Service Delivery Representative III

SchoolsFirst Federal Credit Union; Sacramento (KY); Hybrid; USD 43,000 - 73,000; Full time

Job summary

SchoolsFirst FCU seeks a Service Delivery Representative III to be the Members’ first channel of choice across multiple platforms, delivering world-class service for financial needs. You will handle inquiries, access resources, and resolve complex issues with empathy and accuracy.

You will collaborate with support teams, de-escalate situations, and promote account access options while maintaining strict confidentiality and fraud awareness. This role is hybrid with on-site and remote work options.

Qualifications

• High School Diploma or GED required.
• 3-5 years of previous related experience required.
• Credit union/financial institution experience preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Serve as Members' first channel of contact via phone, eServices, Chat, and Secure Message.
• Navigate systems to provide accurate solutions and resolve issues promptly.
• Identify and escalate issues to appropriate departments for timely resolution.
• Explain product benefits and resources to enhance access and management of accounts.

Skills

Empathy

Active listening

Open-ended questions

Clear communication

Attention to detail

Education

High School Diploma or GED

Job description

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

Service Delivery Representative III

Pay Range: $24.20 - $35.09

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 advanced research on Member accounts with problem-solving to identify and correct Member concerns with following-through to resolution. In-depth knowledge of our products and services to make recommendations which may be of benefit to our Members. Explain benefits in a manner that supports Member understanding and includes promotions and financial education resources. Effectively de-escalate calls using care, compassion, and empathy to provide options and seek guidance from specialty departments or advanced support. Works independently to problem solve, take initiative, use good judgement for decision making within prescribed limits. Advocate for Members with an ability to uncover and understand the true need being expressed, to evaluate and propose viable resolution. Assist with department projects, support service initiatives, creating training resources, and provide improvement opportunities for processes or functions. Serve as a mentor for new teammembers by providing peer coaching and beneficial feedback, sharing best practices, assisting with training, modeling the way, and actively recognizing others.

Areas of Responsibility

• Advanced knowledge of account fraud transactions
• Dispute and fraud card claim intake
• Advanced knowledge of credit card functions, interfacing with multiple complex systems.
• Advanced knowledge of debit card functions, interfacing with multiple complex systems.
• Advanced loan account maintenance and recommendations
• Set up and revise electronic payments
• Set up/revise/cancel ACH payments
• Advanced knowledge of specialty products, i.e., Summer Saver, Paycheck Planner, and share certificates
• Advanced knowledge of retirement products
• Facilitate account vesting changes
• Verify Membership eligibility
• Awareness of legal processes, i.e., levies, subpoenas, escheat, fiduciary accounts, etc.
• Advanced knowledge of NCUA share insurance coverage
• Provide next level support for SDR I and SDR II teammembers
• Ability to process international and domestic wire transfers
• Ability to process Secure Message correspondence
• Advanced technical knowledge with eServices and Chat channels, to include troubleshooting, assisting with Zelle and other electronic money transfer systems.

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.

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 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 HiringAt 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.

View the work location information below on the job listing that interests you. 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.