Member Services Officer I

Logix Federal Credit Union; Santa Clarita (CA); On-site; USD 28,000 - 42,000; Full time

Job summary

Logix Federal Credit Union in Santa Clarita, CA, is seeking a Members Services Officer I to deliver wow-level service in a contact center. You will resolve member inquiries, support product knowledge, and maintain compliance with regulations while contributing to a team-driven environment.

The role requires at least 1 year of retail customer service and a Bachelor's degree is a plus; proficiency in Microsoft Office and strong verbal/written communication are essential for success in this

Qualifications

• Bachelor’s Degree (4 years) a plus.
• Minimum 1 year of retail customer service experience.
• Excellent verbal and written communication skills.
• Ability to use Microsoft Office and basic internet tools.
• Ability to multi-task in a fast-paced environment.

Responsibilities

• Handle routine inquiries (balance transfers, loan payments, address changes, etc.) with minimal assistance.
• Achieve established Quality Assurance Monthly Observations (QAMO).
• Direct more complex calls to appropriate personnel and maintain service quality and performance metrics.
• Respond to basic member inquiries about products, services and Credit Union policies.
• Maintain up-to-date knowledge of federal regulations related to operations.
• Participate actively in team meetings and adhere to schedule guidelines.

Skills

Customer service

Communication skills

Problem solving

Multi-tasking

Attention to detail

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Overview

If you love connecting with people and are ready to grow your career in a company that invests in your success, we’d love to meet you. Come be part of something amazing where your contributions truly matter.Be the voice that makes someone's day better while building valuable communication skills in a fast-paced, team-driven environment.

The Member Services Officer I is responsible for providing “wow” level service to both members and co-workers in a contact center environment. Through effective listening and thorough knowledge of our products and services, the MSO satisfies our members’ needs and effectively resolves members’ concerns. The MSO personifies our Promise Principles of “Personal”, “Professional” and “Proactive”.

Responsibilities

• Able to handle routine inquiries (balance transfers, loan payments, address changes, etc.) with minimal assistance.
• Achieves established goals for Quality Assurance Monthly Observations (QAMO).
• Directs more complex calls to appropriate personnel as applicable and adheres to the standards of service quality and statistical performance measures during all member interactions.
• Exercises strong verbal and written communication skills to respond to basic member inquiries about products, services and Credit Union policies in a professional and personable manner.
• Maintains up-to-date knowledge of all federal regulations related to operations.
• Participates actively in team meetings.
• Must consistently report to work on-time, as scheduled and adhere to established schedule adherence guidelines.
• Other duties as assigned.

Please note that hours can vary depending on the actual shift. Our contact center is open:

• Weekdays 7 a.m. to 7 p.m. (PT)
• Weekends 9 a.m. to 3 p.m. (PT)

Qualifications

Education

Bachelor’s Degree (4 years) a plus

Experience

Minimum 1 year of retail customer service experience

Knowledge, Skills & Ability

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• A working knowledge of the Microsoft office suite of products including the ability to use internet browser software
• A demonstrated aptitude for learning new systems, skills & processes
• Experience in trouble shooting basic smartphone and web browser issues preferred
• A proven ability to work in a fast paced, deadline driven environment
• The ability to multi-task with an attention to detail.
• Excellent verbal & written communication skills
• Superior customer service skills

Disclaimer

Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.

Pay Range

USD $20.15 - USD $30.22 /Hr.