Service Delivery Representative III

SchoolsFirst Federal Credit Union•Tustin, CA

3d•$25 - $36

About The Position

The Service Delivery Representative III serves as the primary point of contact for members' financial needs, complementing eServices, Chat, and Secure Message channels. This role is crucial for assisting members when they are unsure how to proceed or when other channels cannot provide the necessary support. The core function is to consistently deliver World-Class Personal Service on every interaction. This involves handling member inquiries by utilizing knowledge of various products, services, processes, procedures, and policies, navigating internal support systems for efficient issue resolution, and collaborating with appropriate departments. The representative is expected to suggest ways for members to easily access and manage their accounts, proactively identifying opportunities to enhance convenience and ease of use by sharing the benefits of different channels. A key aspect is understanding member needs and suggesting personalized options. The role requires performing account transactions accurately, ensuring all member questions are answered, and seeking assistance when needed. Maintaining the confidentiality and security of Credit Union and Member records is paramount, including proper identification and vigilance against impersonation and fraud. The position also involves working independently while fostering strong team relationships through knowledge sharing and best practices. Navigating multiple technology systems, working with multiple computer screens, and adapting to evolving software are essential. Advanced research and problem-solving skills are needed to identify and correct member concerns, with a commitment to follow-through. In-depth knowledge of products and services is required to make beneficial recommendations, explaining them clearly along with promotions and financial education resources. The role involves effectively de-escalating calls with care, compassion, and empathy, and seeking guidance from specialty departments when necessary. Independent problem-solving, initiative, and sound judgment within prescribed limits are expected. Advocating for members by uncovering their true needs, evaluating, and proposing viable resolutions is a key responsibility. The representative will also assist with department projects, support service initiatives, create training resources, and identify opportunities for process improvements. Serving as a mentor for new team members through peer coaching, feedback, and sharing best practices is also a significant part of the role.

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

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.
Provide 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.
Handle advanced knowledge of account fraud transactions.
Manage dispute and fraud card claim intake.
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.
Apply advanced knowledge of specialty products, i.e., Summer Saver, Paycheck Planner, and share certificates.
Apply advanced knowledge of retirement products.
Facilitate account vesting changes.
Verify Membership eligibility.
Demonstrate awareness of legal processes, i.e., levies, subpoenas, escheat, fiduciary accounts, etc.
Apply 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, to include troubleshooting, assisting with Zelle and other electronic money transfer systems.
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.