Overview

General Summary:

The Member Services Representative - Member Engagement is responsible for receiving incoming calls in a prompt and polite manner; providing high quality service to California Credit Union members. Responsibilities include responding to product, operations, and policy inquiries. Resolve complaints in an accurate, timely and professional manner, with the highest level of integrity and service.

Responsibilities

Principal Accountabilities:

Provide prompt and accurate information to members regarding accounts, Credit Union products, services, and promotions. Offers and cross-sells Credit Union products and services to meet member needs. Effectively responds to member’s questions and/or concerns. Follow procedures pertaining to specific requests such as, wire transfers, check orders, ATM & Debit Card processing, lost/stolen cashier’s checks, share, and loan accounts. Maintain a working knowledge and understanding of all audit and compliance regulations.

Secondary Accountabilities:

Performs other duties as assigned.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

Qualifications

Requirements:

• High School Diploma or equivalent.
• 12 – 18 months of customer service and/or call center experience in a credit union or similar financial institution.
• Ability to work with minimal supervision to accomplish tasks.
• Ability to take ownership of responsibilities and follow-up in a timely manner.
• Excellent verbal and written communication skills.
• Basic computer skills.