Member Service Center Representative

Redwood-Credit-Union

Santa Rosa (CA)

On-site

USD 33,000 - 43,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, and vision insurance

PTO accrual plus 11 paid companyholid

Birthday off

401(k) with employer match

Employee performance incentive plan

Salary advancement – merit increases

Job summary

Redwood Credit Union is seeking a Full Time Member Service Center Representative in Santa Rosa, CA to handle routine and specialized telephone requests and back-office tasks related to member transactions. You will educate callers on lending and membership details, ensure issue resolution, and provide basic online/mobile banking support while upholding RCUs standards.

Ideal candidates will have strong member service skills, the ability to cross-sell products, and comfort with rotating schedules,

Qualifications

Knowledge of modern office methods and procedures.
PC skills in Windows environment; Internet access.
Demonstrated member service skills.
Ability to cross-sell products and services.
Ability to perform mathematical computations.
Ability to type 40 words per minute.
Ability to communicate effectively both verbally and in writing.
Ability to work with a diverse group of people.
Ability to work a rotating schedule including Saturdays.

Responsibilities

Answer the telephone within established guidelines.
Complete phone transactions accurately and efficiently.
Disseminate and educate callers on lending, CUSO, and membership information.
Protect member experience by researching problems and questions with accurate information.
Provide basic technical support for online and mobile banking.
Deliver service by applying policy and standards.

Skills

Member service skills

Cross-sell products

Typing 40 wpm

Verbal & written communication

Mathematical computations

Windows PC basics

Rotating Saturdays

Education

High school diploma or equivalent

Two years of call center/retail/customer service experience

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

Answer the telephone within established performance and service guidelines.
Complete phone transactions accurately and efficiently.
Disseminate and provide education of lending, CUSO and membership information to callers.
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
Provide basic level technical support of our online and Mobile banking platforms
Deliver excellent Member service by implementing Credit Union policy and departmental procedures and following RCU service philosophy and standards.

Sales & Efficiency

Attain individual and departmental goals and objectives as established in the MSC performance standards.
Cross-sells Credit Union products and services.
Demonstrate efficiency by maintaining professional control of member conversation, and follow accurate procedures.

Support

Post and balance daily work and maintain proper documentation.
Utilize online manuals and knowledge repository as a resource
Complete departmental and back-office tasks as assigned including typing routine letters and/or documents.
Compile data and complete work related to departmental reports.
Maintain files, post records, make and check routine calculations
Perform all functions in a security conscientious manner.
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?

21st 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 Bay 21 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.

Minimum Qualifications: Knowledge, Skills and Abilities

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 a combination 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 center differential)

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