Member Experience Specialist

General Summary

Intermediate level position responsible for delivering excellent member experiences by responding to member inquires in a courteous, professional, and highly accurate manner. Builds high value member relationships by actively listening and engaging with members to discover needs and provide positive solutions. Exemplifies the values of our Credit Union, building trust, one member at a time.

Position Duties & Functions

• Affirms member needs and provides information on Credit Union membership, products and services, and other pertinent Credit Union information.
• Handles complex member requests and works in multiple workgroups, including Lending, ATM/Debit Card, Online/Mobile Banking, Foreign Currency, Wires, and Outbound Service Calls.
• Processes all financial and account maintenance transactions performed by the Call Center such as fee reversals, transfers, check disbursements, loan payments, address and contact information updates, check orders, stop payments, overdraft protection options, and automatic payment solutions.
• Proactively engages member interest in Credit Union products and services.
• Demonstrates a strong working knowledge and creates the opportunity to make referrals or open additional accounts, products, or services.
• Identifies member needs by deepening relationships and promotes new and additional products and services to enhance members’ financial satisfaction.
• Identifies growth opportunities and uses effective follow up to adhere to both individual and virtual growth targets as assigned.
• Educates members regarding how to reach financial goals, complex procedures, and self-serve options.
• Trouble-shoots and resolves member issues within assigned authority, using resources available to ensure service level agreements are met. Escalates concerns when necessary to appropriate individuals in a timely manner, serving as the member advocate.
• Identifies trends and system issues impacting members and reports to appropriate lines of business and management.
• Adheres to security and confidentiality protocols, operational procedures, and best practice guidelines.
• Documents member interactions accurately and clearly in our Customer Relationship Management system.
• Completes required security and regulatory online training modules.
• Stays current with emails, knowledgebase, and Intranet content.
• Trains other agents and assists with answering questions on Zoom.

Position Requirements

• EXPERIENCE and EDUCATION: 2 to 5 years’ call center experience. High school diploma, GED, or equivalent. Equivalent combination of education and experience may substitute for stated qualifications.
• KNOWLEDGE And SKILLS: Ability to write and speak effectively in English using correct spelling and grammar. Ability to actively listen to fully capture needs and match sense of urgency. Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key. Maintains complete confidentiality of member, employee, and Credit Union information. A high percentage of attendance is an essential function of this position. Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, Excel, and Zoom. Moderate keyboard skills at 40 wpm. Familiar with Customer Relationship Management (CRM) and document storage systems.

COMPETENCIES

• Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems. Initiative and self-direction. Ability to effectively communicate and collaborate with people at all levels. Sound problem-solving and decision-making ability, including the ability to prioritize. Ability to understand and align with our core competencies through daily projects and tasks: Growth Mindset, Diversity & Inclusion, Communication, Change Ready, Leadership, Responsibility, Problem Solving, Tech & Data Savvy, CU Business Acumen.

PHYSICAL DEMANDS

• Work involves extensive use of computers, up to eight hours per day. Appropriate vision, dexterity, and other physical abilities are required. May include occasional pushing, pulling, or carrying objects weighing up to 20 pounds. Must be able to speak and present on the telephone and/or through digital means of communication, including but not limited to Zoom/Teams/or other video technologies.

Salary And Benefits

• Salary is based on qualifications and geographical location (Zone).
• Benefit information can be located on our Careers page here: https://www.chevronfcu.org/about-us/careers.
• Zone 1: $20.20 - $27.78
• Zone 2: $18.38 - $25.28
• Zone 3: $16.97 - $23.33
• Zone 4: $16.16 - $22.22

Position Participation

• This position participates in the Virtual Center Incentive Plan. Incentives are paid quarterly and are based on individual member survey performance, service metrics (including Average Speed of Answer), individual sales production, and new money growth metrics. Sales incentives are paid per product point earned in accordance with plan tiers. Incentive earnings vary based on performance and are discretionary in accordance with plan terms.

Equal Employment Opportunity Statement

Chevron Federal Credit Union (CFCU) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status. CFCU participates in E-Verify. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 800-232-8101 for assistance. CFCU Is CPRA Compliant for California Employees and Applicants, to review the Notice at Collection, click here. To submit a request, please refer to the Careers page for the CPRA Request Form.