Credit Union Member Relationship Specialist II

University of Southern California; Los Angeles (CA); On-site; USD 28,000 - 33,000; Full time

Job summary

USC Credit Union, located near Downtown Los Angeles, seeks an experienced Member Relationship Specialist II for its on-site Call Center. You will build and foster relationships with members, analyze data, and offer customized solutions using knowledge of USC CU products and services.

The ideal candidate has 1+ year in financial institution sales/service, understands lending and compliance requirements, and communicates effectively with members.

Qualifications

• Minimum 1 year of customer service, sales, or retail banking experience.
• Demonstrated lending experience and knowledge of consumer loan products and services.
• Excellent interpersonal, written and oral communication skills.
• Ability to multi-task and build relationships in a sales environment.

Responsibilities

• Consistently meeting established performance standards, service standards and sales goals.
• Developing and deepening member relationships by providing high-quality consultative service.
• Triaging member calls using active, reflective, and empathic listening to assess needs.
• Processing member transactions via telephone, including deposits, withdrawals, loan and lending applications.
• Using credit scoring and sound lending practices to make recommendations or decisions.
• Ensuring compliance with applicable laws, policies and procedures.
• Acting as a backup at other USC CU locations when needed.

Skills

Customer service

Sales

Communication

Active listening

Relationship building

Education

High school diploma or equivalent

Bachelor's degree (preferred)

Tools

Google Suite

Slack

Microsoft Excel

Job description

USC Credit Union, located steps from USC’s University Park campus near Downtown Los Angeles, is looking for an experienced Member Relationship Specialist II for its fast-paced Call Center. This position works on‑site and reports directly to the Call Center Manager and is responsible for building and fostering relationships with USCCU’s members and potential members.

The Member Relationship Specialist gathers and analyzes member data at the time of each interaction to respond to inquiries and offers customized solutions using in-depth knowledge of USCCU products, services and technologies.

Responsibilities include, but are not limited to:

• Consistently meeting established performance standards, service standards and sales goals
• Developing and deepening member relationships by providing high-quality consultative service that identifies member needs and matches those needs with value-added USCCU products and services
• Using active, reflective, and empathic listening to triage member calls to assess member needs, and apply the proper protocol effectively and in a timely manner.
• Processing member transactions/inquires coming through telephone channel efficiently, accurately, and in a timely manner. Includes deposits and withdrawals, loan payments, new account application, lending applications, and all related documentation
• Using credit scoring, sound lending practices and solid judgment to make lending recommendations or decisions
• Ensuring compliance with all applicable laws, regulatory requirements, policies and procedures as they relate to USCCU’s products and services
• Acting, on occasion, as a backup Member Relationship Specialist at other USC CU locations/branches

The ideal candidate will:

• Have a minimum of one year experience in financial institution sales and service with a proven track record of meeting production and sales goals
• Be knowledgeable in Bank Secrecy Act, OFAC, US Patriot Act, Regulation CC and funds availability, GLB and Member Financial Privacy, NCUSIF, and Truth in Savings
• Possess a high sense of urgency, attention to detail, initiative, and integrity
• Have exceptional interpersonal, customer service and communication skills
• Pass a pre-employment background and credit check

Compensation:

The hourly rate range for this position is $20.57 - $24.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Why USC Credit Union is a great place to work:

• Medical through USC Network, Blue Cross, and Kaiser: https://employees.usc.edu/medical/
• Dental: https://employees.usc.edu/dental/
• Vision: https://employees.usc.edu/vision/
• Dependent Care and Health Care Flexible Spending Accounts (FSAs): https://employees.usc.edu/fsas/
• Retirement with up to 10% employer contributions: https://employees.usc.edu/usc-retirement-savings-program/
• Tuition reimbursement: https://employees.usc.edu/tuition-benefits/
• Paid Time Off (PTO) including, up to 24 vacation days (based on tenure), 12 sick days, 9 paid holidays, 1 paid personal day, 4 paid winter recess days, paid bereavement, and paid jury duty: https://employees.usc.edu/time-off/
• Life and voluntary insurance benefits: https://employees.usc.edu/insurance-benefits/
• WorkWell Center that provides programs, resources, and services to benefits-eligible staff and their dependents, that help them thrive in all areas of work-life wellness: https://workwell.usc.edu/
• Other generous perks and discounts: https://employees.usc.edu/perks/

Minimum Education: High school or equivalent Minimum Experience: 1 year of customer service, sales, or retail banking experience. Minimum Skills: Demonstrated lending experience and knowledge of consumer loan products and services. Excellent interpersonal, written and oral communication skills. Demonstrated ability to work independently with minimal supervision and as a member of a team. Ability to multi-task and build relationships in sales environment. Demonstrated experience with office management software/tools (e.g. Google suite, Slack, Microsoft Excel).

Preferred Education: Bachelor's degree in related field(s) Preferred Experience: 3 years of customer service, sales, or retail banking experience or experience at a financial institution. Preferred Skills: Knowledge of various job-related regulations (e.g., Bank Secrecy Act, Regulation E, Gramm-Leach-Bliley Act).

USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety. Please refer to the Background Screening Policy AppendixD for specific employment screen implications for the position for which you are applying. We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at [phone], or by email at [e-mail]. Inquiries will be treated as confidential to the extent permitted by law. Notice of Non-discrimination Employment Equity Read USC’s Clery Act Annual Security Report USC is a smoke-free environment Digital Accessibility

USC is a leading private research university located in the heart of downtown Los Angeles – a global center for arts, technology and international business. As the largest private employer in the city – responsible for more than $5 billion annually in economic activity in the region – we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills. As a USC employee, you will enjoy excellent benefits and perks, and you will be a member of the Trojan Family – the faculty, staff, students and alumni who make USC a great place to work.