Member Service Representative

About Us:

Kaiperm is a rapidly growing, not-for-profit financial institution based in Walnut Creek, California. We exclusively serve employees, retirees, and volunteers of Kaiser Permanente and their family members in California and Hawaii. Guided by our founding principle—people helping people—we are dedicated to delivering trusted, convenient, comprehensive, and lifelong financial relationships.

Why Work With Us?

We offer a comprehensive benefits package to support your health, wealth, and work-life balance, including:

· Fully paid health insurance premiums for employees

· Quality medical, dental, and vision care coverage

· 401(k) matching up to 5% of salary

· Flexible spending account

· Life insurance

· Tuition reimbursement

· Incentive and bonus programs

· Generous paid time off and paid holidays

· Educational reimbursements

· Employee discounts on consumer loans

· Rewards and recognition programs

Our Mission:

Dedicated to delivering trusted, convenient, comprehensive and lifelong financial relationships, exclusively for employees, doctors and their family members of The Kaiser Permanente Family.

Our Vision:

Helping members of the KP families thrive financially for life.

Full Job Description:

Are you enthusiastic, positive, and someone who loves to help people? As a Member Service Representative (MSR) at Kaiperm, you will work on your professional goals while helping our members achieve their financial goals. Our MSRs provide excellent member service and enhance the value of our products and services.

General Summary:

The MSR is essential to Kaiperm’s mission by aligning job responsibilities with our core purpose, values, and goals. Under general supervision, this role involves building strong member relationships, educating members about our products and services, and performing various direct member contact functions.

What You’ll Do:

Essential Job Duties:

· Support the mission, vision, and values of the Credit Union.

· Adhere to Credit Union policies, procedures, compliance, safety, and security standards.

· Maintain expert knowledge of Credit Union products/services, procedures, and membership requirements.

· Build member relationships to meet service standards and work performance expectations.

· Identify opportunities and effectively cross-sell products/services that meet member needs.

· Promote marketing campaigns and educate members on their benefits.

· Engage in follow-up communication regarding new accounts and service requests.

· Provide excellent service to members, including opening/closing accounts, processing loans, and performing transactions.

· Resolve member inquiries and problems professionally and promptly.

· Manage and balance cash drawer and secure negotiables.

· Serve in dual control capacity for operational tasks.

· Complete required reports and records accurately and promptly.

· Prepare documents for filing, scanning, or archiving.

· Assist with Vault and ATM duties as needed.

· Help members with Online Banking and third-party applications.

Qualifications:

Kaiperm is an Equal Opportunity Employer committed to inclusion and diversity.

Education:

· High School diploma, GED, or equivalent experience (required).

· Some college preferred but not required.

Experience:

· Banking: 1 year minimum

· Customer Service: 1 year minimum

· Prior cash handling experience is strongly desired.

Knowledge, Skills & Abilities:

· Excellent customer service and sales skills.

· Strong verbal and written communication skills.

· Thorough knowledge of Credit Union products/services, procedures, and membership requirements.

· Knowledge of applicable regulations.

· Ability to read, speak, and write clearly.

· Excellent interpersonal skills, trust, diplomacy, courtesy, and tact.

· Strong problem-solving skills and analytical ability.

· Attention to detail and accuracy.

· Logical reasoning and decision-making skills.

· Strong organizational, planning, and follow-up skills.

· Flexibility and adaptability to change.

· Ability to manage multiple tasks and projects.

· Ability to resolve conflicts and miscommunications.

· Solid math skills.

· Proficiency in MS Office (Word, Excel, Outlook).

Physical Requirements:

· Prolonged sitting with occasional movements throughout the day.

· Corrected vision and hearing within the normal range.

· May require lifting up to 15 pounds.

· Sufficient manual dexterity to operate standard office equipment.

Application Process:

Interested candidates are encouraged to apply by submitting their resume and a cover letter detailing their qualifications and experience. We look forward to welcoming a dedicated and enthusiastic individual to our team!

Work Location: In person

Apply now and join a team that is passionate about helping members of the KP family thrive financially for life!

Job Type: Full-time

Pay: $17.55 - $21.63 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) 5% Match
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Banking: 1 year (Required)
• Customer service: 1 year (Required)

Work Location: In person

Salary : $18 - $22