Member Services Representative - Member Engagement - (San Diego)

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. Responsibilities include 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/or 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

Abilities

• Excellent communication, time-management, analysis, customer service, judgment, cross-selling, teamwork, planning, and problem-solving skills.

Knowledge, Education, Certifications, and Licenses

• 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.

Experience

• Two to four years of progressively responsible experience in a call center environment as a lead to gain the knowledge, skills, and abilities to handle all aspects of the position.

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.