Service Delivery Representative

SchoolsFirst Federal Credit Union•Tustin, CA

1d•$20 - $29

About The Position

We’re always looking for diverse, talented, service-oriented people to join our exceptional team. 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. 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. Serve the Membership by being familiar with products and services and provide a basic level of coverage over multiple contact center queues, such as MCC Main and payments. Areas of Responsibility: Basic awareness of account fraud transactions Basic knowledge of credit card transactions Basic knowledge of debit card transactions Basic loan account maintenance Set up electronic payments Set up/revise/cancel ACH payments Basic knowledge of eService Knowledge of specialty products, Summer Saver, Paycheck Planner, share certificates

Requirements

High School Diploma or GED required
less than 1 year of previous 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.
Serve the Membership by being familiar with products and services and provide a basic level of coverage over multiple contact center queues, such as MCC Main and payments.
Basic awareness of account fraud transactions
Basic knowledge of credit card transactions
Basic knowledge of debit card transactions
Basic loan account maintenance
Set up electronic payments
Set up/revise/cancel ACH payments
Basic knowledge of eService
Knowledge of specialty products, Summer Saver, Paycheck Planner, share certificates
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