Member Care Consultant - FT

Rize Credit Union; Irwindale (CA); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Rize Credit Union in Irwindale, CA is seeking a driven Member Care Consultant to deliver exceptional service for members across phone and multimedia channels. You will guide members through products and services, resolve account issues, and provide timely, friendly support.

The role emphasizes accuracy, empathy, and proactive problem solving to enhance member journeys. The position offers a hybrid work arrangement after training, with opportunities to contribute to cross-selling efforts and

Qualifications

• High school diploma or GED required.
• Two years financial services and sales experience or equivalent.
• Bilingual English/Spanish preferred.

Responsibilities

• Deliver exceptional member service by actively listening, identifying needs, and providing accurate information and solutions.
• Respond to inquiries and resolve issues related to accounts and products across multiple channels.
• Actively cross-sell financial solutions and gather mortgage referrals for follow-ups.
• Accurately document member interactions in the CRM and adhere to service standards.

Skills

Customer service

Active listening

Effective communication

Bilingual English/Spanish

Education

High school diploma or GED

Tools

Microsoft 365

CRM software

Job description

Member Care Consultant (FT)

About The Role

Are you someone who loves helping people and thrives on delivering exceptional service? Join our team as a Member Care Consultant (MCC) and become a key part of our members' financial journeys!

As an MCC, you’ll be the friendly and knowledgeable guide for our credit union members, offering assistance over the phone and through various multimedia channels. From answering financial inquiries to resolving account-related issues, you'll be the go‑to resource, always ready to help with a smile. Your role will involve providing timely, efficient, and friendly support, ensuring every interaction leaves a lasting positive impression.

With a passion for delivering superior member experiences, you’ll provide personalized advice to new and existing members, helping them navigate our products and services to meet their financial needs. If you’re someone who communicates effectively, pays attention to details, and genuinely cares about making a difference in the lives of others, this role is for you!

Ready to bring your energy and passion to a team that values service excellence? We’d love to have you on board!

Bilingual (English/Spanish) skills are desired for this role.

Compensation

We welcome candidates from Southern California and Southern Nevada to apply. Please note that the posted salary range reflects compensation for candidates located in California. If you are based in Nevada, we are happy to provide the salary range specific to your location upon request.

Remote Work Arrangement

This position offers the opportunity for a hybrid work schedule (in office and remote) upon successful completion of training and demonstration of increasing independence in job responsibilities. As you gain proficiency and require less assistance, we will work with you to create a flexible work arrangement that supports both your productivity and work‑life balance.

• Availability Monday through Saturday requested. Schedule will be discussed during interview.

Key Responsibilities

Member Service

• Delivers exceptional service to credit union members by actively listening, identifying their needs, and providing accurate information and solutions promptly and courteously.
• Receive and handle a high volume of inbound calls from credit union members, respond to inquiries, resolving issues, and providing guidance on various banking products and services.
• Responds to member inquiries received through various communication channels (up to two engagements at a time) such as inbound audio English and Spanish calls, chats, video calls, messages, 3rd party after hours support. Uses available credit union software tools. Follows established service standards, including call handling metrics, quality assurance guidelines, and adherence to compliance and security protocols.
• Provides members with information on their accounts and answers questions on products and services. Processes transactions and opens and/or conducts maintenance on accounts.
• Accurately documents member interactions, inquiries, and transactions in the credit union's customer relationship management (CRM) system as required. Answers questions, recommends corrective services to address complaints. Aids on inquiries, transactions, and problem resolution.

Member Resolution

• Investigates and resolves member complaints, discrepancies, and disputes related to accounts, transactions, or credit union policies, escalating complex issues to the appropriate departments when necessary. Identifies opportunities and member / team member needs and responds quickly.
• Anticipates and resolves problems in an empathetic, thoughtful, thorough, and timely manner.

Sales

• Actively offers and cross-sells financial solutions and recommends appropriate products and services such as savings, checking and deposit accounts, convenience services (i.e. Auto buying, Insurance and WM) and loans.
• Contacts prospective and current members to present information on available loan products, deposit accounts, investment services and promotional offers to obtain additional business.
• Gathers and submits mortgage referrals to our mortgage division for follow-ups on first mortgage loans.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/or Experience

• High school diploma or general education degree (GED)
• Two years financial services and sales experience or related experience and/or training; or equivalent combination of education and experience.

Language Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one‑on‑one and small group situations to members.
• Bilingual (English/Spanish) skills desired.
• Reasoning Ability
• Ability to apply common sense understanding to carry out instructions furnished in written, or oral form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to assess members’ needs and determine which financial services can best satisfy those needs.

Computer Skills

• Proficient skills navigating a PC and internet browser.
• Working knowledge of Microsoft 365 products (Outlook, TEAMS, Word, Excel).
• Working knowledge of smart phone and using APPs.

ADA Requirements

PHYSICAL DEMANDS

• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to routinely perform work on a computer and use a headset or headphones for an average of 6-8 hours per day.
• Must be able to work extended hours whenever required or requested by management.
• Must be capable of regular, reliable, and timely attendance.
• May need to be capable of climbing/descending stairs in emergency.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.

Why Rize Credit Union?

At Rize, we believe in empowering our members and employees to achieve their financial goals. If you are a solutions‑driven professional who thrives in a dynamic, member‑focused environment, we want to hear from you!