Member Service Center Representative; Call Center

Redwood Credit Union is looking for a Part Time (24 to 25 hours per week) Member Service Center Representative, who will perform routine and specialized telephone requests and back‑office work associated with the Member Service Center in processing Member transactions.

• Answer the telephone within established performance and service guidelines
• Complete phone transactions accurately and efficiently
• Disseminate and provide education of lending, CUSO and membership information to callers
• Ensure problem ownership in an effort to protect the Member experience by researching Member problems, complaints and questions. Responding with thorough, and accurate information through oral and/or written communication, or by directing them to the appropriate department or person for assistance
• Provide basic level technical support of our online and Mobile banking platforms
• Deliver excellent Member service by implementing Credit Union policy and departmental procedures and following RCU service philosophy and standards

• Attain individual and departmental goals and objectives as established in the MSC performance standards
• Cross-sells Credit Union products and services
• Demonstrate efficiency by maintaining professional control of member conversation, and follow accurate procedures

• Post and balance daily work and maintain proper documentation
• Utilize online manuals and knowledge repository as a resource
• Complete departmental and back‑office tasks as assigned including typing routine letters and/or documents
• Compile data and complete work related to departmental reports
• Maintain files, post records, make and check routine calculations
• Perform all functions in a security conscientious manner
• Attend department meetings and contribute information as is appropriate

At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well‑being of our Members through better rates, low or no fees, and best‑in‑class customer service. Our purpose is to inspire hope and elevate the financial well‑being of our communities one person at a time, through good times and bad.

As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well‑being for all.

• 27th largest credit union in the U.S. and the largest financial institution based in the North Bay
• Awarded a 5-Star Rating based on 6/30/24 financial data by Bauer Financial
• Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 2025"
• Recognized by Newsweek as one of "America's Best Credit Unions 2026"
• Top Corporate Philanthropists (#24) - San Francisco Business Times
• Voted Best Places to Work in the North Bay 20 years in a row
• World-class Employee Engagement scores
• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate
• Industry leading Net Promoter Scores across the U.S.

• Knowledge of modern office methods, practices and procedures
• Skill in the operation of a personal computer with Internet and Intranet access in a Windows environment
• Must possess demonstrated Member service skills
• Ability to cross‑sell products and services to meet Member needs
• Ability to make mathematical computations
• Ability to type 40 words per minute
• Ability to communicate effectively both verbally and in writing
• Ability to establish and maintain effective working relationships with a diverse group of people
• Ability to work a rotating schedule which will include working on Saturdays

The ideal candidate has a combination of education and experience equivalent to a high school diploma or closely related field and a minimum of two years of call center, retail or…