Member Services Representative - Member Engagement - (Glendale)

About the Role

The Member Services Representative – Member Engagement is responsible for receiving incoming calls promptly, professionally, and politely, providing high-quality service to California Credit Union members. This role involves assisting members with their accounts, responding to product, operations, and policy inquiries, and resolving account concerns and complaints accurately, timely, and with integrity.

Responsibilities

• Provide prompt and accurate information to members regarding accounts, Credit Union products, services, and promotions.
• Offer and cross-sell Credit Union products and services to meet member needs.
• Effectively respond to members’ questions and concerns.
• Adhere to and follow all procedures, including wire transfers, check orders, ATM & Debit Card processing, lost/stolen cashier’s checks, share, and loan accounts.
• Maintain a working knowledge and understanding of all audit and compliance regulations.
• Perform other duties as assigned.
• Comply with BSA (Bank Secrecy Act) requirements as commensurate with the position.

Requirements

• Two to four years of progressively responsible experience in a call center environment, preferably as a lead, to gain the necessary knowledge, skills, and abilities.
• Strong technical knowledge of all call center service duties, including policies, procedures, member transactions, and system applications.
• General understanding of human resources policies and procedures.
• College coursework desired.

Skills

• Excellent communication, time-management, and analytical skills.
• Strong customer service, judgment, and problem-solving abilities.
• Ability to cross-sell and work effectively in a team environment.
• Planning and organizational skills.

Working Conditions

Work is performed in a general office environment. This position does not require significant physical efforts. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.