Member Service Rep I,II,III

Job Description

Job Description

California Coast Credit Union takes pride in promoting financial prosperity to our members while continuously delivering stellar service! We are passionate about cultivating relationships within the educational and business communities and take a very active role in community activities.

We offer beautiful surroundings and foster a positive work/life balance. Cal Coast is in tune to what's important to our valued employees. Our workplace Wellness Program provides opportunities for health, wellness and fun as does our Employee Activity Program. We boast of our employee friendly culture and our positive environment which supports recognition and rewards. Come be a part of our family!

If you share the same interests and passions and possess the right credentials, then read on to find out more:

JOB OBJECTIVE:

This position is accountable for providing exceptional service in a call center environment, with a focus on processing transactions, member requests and referring financial products and services.  Adheres to the credit union’s policies, procedures and quality service standards.

DIMENSIONS:

Service Goals: Meet/exceed a 4.00 overall service rating, as per established service standards.
Sales Expectations: Meet/exceed established monthly/annual sales goals
o Consumer/Real Estate loan referral annual goal: 700
o Earned sales incentive monthly goal:  $20 minimum
o Checking accounts opened annual goal:  50
o Additional referral requirements:  auto buying service, investment products, and credit union promotional products and services
o Additional sales requirements:  e-statements, bill pay, and direct deposit  
Member Support: Approximately 140,000 credit union members

SUPERVISORY RESPONSIBILITIES:

• This position reports directly to the Member Service Center Assistant Manager or Member Service Center Supervisor. No employees report directly to this position.

NATURE & SCOPE:

Member Service Representative I

• Processes member transactions.  Performs account file maintenance, handles member issues and inquires.

• Identifies cross-selling opportunities, referring members to Member Service Center Specialist I-II.

• Meets/exceeds established monthly/annual sales and service goals.  

• Maintains knowledge of all products and services, policies and procedures.

• Follows quality service standards to ensure exceptional quality service is provided.

• Addresses difficult member situations and resolves in a positive manner.

• Identifies questionable or suspicious transaction activity, reporting it to management in order to protect the credit union from potential losses.  Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit union.

• Assists with end of day balancing, opening and closing procedures and other side jobs as assigned.

• FSCC - Knowledgeable on all FSCC Policies and Procedures that are unique to a Service Center environment. This includes transaction processing and limitations, hold requirements, service standards, restrictions, etc.

• Performs other relevant duties as required.

Member Service Representative II (Must be competent at the level of a Member Service Representative I), in addition:

o Thorough knowledge of all products and services, policies and procedures.

o Quotes deposit rates and membership eligibility.

o Knowledgeable in automated services.

o Provides on-line banking and bill pay support.