Dispatch Center Representative I (DCR; Floater)

Status: Non-Exempt/Full-Time

Location: Cerritos

Reports To: Dispatch Center Manager

Level: Non-Management

Job Summary:

This position is a back-office representative of POPA Federal Credit Union, whose main responsibility is to interact and develop long term profitable relationships with our members by determining the member's financial needs and presenting and selling the member on the best financial solution for them via telephone and electronic communications. The DCR I will serve as a liaison between the member and the Credit Union; provide account information by phone, as well as information on the full range of products and services; has the ability to identify and cross-sell multiple products and services; as deem necessary by management, may require to float to POPA FCU branch locations periodically to fill staffing needs; open accounts for members, interview, and professionally handle the member’s daily needs; provide a variety of transaction services to members including loan processing, closing, and disbursal.

Essential Job Functions:

• Project a professional and positive image of the Credit Union at all times.
• Handle large call volume, while providing excellent member service at all times.
• Assist members with a wide range of transactions, card issues, fraud disputes, general loan and account inquiries in person, via telephone, mail and/or email.
• Perform member transactions which include but are not limited to: posting deposits and withdrawals (including sizeable cash payments), check cashing, loan payments, transfers, issuance of Cashier Checks/Credit Union checks.
• Maintain confidentiality of Credit Union and member records during and after employment with POPA FCU.
• Balance cash, checks and perform all end-of-closing functions in accordance with Credit Union policies and procedures.
• Respond to members’ inquiries, requests, and problems/complaints by resolving the issues directly and/or directing them to the appropriate person for specific information and assistance.
• Open various new accounts and service existing accounts; set up new account files and provide members with all necessary information for membership.
• Process member transactions efficiently, accurately and in a timely manner including opening consumer loan applications, funding loans and completing all (required) related documentation. Responsible for the quality and accuracy of all worked performed.
• Perform various account file maintenances (e.g. account data changes, account closures, check orders, card orders, overriding online lockouts for online services, etc.).
• Assist and educate members on account products including share certificates, savings, and checking accounts.
• Process incoming mail (e.g. deposits, account updates, etc.)
• Process check orders, stop payments, fraud claims, photocopy orders, signature cards and other counter forms.
• Promote Credit Union products and services based on member’s needs that are obtained from member interviews and/or review of member’s account; expectations include meeting minimum goals set by the department.
• Maintain current knowledge of Credit Union’s products, services, and marketing promotions.
• Travel to other POPA FCU branches periodically, to fill staffing needs at all branch locations. Must have a valid driver’s license and own reliable mode of transportation.
• Service and balance ATM and coin machines (as applicable).
• Process applications for consumer loans.
• Create, process, and fund loans.
• Comply with all applicable laws, regulations, and Credit Union policies and procedures, and ensure compliance with all governing regulations, including but not limited to: Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), Truth-in Savings and Fair Credit Lending Practices.

All other duties as assigned or requested by Branch Manager. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills and Abilities:

• High School degree or equivalent.
• Minimum of 1-year member services experience in a Credit Union or, financial institution is highly desirable.
• Demonstrated strong verbal and written communication skills.
• Demonstrated computer proficiency within a Windows environment. Must be able to routinely perform work on a computer for an average of 6-8 hours per day
• Basic math skills required.
• Availability for any branch assignment is required
• Previous consumer lending experience is highly desirable.
• Ability to work independently or within a team to accomplish goals and objectives.
• Ability to provide meticulous attention to detail, and concern for accuracy and consistency in results.
• Ability to read, analyze, and interpret procedures, or governmental regulations.
• Ability to write business correspondence.
• Must be bondable. May be required to qualify as a notary public.
• Must be able to effectively handle multiple, simultaneous and changing priorities.
• Must be able to operate routine branch equipment including telephone, copier, facsimile, cash recycler, coin machine, and ATM.
• Must be capable of regular, reliable and timely attendance.
• Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) Laws and Regulations, as they pertain to federal guidelines and internal policies and procedures.
• Must complete compliance training to ensure adherence to legal and regulatory requirements, including security awareness and BSA training.

Physical Demands and Work Environment:

The physical demands described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to bend, sit,and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 30 lbs. Must be capable of climbing/descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals, keyboards, telephones, copiers, facsimiles, TCRs, ATMs, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger) to visit other branch locations. Must be capable of regular, reliable, and timely attendance. The employee is frequently required to talk or hear, walk, reach with hands and arms; and stoop, or kneel. Specific vision abilities required to by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Working Conditions:

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

Mental and/or Emotional Requirements:

The employee must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and conduct various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively manage multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.

Job Type: Full-time

Pay: $20.16 - $30.23 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• member service: 1 year (Preferred)

Ability to Commute:

• Cerritos, CA (Required)

Ability to Relocate:

• Cerritos, CA: Relocate before starting work (Required)

Work Location: In person