Member Experience & Service Specialist

Redwoodcu; Napa (CA); On-site; USD 33,062 - 42,705; Full time

Benefits offered by this job

Medical, dental, vision insurance

Employee performance incentive plan

401(k) with employer match

Paid time off + holidays

Birthday off

Job summary

Redwood Credit Union is seeking a Full Time Member Service Center Representative to handle routine and specialized telephone requests and back-office work related to member transactions.

Responsibilities include answering calls, processing transactions, educating callers on products, and providing basic online banking support while upholding RCUs service standards.

Qualifications

• High school diploma or equivalent required.
• Minimum of two years in call center, retail, or customer service.
• Ability to type 40 wpm.
• Strong written and verbal communication skills.

Responsibilities

• Answer telephone within guidelines and complete transactions accurately.
• Provide education on lending, CUSO, and membership information to callers.

Skills

Customer service

Verbal communication

Written communication

Typing 40 wpm

Cross-sell skills

Math calculations

Rotating schedule

Education

High school diploma or equivalent

Tools

Windows environment

Job description

Redwood Credit Union is looking for a Full Time Member Service Center Representative,who will perform routine and specialized telephone requests and back-office work associated with the Member Service Center in processing Member transactions.

Key Responsibilities

Service:

o Answer the telephone within established performance and service guidelines.

o Complete phone transactions accurately and efficiently.

o Disseminate and provide education of lending, CUSO and membership information to callers.

o Ensure problem ownership in an effort to protect the Member experience by researching Member problems, complaints and questions. Responding with thorough, and accurate information through oral and/ or written communication, or by directing them to the appropriate department or person for assistance

o Provide basic level technical support of our online and Mobile banking platforms

o Deliver excellent Member service by implementing Credit Union policy and departmental procedures and following RCU service philosophy and standards.

Sales & Efficiency:

o Attain individual and departmental goals and objectives as established in the MSC performance standards.

o Cross-sells Credit Union products and services.

o Demonstrate efficiency by maintaining professional control of member conversation, and follow accurate procedures.

Support:

o Post and balance daily work and maintain proper documentation.

o Utilize online manuals and knowledge repository as a resource

o Complete departmental and back-office tasks as assigned including typing routine letters and/or documents.

o Compile data and complete work related to departmental reports.

o Maintain files, post records, make and check routine calculations

o Perform all functions in a security conscientious manner.

o Attend department meetings and contribute information as is appropriate.

Join us and discover why you'll love working at Redwood Credit Union!

ABOUT REDWOOD CREDIT UNION (RCU):

At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad.

As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all.

Why work for Redwood Credit Union?

•25th largest credit union in the U.S. and the largest financial institution based in the North Bay

•Recognized by Newsweek as one of "America's Best Credit Unions 2026"

•Awarded a 5-Star Bauer Rating

• Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 2026"

•Top Corporate Philanthropists (#24) - San Francisco Business Times

•Voted Best Places to Work in the North Bay20 years in a row

•World-class Employee Engagement scores

•Rated Superior in Service by more than 90% of Members, surveyed by SF Gate

•Industry leading Net Promoter Scores across the U.S.

Knowledge of modern office methods, practices and procedures.

Skill in the operation of a personal computer with Internet and Intranet access in a Windows environment.

Must possess demonstrated Member service skills.

Ability to cross-sell products and services to meet Member needs.

Ability to make mathematical computations.

Ability to type 40 words per minute.

Ability to communicate effectively both verbally and in writing.

Ability to establish and maintain effective working relationships with a diverse group of people.

Ability to work a rotating schedule which will include working on Saturdays.

The ideal candidate has acombination of education and experience equivalent to a high school diploma or closely related field and a minimum of two years of call center, retail or clerical experience in a customer service environment.

Compensation:Base starting range: $24.00 to $31.00 per hour commensurate with experience. (This position is also eligible for an 8% call centerdifferential)

Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

Redwood Credit Union offers a robust benefits package to our eligible employees including:

• Competitive medical, dental, and vision insurance, mental health offerings

• Employee performance incentive plan

• Salary Advancement– Merit increase based on performance

• 401(k) program with employer match

• Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!

RCU Discounts and Perks:

•RCU employees are eligible for a .75% discount off RCU standard collateral auto loans

•RCU employees are eligible for a 1% discount on all recreational or boat loan products

• 2% discount off Visas and LOC Loans through RCU

• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.

• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.

• 0% interest on garment, fitness, or home office equipment loan of up to $500

• 100% financing for employee purchased homes!

Physical Requirements:

• Ability to talk on the phone

• Ability to stand, bend, stoop, sit, walk, twist and turn.

• Ability to lift up to 15 pounds.

• Ability to use a computer keyboard and calculator.

• Work environment is indoors; majority of the time is spent sitting at a desk.

*Redwood Credit Union is not offering Visa transfers and/or sponsorships for this position.

Internal Team Members: If you are a current Team Member, please apply through the internal careers page located in RCUNET.

We are an Equal Opportunity Employer