Member Services Officer II-Hybrid

Logix Federal Credit Union; Santa Clarita (CA); On-site; USD 30,000 - 45,000; Full time

Job summary

Logix Federal Credit Union seeks an MSO II to deliver wow service in a fast‑paced call center. You will listen, resolve member concerns, and guide them to the right products and services, while upholding our Promise Principles of Personal, Professional, and Proactive.

The role requires 24+ months of retail customer service experience, a preferred 4‑year degree, and strong communication skills. Hours vary by shift; excellent customer service is essential.

Qualifications

• 4‑year/Bachelor's degree preferred.
• 24+ months of retail customer service experience.
• Excellent verbal and written communication skills; strong customer service.
• Working knowledge of Microsoft Office; basic troubleshooting of smartphones and browsers.
• Familiarity with financial services and call center environments.

Responsibilities

• Achieve established sales and member service goals (NPS).
• Direct calls to appropriate staff and maintain service quality metrics.
• Explain Credit Union policies clearly and resolve member concerns.
• Maintain up‑to‑date knowledge of federal loan/regulatory requirements.
• Participate in team meetings and contribute to program improvements.
• Assist members with financial needs and product/service recommendations.
• Maintain punctuality and adherence to shift schedules.
• Perform other duties as assigned.

Skills

Retail customer service

Call center

Verbal & written communications

Microsoft Office

Smartphone troubleshooting

Multi‑tasking

Problem solving

Team collaboration

Education

Bachelor's degree

Tools

Microsoft Office

Smartphone & web troubleshooting

Job description

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 II or MSO II is responsible for providing “wow” level service to both members and co‑workers in a call center environment. Through effective listening and thorough knowledge of our products and services, the MSO satisfies our member’s needs and effectively resolves member’s concerns. The MSO personifies our Promise Principles of “Personal”, “Professional” and “Proactive”.

Responsibilities

• Achieves established goal for sales and member service rating (NPS) and sales/product goals.
• Directs 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 explain Credit Union policies and to resolve member concerns in a professional and personable manner.
• Maintains up-to-date knowledge of all federal regulations related to loans and operations.
• Participates actively in team meetings, contributing to the development of new programs and methods to improve effectiveness of delivery and member service
• Provides assistance to members in all areas relating to their financial needs (questions, transaction requests, complaints, etc.), while assisting them in the selection of appropriate products and services
• Must consistently report to work on‑time, as scheduled and adhere to 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 5 p.m. (PT)

Qualifications

Education

• Preferred 4 year/Bachelors Degree

Experience

• 24+ months of retail customer service experience

Knowledge, Skills & Ability

• Certificates
• Computer Skills
• Language Skills 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.
• Mathematical Skills 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.
• Reasoning Ability 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.
• Other Skills
• Recent financial institution experience as a teller and/or new accounts representative or in a call center role
• A working knowledge of the Microsoft office suite of products Experience in troubleshooting basic smartphone and web browser issues
• A demonstrated aptitude for learning new systems, skills & processes
• 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

Equal Opportunity Employer/Veterans/Disabled

Pay Range

USD $21.76 - USD $32.64 /Hr.