Sr Member Service Rep
Patelco Credit Union is a not-for-profit credit union with a purpose to build financial health and wellbeing for our members. Since 1936, Patelco has grown from $500 in assets to over $9 billion in assets and is the 7th largest credit union in California with branches throughout Northern California. We are here for our members throughout all their stages of life, offering products and services to help them plan purposefully for their futures and secure our life-long partnership as their trusted financial advocate.
About the role
As a Teller (Senior Member Service Representative) in our branches, you will have the chance to make a difference in the lives of every member you serve. You will be responsible for delivering high-quality service by assessing the members' needs while processing their transactions efficiently.
Responsibilities
- Provide excellent service to our diverse members through prompt, efficient, courteous, and professional interactions.
- Analyze members' needs while processing transactions, including cash handling, and provide education and recommendations on products and services that improve their financial health.
- Build relationships with members through effective listening, interviewing, and communication skills to determine products and services that benefit their financial well-being.
- Open accounts and submit simple loan applications for new and existing members after conducting a thorough needs assessment to determine the appropriate product(s) or service(s).
- Engage with new and existing members via follow-up activities, including outbound calls and community engagement events when appropriate.
- Partner with branch leadership to maintain operational integrity while mitigating risk, following the standards of the organization.
- Work cross-functionally across the organization to assess, handle, and follow through with complex account inquiries, transactions, or member concerns.
- Adopt new and existing tools that will enhance the member experience and consultation process.
- Exercise informed judgment as appropriate to accommodate members.
- Serve as a resource to train new and existing team members as appropriate.
- Advocate member adoption of new technology, campaigns, promotions, and digital products.
- Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union’s policies and procedures.
- Assess risk associated with your business processes and identifying control deficiencies to drive the company compliance and risk mindset and business performance.
- Other duties as assigned.
Requirements
- Minimum 1-2 years of prior customer service experience within the financial services, food industry, hospitality or retail environment required.
- Excellent verbal, written, and social communication skills.
- Ability to be professional and understanding in all interactions.
- Willingness and ability to be flexible and adapt to changing job requirements.
- Passion for providing exceptional service, integrity, and resourcefulness.
- Eagerness to learn and a drive for continuous improvement.
- Savvy with PCs, email, and proficient in all Microsoft Office suite of products.
- Some evenings and Saturdays are required.
- Minimum of a High School Diploma/GED.
- Must be willing to travel.
Pay
Target base pay: $26.00/hr.
Benefits
- Short-Term Incentive (STI) program for all regular positions.
- Exceptional medical, dental, vision, and life insurance benefits.
- Rewards for completing wellness related activities.
- Competitive compensation packages with bonus opportunity.
- 401(k) with 3% Safe Harbor and 5% employer match.
- Discounts on loan products.
- Tuition reimbursement.
- Employee Assistance Program (EAP).
- PTO for part-time and full-time positions.
- Paid holidays.
- On-the-job training and skills development.
- Internal transfer opportunities for career growth.
- Volunteer work opportunities.