Member Service Rep ,II,III

Member Service Rep I,II,III – Cal Coast Credit Union

This position is responsible for delivering exceptional member service in a call center environment, processing transactions, addressing member requests, and cross‑selling financial products in accordance with club policies and quality standards.

Meet or exceed a 4.00 overall service rating, as per established service standards.

Meet or exceed established monthly/annual sales goals.

• Consumer/Real Estate loan referral annual goal: 700
• Earned sales incentive monthly goal: $20 minimum
• Checking accounts opened annual goal: 50
• Additional referral requirements: auto buying service, investment products, and credit union promotional products and services
• Additional sales requirements: e‑statements, bill pay, and direct deposit

Provide service to approximately 140,000 credit union members.

• This position reports directly to the Member Service Center Assistant Manager or Member Service Center Supervisor. No employees report directly to this position.

• Processes member transactions and performs account file maintenance.
• Handles member issues and inquiries.
• Identifies cross‑selling opportunities and refers members to Specialist I‑II.
• Meets/exceeds established monthly/annual sales and service goals.
• Maintains knowledge of all products, services, policies and procedures.
• Follows quality service standards to ensure exceptional service.
• Addresses difficult member situations and resolves them positively.
• Reports suspicious transaction activity to management to protect the credit union.
• Performs end‑of‑day balancing, opening and closing procedures and other side jobs as assigned.
• Is knowledgeable on all FSCC policies and procedures unique to a Service Center environment.
• Performs other relevant duties as required.

• Has thorough knowledge of all products, services, policies and procedures.
• Quotes deposit rates and membership eligibility.
• Is knowledgeable in automated services.
• Provides online banking and bill pay support.

• Demonstrates proven sales and service goals.
• Serves as backup for processing consumer loans and opening new accounts.

• Provides leadership through modeling behaviors and introducing new ideas.
• Demonstrates empathy, self‑reflection and behavioral adjustment.
• Practices active listening to understand, not just respond.
• Shows grit, persisting in applying knowledge to achieve goals.
• Is self‑motivated and driven to meet objectives, timelines, and quality measures.
• Applies creative problem‑solving to handle resources and stressful situations.
• Values diverse perspectives and encourages collaboration.
• Shows appreciation for the unique qualities and experiences of others.

• A high school diploma or equivalent is desired.
• Member Service Representative I: 1 year of previous customer service experience.
• Member Service Representative II: 1 year experience in a financial institution, including sales and service; call center experience preferred.
• Member Service Representative III: 2 years experience in a financial institution with proven sales and service performance; call center experience preferred.
• Excellent communication skills; sound judgment and attention to detail.
• Previous experience with Microsoft Windows applications is preferred.
• Ability to appear for work on time, follow directions, interact effectively with coworkers, and accept constructive criticism.
• Ability to operate standard business machines such as computer, printer, fax, copier, and telephonic devices.

• Process member transactions and requests accurately and timely.
• Present a friendly, outgoing, and positive demeanor.
• Ensure sales and service goals are met.
• Refer members to appropriate staff for sales opportunities.
• Adhere to key and dual‑control policies and procedures.
• Adhere to security and robbery procedures.
• Comply with all other policies and procedures.

• Excellent ability to communicate verbally and in writing.
• Ability to tolerate continuous periods of sitting.

• Work performed primarily within a cubicle office setting with standard background noise of a call center environment.

• Member Service Rep I – $18.00–$20.02 per hour
• Member Service Rep II – $19.00–$22.02 per hour
• Member Service Rep III – $20.00–$24.69 per hour

Entry level

Full‑time

Other

Banking