Member Support Representative

General Summary

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

Essential Job Functions

• Answer calls in the general workgroup and provide information to members and potential members on Credit Union membership, products and services and other pertinent Credit Union information.
• Process basic non-cash financial transactions, such as share and loan transfers, loan payments, loan advances, fee reversals, and check disbursements.
• Process basic account maintenance transaction, including but not limited to address changes and other contact information, stop payments, wire transfers, ATM and Debit Cards, and resetting passwords.
• Send members information and forms via DocuSign.
• Handle basic internet and mobile banking requests, including but not limited to password changes, multi-layer authentication changes and bill payment inquiries.
• Generate member interest in Credit Union Products and Services, making referrals when appropriate.
• Research information to resolve member requests and concerns, working closely with supervisors and other departments. Escalate issues in a timely manner to ensure service level agreements are met.
• Track trends and system issues to ensure accurate reporting to appropriate lines of business and management.
• Adhere to security and confidentiality protocols, operational procedures, and best practice guidelines.
• Document member interactions accurately and clearly in our Customer Relationship Management system.
• Perform outbound service calls for afterhours calls and solar loan welcome calls.
• Complete required security and regulatory online training modules.
• Stay current with eMails, Knowledgebase, and Intranet content.
• Perform other duties as assigned by Call Center Manger.

Further Essential Job Functions

• Maintain complete confidentiality of member, employee, and Credit Union information.
• A high percentage of attendance is also an essential function of this position.

Qualification Requirements

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Education, Job Experience and Certification:
• 1 to 2 years’ Call Center, Teller or Retail experience required.
• High school diploma, GED or equivalent.
• Equivalent combination of education and experience may substitute for stated qualifications.
• Knowledge and Skills:
• Ability to write effectively in English using correct spelling and grammar.
• Ability to speak clearly, tactfully, and effectively in English, appropriately using empathy, courtesy, and professionalism.
• 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.
• 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), database and document storage systems.
• Personal Attributes and Aptitudes:
• Impeccably high integrity.
• Willingness to take responsibility for his/her actions and respond promptly.
• Ability to learn quickly and adapt to change; ability to quickly learn specialized applications.
• Initiative and self-direction.
• Ability to effectively communicate with people at all levels.
• Ability to work effectively with others as required by the position.
• Sound problem-solving and decision-making ability, including the ability to prioritize.
• Ability to efficiently produce a significant volume of high-quality work.

Physical Demands

• Work involves extensive use of computers, up to eight hours per day.
• Appropriate visual and dexterity abilities are required.
• May include occasional pushing, pulling, or carrying objects weighing up to 20 pounds.
• Must be able to speak on the telephone for extensive periods at a time, handling high interaction volumes.

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: $38,728 - $53,251
• Zone 2: $35,242 - $48,458
• Zone 3: $32,776 - $45,066
• Zone 4: $31,464 - $43,264

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.

CPRA Compliance

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.