Contact Center Representative (Member Care Officer I)

Description We are hiring Contact Center Representatives (Member Care Officer I) to deliver courteous, confidential, and professional telephone service. In this financial advisory role, you will create an exceptional Member experience by matching credit union products and services to Member needs. Member Care Hours*: Monday–Friday, 9:00 a.m.–6:00 p.m.; Saturday, 8:15 a.m.–1:00 p.m. This full-time position requires availability Monday–Friday, 8:00 a.m.–6:00 p.m., and rotating Saturdays, 8:15 a.m.–1:00 p.m. *Business needs may require a varied schedule during regular business hours, including rotating Saturdays. Based in Anaheim Hills, CA , this position offers a hybrid-remote schedule once you demonstrate proficiency, meet the requirements for each phase, and successfully complete the training program. The schedule includes at least two days in the office, with the remaining days worked from home. Training and Attendance Expectations New hires will participate in a 12-week training program with a minimum of 8-weeks in-person. Consistent attendance during the Introductory Period is a critical expectation due to the onboarding program which is intentionally sequenced to build knowledge, skill, confidence, and performance readiness. CU SoCal is a Gallup Exceptional Workplace Award Recipient In 2026, Credit Union of Southern California (CU SoCal) was once again honored with the Gallup Exceptional Workplace Award, marking our third consecutive win and ranking us among the top workplaces worldwide for outstanding employee engagement. The CU SoCal culture fosters Building Better Lives for our Members, personal development, open communication, and genuine care for each other. We prioritize C.A.R.E. 4: professional competence, positive attitude, relationship building, and eager service to others. If you're passionate about making a difference and want to be part of a dynamic team, Requirements Minimum Qualifications High School Diploma or equivalent. 1+ years' experience in Retail/Customer Service. Preferred Qualifications Associate degree or equivalent experience. 3+ years' experience working at a credit union or within the financial services industry. Familiarity with Symitar or other similar systems. Knowledge, Skills and Abilities Maintain a positive and professional behavior and image with credit union Members, staff, management, and board. Develop sales skills necessary to successfully cross-sell credit union products and services. Serves external and internal Members with a sense of urgency. Keep all credit union and Member information confidential. Establish and maintain effective business relationships with staff in other departments. Maintain a working knowledge of policies and procedures necessary to effectively perform job duties. Effective communications/Member service skills. Typing and 10-key skills. Understands and complies with BSA laws/regulations applicable to area of responsibility. Ability to use good judgment in setting priorities and carrying out duties under limited supervision. Ability to act in a discrete manner in dealing with confidential issues and data. Ability to make sound decisions with confidence and gathering facts weighing alternative solutions. Problem solving skills. Essential Duties and Responsibilities Provides exceptional service to both, internal and external Members in a professional, efficient, and friendly manner through multiple channels, determining their needs, and directing them to the proper services and resources for transacting business. Handles Member inquiries such as balance inquiries; check clearing; transfers; loan payments; CD rates and address changes, CD maturities; Overdrafts, Auto Pay transfers; file maintenance; and statement questions and/or copy requests. Learns and maintains a working knowledge of all Credit Union products, services, and promotions offered (Online Banking, Mobile Banking, Bill Pay, Payroll Deduction, ATM/Debit Card, and ACH) in order to provide consistent and excellent member service on every call. Educates Members on the value of Membership with CU SoCal, cross sell of financial products and services (such as checking accounts, savings accounts, and all Digital platforms. Demonstrates excellence in Member service to ensure continuous improvement in the Net Promoter Score and Member Satisfaction Survey tied to the credit unions Corporate Scorecard. Takes ownership of every Member, every time and providing “Start to Finish” Member service. Coach Members in the usage of our technology. Complete understanding and active application the C.A.R.E. 4 Guide expectations and the Brand Communications Standards Accountability Philosophy. Must be able and available to work a “hybrid” schedule, per business operations requirement, as needed. Additional duties and responsibilities, as assigned. We support Pay Transparency and are a pay-for-performance organization that benchmarks base pay to the 50th percentile of market data. Pay range: $21.00–$23.00 an hour* *Actual compensation will be based on geographical location, work experience, education and/or skill level. CU SoCal is an equal opportunity employer. All decisions are based only on the individual’s qualifications/ability to perform the work. The above statements are intended to describe the essential functions, nature and level or work to be performed as of the document preparation date; they are not intended to be an exhaustive list of all duties and responsibilities. CU SoCal reserves the right to modify this job description at any time, without notice. We foster an environment and culture where ideas and decisions from all people help us grow, innovate, and fulfill our mission of Building Better Lives. #J-18808-Ljbffr CU SoCal