Member Relationship Specialist II

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) or retirement plan

Paid time off and holidays

Tuition reimbursement

Life insurance

Employee discounts

Job summary

USC Credit Union, located steps from USC’s University Park campus near Downtown Los Angeles, is seeking a part-time Member Relationship Specialist II for its fast-paced Call Center. The role emphasizes building member relationships, analyzing data, and offering customized financial solutions using in-depth knowledge of USC CU products and services.

The ideal candidate has at least 1 year in financial services, strong lending knowledge, and excellent communication skills.

Qualifications

• Minimum education: high school or equivalent.
• At least 1 year of experience in customer service, sales or retail banking.
• Knowledge of consumer loan products and services.
• Excellent interpersonal and communication skills; ability to work independently and in a team.
• Experience with office software/tools (Google Suite, Slack, Microsoft Excel).

Responsibilities

• Consistently meet performance, service and sales goals.
• Develop and deepen member relationships with consultative service.
• Triage member calls with attentive listening and apply proper protocol.
• Process member transactions via telephone channel accurately and timely.
• Make lending recommendations or decisions using sound practices.
• Ensure compliance with applicable laws and policies.
• Occasionally back up other USC CU locations.

Skills

Lending knowledge

Interpersonal skills

Communication skills

Teamwork

multitask capability

Education

High school diploma or equivalent

Bachelor's degree

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 part-time 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/

Fight On!

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).