Member Service Officer II

Cusocal; Pomona (CA); On-site; USD 29,000 - 43,000; Full time

Job summary

CU SoCal in Pomona, CA is seeking a Member Service Officer II to act as a trusted financial advisor, identifying needs and matching credit union products and services to members.

The role supports branch operations with typical hours Mon–Fri 8:30–5:30 and Saturdays 8:45–1:45, with potential weekend variance. Candidates should have at least two years in a financial institution, good communication, and comfort with Symitar systems.

Qualifications

• HS diploma or equivalent required.
• Associates degree or equivalent preferred.
• 2+ years in a financial institution or member/customer service role.
• Familiarity with Symitar or similar systems.

Responsibilities

• Counsel Members in person or by phone regarding policies and services.
• Process memberships, accounts, and related banking transactions.
• Develop relationships by matching needs with savings, convenience and lending products.
• Provide exceptional Member service and uphold CARE standards.

Skills

MS Office

Verbal & written communication

Interpersonal skills

Product knowledge

Problem-solving

Education

High School Diploma or equivalent

Associates degree or equivalent

Tools

Symitar

Job description

Description

The Member Service Officer II is a financial advisor who provide exceptional Member experiences by identifying and matching credit union products and services to Member needs.

Branch Operation Hours

Monday – Friday 8:30AM to 5:30PM & Saturday 8:45AM – 1:45PM

Based upon business needs, our positions may require working flexible hours, including weekends.

Why Work at CU SoCal?

CU SoCal is one of the fastest growing credit unions and is more than just a place to work. It’s a place where people come before profit, a place where you can build a career that’s more than a job, and where the work you do has meaning and purpose. We offer competitive pay, great health benefits and a culture like no other!

CU SoCal is a Gallup Exceptional Workplace Award Recipient

In 2026, Credit Union of Southern California (CU SoCal) was once again honored with the Gallup Exceptional Workplace Award, marking our third consecutive win and ranking us among the top workplaces worldwide for outstanding employee engagement.

The CU SoCal culture fosters Building Better Lives for our Members, personal development, open communication, and genuine care for each other. We prioritize C.A.R.E. 4: professional competence, positive attitude, relationship building, and eager service to others. If you're passionate about making a difference and want to be part of a dynamic team.

Requirements

Minimum Qualifications

• High School Diploma or equivalent.
• 2+ years' experience with a financial institution in a Member / customer service environment.

Preferred Qualifications

• Associates degree or equivalent.
• 2+ years' experience with a financial institution/credit union in a Member / customer service environment.
• Familiarity with Symitar or other similar systems.

Knowledge, Skills and Abilities

• Proficient in all applicable MS Office programs (i.e., Word, Excel, Outlook, Teams, etc.)
• Very good verbal and written communication skills in person and over the phone including very good active listening skills.
• Very good interpersonal skills and a commitment to providing high-quality service to our Members and working as a team player.
• Ability to use strong knowledge of products, services and branch operations.
• Very good problem-solving skills.

Essential Duties and Responsibilities

• Processes new Memberships and additional share accounts; open Trust accounts, Organizational and DBAs. Counsels Members in person or by telephone regarding credit union policies; verifies Member information; completes Member requests within appropriate time limits; processes Debit Card requests. Perform audits on all Memberships opened.
• Processes consumer loan applications; provide general information on loan products and services and communicate consumer loan decisions. Assist Members with loan document signings and completing DMV paperwork.
• Develops relationships with Members by matching individual needs with the appropriate savings, convenience, and lending products/ services; expected to meet minimum sales goals as defined by the credit union and department.
• Handle Member inquiries. Performs research and corrects errors as needed on Members’ accounts.
• Performs advanced account administration transactions. Has advanced IRA knowledge, including opening, routine contributions, rollover, transfers, RMD, and closing IRA accounts.
• Performs any or all of the duties of a teller. Assist Member Care Center with phone coverage.
• Provide exceptional Member service in accordance with the service standards outlined by the credit union.
• Assist Members in completing dispute forms, including but not limited to Debit card, ACH, and Visa. Identifies and reports any suspicious behavior or suspected fraud activity.
• Adhere to credit union policies, operational controls, and regulatory procedures to ensure the safety and security of Member and credit union assets. Maintain a comprehensive knowledge of all credit union products and services.
• Complete understanding and active application the C.A.R.E. 4 Guide expectations and the Brand Communications Standards Accountability Philosophy.
• Additional duties and responsibilities, as assigned.

We support Pay Transparency and are a pay-for-performance organization that benchmarks base pay to the 50th percentile of market data.

Pay Scale: $21.09 / $26.24 / $30.53* an hour

*Actual compensation will be based on geographical location, work experience, education and/or skill level.

CU SoCal is an equal opportunity employer. All decisions are based only on the individual’s qualifications/ability to perform the work. The above statements are intended to describe the essential functions, nature and level or work to be performed as of the document preparation date; they are not intended to be an exhaustive list of all duties and responsibilities. CU SoCal reserves the right to modify this job description at any time, without notice.

We foster an environment and culture where ideas and decisions from all people help us grow, innovate, and fulfill our mission of Building Better Lives.