Service Delivery Representative II

SchoolsFirst Federal Credit Union; Sacramento (KY); On-site; USD 46,000 - 66,000; Full time

Benefits offered by this job

On-site work

Remote options

Job summary

SchoolsFirst Federal Credit Union is seeking a Service Delivery Representative II to be the Members' first point of contact across channels, delivering world-class personal service and guiding inquiries through eServices, Chat, and Secure Message. The role focuses on accurate account processing, confidentiality, and fraud awareness while supporting Members in navigating products and services.

The position requires 1-3 years of related experience and a High School Diploma or GED; on-site work

Qualifications

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

Responsibilities

• Serve as Members' first channel of contact across channels (in-person, eServices, Chat, Secure Message) and provide World-Class Personal Service.
• Handle Member inquiries using knowledge of products, services, and policies.
• Navigate internal knowledge base to provide timely solutions and drive calls efficiently.
• Identify and collaborate with support departments for issue resolution.
• Perform account transactions with accuracy and maintain confidentiality of Member data.

Skills

Empathy

Active listening

Communication skills

Problem solving

Education

High School Diploma or GED

Tools

CRM

Job description

We're always looking for diverse, talented, service-oriented people to join our exceptional team.

Service Delivery Representative II

Pay Range: $22.00 - $31.90

Scheduled Weekly Hours: 40

What You'll Be Doing

• To serve as our Members' first channel of choice along with eServices, Chat, and Secure Message channels for their financial needs, to be there for our Members when they are unsure how to proceed, and to be there for them when other channels are unable to support their needs. Our job is to be ready and willing to consistently provide World-Class Personal Service on each and every contact.
• Handle Member inquiries by leveraging knowledge and resources about various different products, services, processes, procedures, and policies.
• Navigate the internal support website to provide solutions and drive calls efficiently.
• Identify and collaborate with the appropriate support departments to ensure timely resolution of issues.
• Suggest ways that our Members can easily access and manage their accounts.
• Proactively identify ways to help make their lives easier by sharing the benefits of different channels to increase convenience, ease of use, efficiency, or any additional assistance our Member may need.
• Understand which benefits are important to our Members and suggest personalized options for Members to better access and manage their accounts.
• Perform account transactions and requests with accuracy, ensure your Members' needs are met by clearly answering all their questions, and seeking out assistance as needed.
• Maintain the confidentiality of Credit Union and Member records.
• Protect the security of our Members' accounts by properly identifying Members and listening for indications of Member impersonators and/or fraudsters before conducting transactions.
• Work independently while fostering strong team relationships by sharing knowledge, resources, trends, and best practices with teammembers.
• Navigate various technology systems, work with multiple computer screens, and adapt to evolving software and technology enhancements.
• Perform research on account and analyze account activity to help resolve Member inquiries and following through to resolution.
• In-depth knowledge of our products and services to make recommendations which may be of benefit to our Members, including promotions and financial education resources.
• Make decisions within prescribed approval limits and seek next level assistance with requests beyond teammember limits for additional Member advocacy.
• Advocate for our Members and elevate issues as appropriate and work with other departments to set expectations and address Member concerns.
• Supports service initiatives, participates in training or huddle sessions, and suggests opportunities to streamline processes and functions.
• Serve as a mentor for new teammembers by providing peer coaching, sharing best practices, assisting with training, modeling the way, 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
• Ability to process international and domestic wire transfers
• Ability to process Secure Message correspondence
• Intermediate knowledge of eServices and Chat channels
• Intermediate knowledge of specialty products, i.e., Summer Saver, Paycheck Planner, and 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
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions.

Qualification

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

Knowledge, Skills, and Abilities

• Essential communication skills include empathizing, being engaging, focused, and attentive, using reflective listening, and asking open-ended questions to build connections and be a trusted advisor.
• Listens without interrupting
• Asks questions to clarify and verify information
• Recaps transaction to ensure understanding
• Identifies essential information
• Enters information quickly
• Displays expected level of accuracy
• Summarizes transaction clearly and concisely
• Uses correct terminology
• Problem-solving skills SchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive Hiring At SchoolsFirst FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you're excited about a position or wanting to make a career change but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.
• SchoolsFirst Federal Credit Union is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. SchoolsFirst FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information. This organization participates in E-Verify.

We're passionate about living our mission of providing Members with World-Class Personal Service and financial security. There's a reason we love coming to work every day. We have the privilege of serving those who build the future: school employees, and the families who make their work possible. Our success is built on our relationships with each other, our Members and the community. We value teamwork and face-to-face interactions and believe we're at our best when we're collaborating in-person. We also know the flexibility to work remotely benefits the wellbeing of our team.

100% on-site, 0% remote. Including those serving Members in-person at our branches. Three days a week in the office and up to two days remote. Hybrid teams coordinate on-site days to collaborate in-person. Up to 100% remote. Select individual contributor roles may be given the option to work fully remote.