Service Delivery Representative III

Schoolsfirst-Federal-Credit-Union; Tustin (CA); On-site; USD 35,187,000 - 51,033,000; Part time

Job summary

SchoolsFirst FCU is seeking a Service Delivery Representative III for our Tustin Contact Center to handle member inquiries across eServices, Chat, and Secure Message channels with world-class service.

You will perform account transactions, resolve issues, and promote convenient access to accounts while maintaining confidentiality and fraud awareness. A High School Diploma or GED and 3-5 years of related experience are required.

Qualifications

• High School Diploma or GED required.
• 3–5 years of related experience preferred.
• Excellent communication and problem-solving skills.
• Ability to work across multiple channels and promote member access.

Responsibilities

• Serve as the Members' first channel of contact across channels.
• Handle account transactions and respond to inquiries with accuracy.
• Collaborate with other departments to resolve complex issues.
• Maintain confidentiality and detect potential fraud during transactions.
• Mentor junior team members and share best practices.

Skills

Empathy

Active listening

Communication

Problem-solving

Attention to detail

Education

High School Diploma or GED

Tools

eServices platform

Chat channels

Secure Message

Job description

We’re always looking for diverse, talented, service-oriented people to join our exceptional team.Service Delivery Representative IIIThe pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.Pay Range:$24.56 - $35.62Scheduled Weekly Hours:20We are excited to share that SchoolsFirst FCU is hosting a HIRING EVENT for part-time (20-30 hours) Service Delivery Representative III positions for our Tustin Contact Center located at 15222 Del Amo Avenue, Tustin, CA 92780.Our hiring event will begin August 24, 2026, through September 4, 2026. If you or someone you know is ready to take that next step and join a culture of excellence, then we invite you to apply below.If selected, you will have the opportunity to virtually connect with our recruiters and be considered to join our Dream Team! Please remember to dress to impress and have your most up-to-date resume ready.What You’ll Be DoingTo 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 transactionsDispute and fraud card claim intakeAdvanced 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 recommendationsSet up and revise electronic paymentsSet up/revise/cancel ACH paymentsAdvanced knowledge of specialty products, i.e., Summer Saver, Paycheck Planner, and share certificatesAdvanced knowledge of retirement productsFacilitate account vesting changesVerify Membership eligibilityAwareness of legal processes, i.e., levies, subpoenas, escheat, fiduciary accounts, etc.Advanced knowledge of NCUA share insurance coverageProvide next level support for SDR I and SDR II teammembersAbility to process international and domestic wire transfersAbility to process Secure Message correspondenceAdvanced technical knowledge with eServices and Chat channels, to include troubleshooting, assisting with Zelle and other electronic money transfer systems.Additional Job FunctionsPerforms other duties as assignedComplies 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 actionsQualificationsHigh School Diploma or GED required3-5 years of prior related experience requiredKnowledge, Skills, and AbilitiesEssential communication skills include empathizing, being engaging, focused, and attentive, using reflective listening, and asking open-ended questions to build connections and be a trusted advisorListens without interruptingAsks questions to clarify and verify informationRecaps transaction to ensure understandingIdentifies essential informationEnters information quicklyDisplays expected level of accuracySummarizes transaction clearly and conciselyUses correct terminologyProblem-solving skillsSchoolsFirst 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.