Member Service Officer II

Branch Operation Hours: Monday – Friday 8:30AM to 5:30PM & Saturday 8:45AM – 1:45PM. Based upon business needs, positions may require working flexible hours, including weekends.

About the role

The Member Service Officer II is a financial advisor who provides exceptional Member experiences by identifying and matching credit union products and services to Member needs.

CU SoCal is one of the fastest growing credit unions and is more than just a place to work. It’s a place where people come before profit, a place where you can build a career that’s more than a job, and where the work you do has meaning and purpose. The CU SoCal culture fosters Building Better Lives for our Members, personal development, open communication, and genuine care for each other. We prioritize C.A.R.E. 4: professional competence, positive attitude, relationship building, and eager service to others.

In 2026, Credit Union of Southern California (CU SoCal) was once again honored with the Gallup Exceptional Workplace Award, marking our third consecutive win and ranking us among the top workplaces worldwide for outstanding employee engagement.

Responsibilities

• Processes new Memberships and additional share accounts; open Trust accounts, Organizational and DBAs.
• Counsels Members in person or by telephone regarding credit union policies; verifies Member information; completes Member requests within appropriate time limits; processes Debit Card requests.
• Perform audits on all Memberships opened.
• Processes consumer loan applications; provide general information on loan products and services and communicate consumer loan decisions.
• Assist Members with loan document signings and completing DMV paperwork.
• Develops relationships with Members by matching individual needs with the appropriate savings, convenience, and lending products/services; expected to meet minimum sales goals as defined by the credit union and department.
• Handle Member inquiries. Performs research and corrects errors as needed on Members’ accounts.
• Performs advanced account administration transactions. Has advanced IRA knowledge, including opening, routine contributions, rollover, transfers, RMD, and closing IRA accounts.
• Performs any or all of the duties of a teller. Assist Member Care Center with phone coverage.
• Provide exceptional Member service in accordance with the service standards outlined by the credit union.
• Assist Members in completing dispute forms, including but not limited to Debit card, ACH, and Visa.
• Identifies and reports any suspicious behavior or suspected fraud activity.
• Adhere to credit union policies, operational controls, and regulatory procedures to ensure the safety and security of Member and credit union assets.
• Maintain a comprehensive knowledge of all credit union products and services.
• Complete understanding and active application of the C.A.R.E. 4 Guide expectations and the Brand Communications Standards Accountability Philosophy.
• Additional duties and responsibilities, as assigned.

Requirements

• High School Diploma or equivalent.
• 2+ years' experience with a financial institution in a Member/customer service environment.

Qualifications

• Associates degree or equivalent.
• 2+ years' experience with a financial institution/credit union in a Member/customer service environment.
• Familiarity with Symitar or other similar systems.

Skills

• Proficient in all applicable MS Office programs (i.e., Word, Excel, Outlook, Teams, etc.)
• Very good verbal and written communication skills in person and over the phone including very good active listening skills.
• Very good interpersonal skills and a commitment to providing high-quality service to our Members and working as a team player.
• Ability to use strong knowledge of products, services and branch operations.
• Very good problem-solving skills.

Benefits

We offer competitive pay, great health benefits and a culture like no other.

Pay

We support Pay Transparency and are a pay-for-performance organization that benchmarks base pay to the 50th percentile of market data. Pay Scale: $21.09 / $26.24 / $30.53 an hour. Actual compensation will be based on geographical location, work experience, education and/or skill level.