Senior Member Service Delivery Specialist

SchoolsFirst Federal Credit Union; Tustin (CA); On-site; USD 33,000 - 48,000; Full time

Job summary

SchoolsFirst Federal Credit Union in California seeks a Service Delivery Representative III to serve as the Members' first contact across channels, delivering world-class personal service and guiding customers through transactions, products, and online tools.

You will handle inquiries, process transactions, safeguard account security, mentor teammates, and collaborate with other departments to resolve issues while upholding compliance and confidentiality.

Qualifications

• High School Diploma or GED required.
• 3-5 years of previous related experience required.
• Credit union/financial institution experience preferred.

Responsibilities

• Handle member inquiries using knowledge of products, services, processes and policies; navigate internal resources to resolve issues efficiently.
• Suggest accessible ways for members to manage accounts and utilize channels to increase convenience and access.
• Perform account transactions accurately and address member questions, seeking help as needed.
• Maintain confidentiality of member records and protect account security.
• Identify potential impersonation or fraud indicators before conducting transactions.
• Share knowledge with teammates, foster collaboration, and support best practices.
• Navigate multiple systems and adapt to evolving software and technology.
• Conduct advanced research on member accounts to resolve concerns and follow through.
• Explain benefits of products and services and provide financial education resources.
• De-escalate calls with empathy and route to specialists as needed.
• Mentor new team members and contribute to training and process improvements.
• Assist with department projects and training resources.
• Support fraud/dispute intake and knowledge of credit/debit functions and electronic payments.

Skills

Communication

Empathy

Active listening

Questioning skills

Attention to detail

Problem solving

Education

High School Diploma or GED

Job description

SchoolsFirst Federal Credit Union in California seeks a Service Delivery Representative III to serve as the Members' first contact across channels, delivering world-class personal service and guiding customers through transactions, products, and online tools.

You will handle inquiries, process transactions, safeguard account security, mentor teammates, and collaborate with other departments to resolve issues while upholding compliance and confidentiality.