members and listening for indications of fraud.
Work independently while fostering strong team relationships by sharing knowledge, resources, trends, and best practices.
Navigate various technology systems, work with multiple computer screens, and adapt to evolving software and technology enhancements.
Perform advanced research on Member accounts with problem-solving to identify and correct Member concerns.
Make recommendations for products and services that may benefit Members.
Explain benefits in a manner that supports Member understanding and includes promotions and financial education resources.
Effectively de-escalate calls using care, compassion, and empathy.
Problem solve, take initiative, and use good judgment for decision making within prescribed limits.
Advocate for Members by uncovering and understanding their true needs and proposing viable resolutions.
Assist with department projects, support service initiatives, creating training resources, and provide improvement opportunities.
Serve as a mentor for new teammembers by providing peer coaching and beneficial feedback.
Handle advanced knowledge of account fraud transactions.
Process dispute and fraud card claims.
Utilize advanced knowledge of credit card functions, interfacing with multiple complex systems.
Utilize advanced knowledge of debit card functions, interfacing with multiple complex systems.
Perform advanced loan account maintenance and recommendations.
Set up and revise electronic payments.
Set up/revise/cancel ACH payments.
Utilize advanced knowledge of specialty products (e.g., Summer Saver, Paycheck Planner, share certificates).
Utilize advanced knowledge of retirement products.
Facilitate account vesting changes.
Verify Membership eligibility.
Be aware of legal processes (e.g., levies, subpoenas, escheat, fiduciary accounts).
Utilize advanced knowledge of NCUA share insurance coverage.
Provide next level support for SDR I and SDR II teammembers.
Process international and domestic wire transfers.
Process Secure Message correspondence.
Utilize advanced technical knowledge with eServices and Chat channels, including troubleshooting and assisting with Zelle and other electronic money transfer systems.
Perform other duties as assigned.
Comply with regulatory compliance and assigned training requirements.