Member Service Representative

Salary Range:$17.00 To 24.12 Hourly

California Coast Credit Union takes pride in promoting financial prosperity to our members while continuously delivering stellar service! We are passionate about cultivating relationships within the educational and business communities and take a very active role in community activities.

We offer beautiful surroundings and foster a positive work/life balance. Cal Coast is in tune to what's important to our valued employees. Our workplace Wellness Program provides opportunities for health, wellness and fun as does our Employee Activity Program. We boast of our employee friendly culture and our positive environment which supports recognition and rewards. Come be a part of our family!

If you share the same interests and passions and possess the right credentials, then read on to find out more:

JOB OBJECTIVE:

This position is accountable for providing exceptional service in a call center environment, with a focus on processing transactions, member requests and referring financial products and services. Adheres to the credit union’s policies, procedures and quality service standards.

DIMENSIONS:

Service Goals: Meet/exceed a 4.00 overall service rating, as per established service standards.

Sales Expectations: Meet/exceed established monthly/annual sales goals

o Consumer/Real Estate loan referral annual goal: 700

o Earned sales incentive monthly goal: $20 minimum

o Checking accounts opened annual goal: 50

o Additional referral requirements: auto buying service, investment products, and credit union promotional products and services

o Additional sales requirements: e-statements, bill pay, and direct deposit

Member Support: Approximately 140,000 credit union members

SUPERVISORY RESPONSIBILITIES:

• This position reports directly to the Member Service Center Assistant Manager or Member Service Center Supervisor. No employees report directly to this position.

NATURE & SCOPE:

Member Service Representative I

• Processes member transactions. Performs account file maintenance, handles member issues and inquires.

• Identifies cross-selling opportunities, referring members to Member Service Center Specialist I-II.

• Meets/exceeds established monthly/annual sales and service goals.

• Maintains knowledge of all products and services, policies and procedures.

• Follows quality service standards to ensure exceptional quality service is provided.

• Addresses difficult member situations and resolves in a positive manner.

• Identifies questionable or suspicious transaction activity, reporting it to management in order to protect the credit union from potential losses. Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit union.

• Assists with end of day balancing, opening and closing procedures and other side jobs as assigned.

• FSCC - Knowledgeable on all FSCC Policies and Procedures that are unique to a Service Center environment. This includes transaction processing and limitations, hold requirements, service standards, restrictions, etc.

• Performs other relevant duties as required.

Member Service Representative II (Must be competent at the level of a Member Service Representative I), in addition:

o Thorough knowledge of all products and services, policies and procedures.

o Quotes deposit rates and membership eligibility.

o Knowledgeable in automated services.

o Provides on-line banking and bill pay support.

Member Service Representative III (Must be competent at the level of a Member Service Representative II), in addition:

o Proven sales and service goals.

o Back up for processing consumer loans and new accounts.

EDUCATION, SKILLS, & ABILITIES:

The Eight Superpowers

1. Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.

2. Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.

3. Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.

4. Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles.

5. Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.

6. Applies creative problem-solving to provide clarity, handle resources under one’s control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers.

7. Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company’s success.

8. Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.

Other Education, Skills, and Abilities

• A high school diploma or equivalent is desired.

o Member Service Representative I: 1 year of previous customer service experience.

o Member Service Representative II: 1 year experience in a financial institution to include sales and service. Call Center experience preferred.

o Member Service Representative III: 2 years experience in a financial institution plus proven successful performance in sales and service. Call Center experience preferred

• Excellent communication skills; sound judgment and attention to detail.

• Previous experience with Microsoft Windows applications is preferred.

• Ability to appear for work on time, follow directions from a supervisor, interact effectively with coworkers, understand and follow posted work rules and procedures, and accept constructive criticism.

• Ability to operate standard business machines such as computer, printer, fax, copier and telephonic devices.

MAJOR ACCOUNTABILITIES:

• Process member transactions and requests accurately and timely.

• Present a friendly, outgoing and positive demeanor.

• Ensure sales and service goals are met.

• Refer members to appropriate staff for sales opportunities.

• Adhere to key and dual control policies and procedures.

• Adhere to security and robbery procedures.

• Complies with all other policies and procedures.

PHYSICAL REQUIREMENTS:

• Excellent ability to communicate, both verbally and in writing; ability to tolerate periods

of continuous sitting.

ENVIRONMENTAL CONDITIONS:

• Work is primarily performed within a cubicle office setting. Subject to standard background noise found in a call center environment.

Member Service Representative

MSR I - $17.00-$19.65

MSR II - $17.22-$21.53

MSR III - $19.30-$24.12