Service Delivery Representative II

SchoolsFirst Federal Credit Union; United States; On-site; USD 30,761 - 44,606; Part time

Job summary

SchoolsFirst Federal Credit Union in Norco is looking for a Service Delivery Representative II to assist members with their financial needs. You will serve as the primary support channel, resolving inquiries and providing solutions.

This role requires a High School Diploma or GED and 1-3 years of related experience. It offers a hybrid schedule with three days in-office and two days remote. Excellent customer service skills are essential for success in this position.

Qualifications

• 1-3 years of previous related experience required.
• Intermediate knowledge of account fraud transactions and credit/debit card transactions.

Responsibilities

• Serve as first point of contact for members' financial needs.
• Handle inquiries using knowledge of products and services.
• Research and resolve account inquiries and transactions.

Skills

Empathetic listening

Analytical thinking

Knowledge of financial products

Customer service

Education

High School Diploma or GED

Job description

Job Title: Service Delivery Representative II

Pay Range: $22.33 - $32.38 per hour. Scheduled Weekly Hours: 25.

Location: Hybrid (three days in office, up to two days remote). 100% on‑site, 0% remote for in‑branch roles.

What You’ll Be Doing

• Serve as Members’ first channel of choice alongside eServices, Chat and Secure Message to assist with financial needs.
• Handle Member inquiries using knowledge of products, services, processes, procedures and policies.
• Navigate the internal support website to provide solutions and drive calls efficiently.
• Identify and collaborate with appropriate support departments to ensure timely resolution of issues.
• Suggest ways Members can easily access and manage their accounts and share benefits of different channels to increase convenience.
• Perform account transactions and requests with accuracy, ensuring Members’ needs are met.
• Maintain confidentiality of Credit Union and Member records and protect security of Member accounts.
• Work independently while fostering strong team relationships and sharing knowledge, resources and best practices.
• Navigate multiple technology systems, work with multiple screens and adapt to software enhancements.
• Research account activity to help resolve inquiries, following through to resolution.
• Make recommendations of products and services that benefit Members, including promotions and educational resources.
• Make decisions within prescribed approval limits and seek next‑level assistance for higher‑value requests.
• Advocate for Members, escalating issues as appropriate and working with other departments to set expectations.
• Support service initiatives, participate in training or huddle sessions, and suggest opportunities to streamline processes.
• Act as a mentor for new team members by providing peer coaching, sharing best practices and actively recognizing others.

Areas of Responsibility

• Intermediate knowledge of account fraud transactions.
• Dispute and fraud card claim intake.
• Intermediate knowledge of credit card transactions.
• Intermediate knowledge of debit card transactions.
• Intermediate loan account maintenance.
• Set up electronic payments.
• Set up/revise/cancel ACH payments.
• Process international and domestic wire transfers.
• Process Secure Message correspondence.
• Intermediate knowledge of eServices and Chat channels.
• Intermediate knowledge of specialty products (Summer Saver, Paycheck Planner, share certificates).
• Intermediate knowledge of retirement products.
• Facilitate account vesting changes.
• Verify Membership eligibility.
• Intermediate knowledge of NCUA share insurance coverage.

Additional Job Functions

Performs other duties as assigned.

Regulatory Compliance

Complies with regulatory compliance and assigned training requirements including, but not limited to, BSA regulations relevant to specific job duties. Failure to do so may result in disciplinary action and other employment‑related consequences.

Qualifications

High School Diploma or GED required. 1-3 years of previous related experience required.

Essential Communication Skills

• Empathize and build engagement using reflective listening and open-ended questions.
• Listen without interrupting.
• Ask questions to clarify and verify information.
• Recap transaction to ensure understanding.
• Identify essential information.
• Enter information quickly with expected accuracy.
• Summarize transaction clearly and concisely.
• Use correct terminology.

Problem‑Solving Skills

Demonstrate analytical thinking and the ability to resolve complex problems efficiently.

Equal‑Opportunity Employer (EEO) Statement

SchoolsFirst FCU is an equal‑opportunity employer and prohibits discrimination against qualified individuals based on veteran status, disability, race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information. This organization participates in E‑Verify.