Call Center Rep - Anaheim - job 746873

Credit Union of Southern California

Date: 05/05/2021

City: Anaheim, California

Employment type: Full-time

Job Summary:

The Member Care Officer 1 provides courteous, confidential and professional SERVICE OVER THE PHONE. Acts as a financial advisor who creates an exceptional Member experience by identifying and matching credit union products and services to Member needs.
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.


  • Coaches members in the usage of our technology.


  • Adhere to all credit union policies and procedure.

Qualifications:

  • Required: High school diploma or equivalent.


  • On-line data processing experience.


  • Teller experience.


  • 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.


  • Proficient in Outlook, Word, and Excel


  • Familiarity with Symitar or other similar systems are a plus.






At Credit Union of Southern California, we believe when your talents are aligned with your work and you’re passionate about the difference you make, you don’t work a day in your life. A Credit Union of Southern California career is a journey that starts with a positive, productive, and engaging workplace where team members are valued and respected.




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. The Credit Union of Southern California is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status or any other basis prohibited by federal, state or local law. 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.




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