Service Delivery Representative III

SchoolsFirst Federal Credit Union; United States; On-site; USD 33,833 - 49,070; Full time

Job summary

SchoolsFirst Federal Credit Union is seeking a Service Delivery Representative III in Norco, California. The ideal candidate will act as the primary contact for members, providing world-class service across multiple channels while handling inquiries and ensuring timely issue resolution.

Applicants should have a High School Diploma or GED and 3–5 years of experience in a related field, ideally within a credit union or financial institution. This role includes responsibilities such as account transactions and mentoring team members.

Qualifications

• 3–5 years of previous related experience required.
• Credit union/financial institution experience preferred.

Responsibilities

• Act as the member’s primary contact to provide personal service.
• Handle member inquiries by applying knowledge of products and services.
• Identify and coordinate with appropriate support departments.

Skills

Empathize and engage

Problem-solving

Effective communication

Attention to detail

Education

High School Diploma or GED

Job description

Service Delivery Representative III

Pay Range: $24.56 - $35.62 per hour (Scheduled Weekly Hours: 30)

What You’ll Be Doing

• Act as the member’s primary contact across channels (phone, eServices, Chat, Secure Message) to provide world‑class personal service.
• Handle member inquiries by applying knowledge of products, services, processes, procedures, and policies.
• Navigate the internal support website to give solutions and drive calls efficiently.
• Identify and coordinate with appropriate support departments to ensure timely issue resolution.
• Suggest ways members can easily access and manage their accounts and share the benefits of various channels.
• Proactively recommend personalized options that help members acquire and manage services more conveniently.
• Perform account transactions and requests with accuracy, clarifying all member questions and seeking assistance as needed.
• Maintain confidentiality of credit union and member records.
• Secure member accounts by properly identifying members and detecting potential impersonators or fraudsters before transactions.
• Work independently while fostering strong team relationships by sharing knowledge, resources, trends, and best practices.
• Navigate multiple technology systems, operate several computer screens, and adapt to evolving software and technology enhancements.
• Conduct advanced research on member accounts to solve problems, identify and correct concerns, and follow through to resolution.
• Use in‑depth product knowledge to make benefits and recommendations that support member understanding and promotions.
• De‑escalate calls using care, compassion, and empathy, and seek guidance from specialty departments when necessary.
• Advocate for members by uncovering and understanding their real needs, evaluating options, and proposing viable resolutions.
• Assist with department projects, support service initiatives, create training resources, and propose process improvements.
• Mentor new team members by providing peer coaching, best practices, and constructive feedback.

Areas of Responsibility

• Advanced knowledge of account fraud transactions, dispute and fraud card claim intake.
• Advanced knowledge of credit card functions, and interfacing with multiple complex systems.
• Advanced knowledge of debit card functions, and interfacing with multiple complex systems.
• Advanced loan account maintenance and recommendations.
• Set up and revise electronic payments and ACH payments.
• Advanced knowledge of specialty products (e.g., Summer Saver, Paycheck Planner, share certificates).
• Advanced knowledge of retirement products.
• Facilitate account vesting changes and verify membership eligibility.
• Awareness of legal processes (levies, subpoenas, escheat, fiduciary accounts).
• Advanced knowledge of NCUA share insurance coverage.
• Provide next‑level support for SDR I and SDR II team members.
• Process international and domestic wire transfers and secure message correspondence.
• Advanced technical knowledge with eServices and Chat channels, including troubleshooting and electronic money transfer systems.

Additional Job Functions

• Perform other duties as assigned.
• Comply with regulatory compliance and assigned training requirements, including BSA regulations.

Qualifications

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

Knowledge, Skills, and Abilities

• Essential communication skills: empathize, engage, focus, listen reflectively, ask open‑ended questions, build connections, be a trusted advisor.
• Listen without interrupting.
• Ask clarifying questions to verify information.
• Recap transactions to ensure understanding.
• Identify essential information.
• Enter data quickly with expected accuracy.
• Summarize transactions clearly and concisely.
• Use correct terminology.
• Problem‑solving skills.

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 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.

Location: 100% on‑site with hybrid options available.