Member Service Representative

Bay Federal Credit Union; Santa Cruz (CA); Hybrid; USD 42,000 - 50,000; Full time

Benefits offered by this job

401(k) Matching

Annual Bonus Eligibility

Quality Medical/Dental/Vision/Life/Dis

Long-Term Disability

Employee Assistance Program

Wellness Program

Robust paid holidays

Job summary

Bay Federal Credit Union is seeking a Member Service Representative at our Santa Cruz, CA location. The role involves processing financial transactions, cross-selling products, and supporting branch operations with a member-first approach.

Candidates should have a high school diploma and at least six months of cash handling and customer service experience. A background in sales or training is preferred, with a willingness to learn and grow in sales capabilities.

Qualifications

• High school diploma or equivalent required.
• Experience using a PC and comfort with Microsoft Office, Internet, and internal systems.
• At least six months of cash handling and delivering excellent customer/member service.
• Sales background or training, or a strong willingness to learn and grow in sales.

Responsibilities

• Promote Bay Federal image and meet or exceed Voice of the Member scores.
• Process deposits, withdrawals, payments, transfers and other transactions accurately.
• Update and maintain member account information and respond promptly to requests.
• Explain Bay Federal products and services to members.
• Identify and resolve member concerns by coordinating with departments.
• Support daily branch operations including opening/closing procedures.
• Participate in team meetings, training, and process improvement initiatives.

Skills

Cash handling

Customer service

PC proficiency

Microsoft Office

Sales experience

Willingness to learn

Education

High school diploma or equivalent

Tools

Internal systems

Job description

About the Role:

The Member Service Representative will proactively work with members to process their financial transactions, provide accurate information and appropriately communicate product and service benefits and features to cross-sell. Perform a variety of duties supporting Branch Operations while adhering to the Credit Union's policies, guidelines and procedures. This position is located at our Santa Cruz branch.

Brief Description

About the Role:

The Member Service Representative will proactively work with members to process their financial transactions, provide accurate information and appropriately communicate product and service benefits and features to cross-sell. Perform a variety of duties supporting Branch Operations while adhering to the Credit Union's policies, guidelines and procedures. This position is located at our Santa Cruz branch.

Scheduled Weekly Hours

40 hours per week; Monday – Saturday (rotating Saturday coverage).

What You’ll Be Doing

• Promote a positive image of Bay Federal and consistently meet or exceed Voice of the Member (VOM) scores.
• Accurately process deposits, withdrawals, payments, transfers, and other financial transactions while adhering to cash handling and balancing standards.
• Update and maintain accurate member account information and process member requests in a timely manner.
• Present and explain Bay Federal products and services to members.
• Identify, investigate, and resolve member concerns by coordinating with relevant departments.
• Assist with daily branch operations, including opening and closing procedures and supporting team members as needed.
• Participate in team meetings, training sessions, and process improvement initiatives.

You’re Perfect For This Role If You Have

• A high school diploma or equivalent.
• Experience using a PC for work tasks, and you're comfortable with Microsoft Office, the Internet, and internal systems.
• At least six months of experience handling cash and providing excellent customer or member service.
• A background in sales or sales training—or a strong willingness to learn and grow in this area.

Who We Are

Bay Federal Credit Union was started in 1957 when local school teachers pooled their money together to start a credit union. This original vision and investment has grown into the area’s largest locally-owned financial institution, with nearly $1.6 billion in assets. Today, Bay Federal provides full service financial products and solutions to individuals and businesses in Santa Cruz, Monterey, and San Benito counties.

As a local, member-owned, not-for-profit financial cooperative, we are passionate about contributing to the community and being an integral part of its incredible story. Each year, our employees volunteer their time and donate their money to local non‑profits, schools, and events. Our managers serve on local non-profit Boards of Director to be involved, understand challenges, and to make a real difference in the communities we serve.

From our founding as a teacher’s credit union, Bay Federal has continued our commitment to education. We offer annual student scholarships for members and offer a comprehensive array of solutions to support our member's financial wellness. Through online financial education course offerings, solutions for teachers and students, as well as special programs for youth, our financial wellness programs are free and available to the public. This is a small part of our work in creating thriving and vibrant communities!

We look forward to continuing our story, and hope that you will be a part of it!

Why You’ll Love Working at Bay Federal Credit Union

At Bay Federal, we believe that when our employees thrive, our members and community do too. We’re proud to offer a comprehensive benefits package and meaningful perks designed to support your well‑being, growth, and success, both at work and beyond.

Comprehensive Benefits

• 401(k) Matching: We’ll match your contributions dollar-for-dollar up to 5% of your pay.
• Annual Bonus Eligibility: Share in our success through our annual bonus plan.
• Health Coverage That Cares: Choose from quality Medical, Dental, Vision, Life Insurance, and Long-Term Disability options.
• Employee Assistance Program: Receive up to six face-to-face sessions per person, per reason, for you and your household.
• Wellness Program: Holistic support for your physical, financial, and emotional health.
• Rocket Lawyer Legal Services: Company-sponsored program that provides legal documents, advice, and attorney assistance for a wide range of needs.
• Additional Options: Customize your coverage with Pet Insurance and Aflac supplemental plans.

Perks That Set Us Apart

• Recognized as the #1 Credit Union to Work For by Credit Union Journal.
• Named a Best Place to Work in the Bay Area by SF Business Times and Silicon Valley Journal.
• 11 paid Federal Holidays each year, so you can recharge and celebrate.
• Career Growth & Development:
• Access to industry-standard webinars and LinkedIn Learning courses.
• Leadership partnership with Cabrillo College – a 12-week program designed for emerging supervisors and managers.
• $1,500 Mac McCormac Employee Scholarship to support your education goals.
• Hybrid Work Environment: Enjoy flexibility with remote work opportunities and connect in person during our biannual All-Staff Meetings.

Bay Federal Credit Union is proud to offer a competitive, robust compensation and benefits package. Bay Federal considers many factors in determining base pay such as experience, education/training, internal peer equity, job location, and other business considerations when extending an offer. For Santa Cruz, CA only, the pay scale Bay Federal reasonably expects to pay for this position is $22 per hour.

Bay Federal provides health care benefits, life and disability insurance, paid holidays and 401k with a company match to eligible employees; along with employee paid voluntary benefits. Paid time off is accrued per paycheck for eligible employees at a rate based on your tenure. Leaves of absences are available in adherence with state and federal regulations.

Bay Federal is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law. Bay Federal is at at-will employer.

For CCPA's requirements regarding security practices and procedures, please see our privacy page here (https://www.bayfed.com/privacy). Bay Federal Credit Union takes our obligation to keep our member's data safe and secure and adhere to industry standard best practices.