Member Services Representative - Member Engagement - (San Diego)

California Credit Union; San Diego (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

A regional credit union in San Diego is seeking a Member Services Representative to handle incoming calls and assist members with account inquiries. The ideal candidate should have 2-4 years of call center experience, strong communication skills, and be customer-service oriented. This is a full-time role that offers a salary range of $21.00 to $25.96 hourly, working Monday through Friday with rotating Saturdays.

Qualifications

• 2-4 years of experience in a call center environment required.
• Strong technical knowledge of call center services and related policies.
• Excellent communication and problem-solving abilities required.

Responsibilities

• Answer incoming calls promptly and professionally.
• Assist members with account inquiries and concerns.
• Cross-sell Credit Union products based on member needs.

Skills

Communication Skills

Customer Service

Problem-solving

Time-management

Teamwork

Education

College coursework desired

Job description

Overview

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Full Time Clerical Corporate, San Diego, CA, US

Requisition ID: 1193

Salary Range: $21.00 To $25.96 Hourly

General Summary

The Member Services Representative – Member Engagement is responsible for receiving incoming calls in a prompt, professional, and polite manner, providing high quality service to California Credit Union members. Responsibilities include assisting members with their accounts, responding to product, operations, and policy inquiries. Resolve account concerns and complaints in an accurate, timely and professional manner, with the highest level of integrity and service.

Principal Accountabilities (95%)

• Provide prompt and accurate information to members regarding accounts, Credit Union products, services, and promotions.
• Offers and cross-sells Credit Union products and services to meet member needs.
• Effectively responds to member’s questions and/or concerns.
• Adhere to and follow all procedures including, wire transfers, check orders, ATM & Debit Card processing, lost/stolen cashier’s checks, share, and loan accounts.
• Maintain a working knowledge and understanding of all audit and compliance regulations.

Secondary Accountabilities (5%)

• Performs other duties as assigned.
• Complies with BSA requirements as commensurate with position.

Position Requirement and Qualifications

Abilities: Excellent abilities in communication, time-management, analysis, customer service, judgment, cross-sell, teamwork, planning, and problem-solving.

Knowledge, Education, Certifications, Licenses: Strong technical knowledge of all call center service duties, including policies, procedures, member transactions and system applications. General understanding of human resources policies and procedures. College coursework desired.

Experience: Two to four years of progressively responsible experience in a call center environment as a lead to gain the knowledge, skills and abilities to handle all aspects of the position.

Working Conditions and Physical Demands

Work is performed in a general office environment. This position does not require significant physical efforts. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Refer to the Safety & Health Policy found in California Credit Union’s Employee Handbook & Resource Guide.

EOE

Schedule: Monday-Friday (7:00 a.m.-7:00 p.m.), rotating Saturdays (8:00 a.m.-3:00 p.m.)