Member Service Center Representative (Call Center)

Redwood Credit Union; Napa, Northern (CA, KY); Hybrid; USD 33,000 - 43,000; Part time

Benefits offered by this job

Employee benefits package

Competitive compensation

Job summary

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

The role requires strong member service skills, basic math, and the ability to cross-sell products while maintaining accurate documentation. Training is provided; weekend shifts may be required.

Qualifications

• High school diploma or equivalent required.
• 2+ years of call center, retail or customer service experience preferred.
• Typing speed of 40 words per minute or faster.
• Strong member service and communication skills are essential.
• Ability to cross-sell products and services to meet member needs.
• Ability to perform basic math calculations.
• Proficient with Windows and basic office methods.
• Comfort with rotating Saturdays.

Responsibilities

• Answer calls within performance guidelines and provide routine and specialized telephone support.
• Process phone transactions accurately and efficiently.
• Educate callers on lending, CUSO, and membership information.
• Investigate and resolve member questions and problems with accurate information.
• Provide basic online and mobile banking support.
• Support service quality by following policy and procedures.
• Cross-sell Credit Union products and services to members.
• Post and balance daily work, document activity, and assist with reporting.

Skills

Basic office methods

PC proficiency

Member service skills

Cross-sell ability

Mathematical computations

Typing 40 wpm

Verbal and written communication

Relationship building

Rotating Saturdays

Education

High school diploma or equivalent

Job description

Redwood Credit Union is looking for a Part Time (24 to 25 hours per week) 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 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 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:

• 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.

We are an Equal Opportunity Employer