Member Service Representative

1 month ago

Brea, United States AdelFi Credit Union Full time

Summary:

Engages with existing or prospective members, using a consultative approach, regarding their service requests and membership inquiries. Engagement may include information about membership qualification, deposit products and features, Individual Retirement Accounts, negotiated certificate rates, foreign currency transactions, debit cards, credit card applications and requests, wire transactions, bill payment services, online banking, and providing solutions to member service issues. Responsibilities include maintaining accurate account records and making changes or corrections to those records, capturing key relationship information to internal software systems as required, meeting individual performance metrics assigned, and supporting the achievement of team, department and enterprise goals.

Qualifications:

An individual must be bondable and have the ability to perform each essential duty 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.

The ideal team player in this position must possess competence in the technical areas of the function as well as demonstrate the following virtues:

· Humble – lack excessive ego or concerns about status; share credit, emphasize team over self, and define success collectively rather than individually.

· Hungry – always looking for more to do, more to learn, more responsibility; rarely needs to be pushed because they are self-motivated and diligent.

· Smart – emotionally intelligent and have common sense about people, good judgement and intuition around subtleties of group dynamics and the impact of their words and actions.

Knowledge:

· Proficient with software applications including Microsoft Office suite, as well as web browsers.

· In-depth understanding and working knowledge of applicable state and federal laws pertaining to financial institutions, specifically credit unions.

· Thorough understanding of Regulations D, DD, and E.

Essential Duties and Responsibilities:

1. Determines the needs of the member by telephone, email and occasionally in-person interactions, and offers appropriate product, service, transaction or informational support as to how the individual, ministry, or business might be best served.

2. Ensures that routine service requests are processed, and any error corrections are resolved, within the timeframes specified by department service level agreements.

3. Routes member requests for miscellaneous services, new services, research, and maintenance using internal forms and established procedures. Consults and follows up with other units as needed to ensure member satisfaction. Escalates unresolved issues to supervisor.

4. Provides limited technical or “help desk” support for members using online banking. Escalates more complex requests for technical support to an online banking subject matter expert, or to the appropriate support team, within department guidelines.

5. Supports department and corporate goals for deposit retention, new deposits, and the sale of new products and/or services, as assigned. Supports the introduction of new products and services by using opportunities to educate members about product enhancements, new products, or new services.

6. Captures and accurately inputs customer relationship information into internal software systems as required. Uses activity codes to identify purpose of incoming and outbound calls.

7. Documents complaints, and escalates to supervisor as needed. Identifies possible loss exposure to AdelFi and promptly escalates to supervisor. Immediately escalates complaints regarding alleged AdelFi violation, or failure to comply with any Federal or state banking law or regulation, to a supervisor or manager.

8. Routinely contacts members regarding maturing certificates, overdrafts, or other account issues, as assigned. Initiates member contact to proactively investigate unusual card or account activity, or to clarify written instructions received. Escalates issues involving possible fraud or unauthorized activity involving member accounts to supervisor or manager.

9. Responsible for compliance with Member Information and Data Security Policy.

10. May be assigned to complete additional training and certification to act as Notary Public. May be assigned to complete additional training and certification to act as consumer loan processor. May be assigned to complete additional training and certification to act as a Consumer Loan Officer I or Consumer Loan Officer II, subject to AdelFi Board approval.

11. Responsible for identifying and reporting unusual and suspicious activity under the requirements of the BSA/Anti-Money Laundering Act.

12. Responsible for compliance with OFAC/USA PATRIOT Act and the Customer Identification Program as applicable to position.

13. Other duties as appropriate.

Education and/or Experience:

High school diploma or General Education Degree (G.E.D.); Associates degree preferred. Two years customer service or call center experience in a bank, credit union or other financial services company.

Work Location and Schedule

Work is performed onsite and/or approved remote site; occasional meetings in the office may be required. Monday to Friday 8:00am-5:00pm PST (occasional overtime may be required).

  • Member Service

    4 days ago

    Brea, United States American First Credit Union Full time

    **MEMBER SERVICE (CONTACT CENTER) REPRESENTATIVE** American First Credit Union is honored to be a recipient of the Peter Barron Stark Workplace Excellence Award for highest associate satisfaction! As an American First Associate, you’ll play a vital role in serving the community while enjoying a rewarding career. We are a $1 Billion financial institution...

  • Client Services Representative

    2 weeks ago

    Brea, United States Service Champions Inc Full time

    Job DescriptionJob DescriptionService Champions is a #1 Industry Leader in Plumbing, Heating and Air Conditioning. We are driven by our 7 Core Values: Integrity, Respect, Compassion, Punctuality, Teamwork, Enthusiasm, and Accountability, as well as our “Good Deeds for Free" brand promise. As the largest residential service provider in California, we...

  • Client Services Representative

    1 week ago

    Brea, United States Service Champions Inc Full time

    Job DescriptionJob DescriptionService Champions is a #1 Industry Leader in Plumbing, Heating and Air Conditioning. We are driven by our 7 Core Values: Integrity, Respect, Compassion, Punctuality, Teamwork, Enthusiasm, and Accountability, as well as our “Good Deeds for Free" brand promise. As the largest residential service provider in California, we...

  • Client Services Representative

    3 weeks ago

    Brea, United States Service Champions Inc Full time

    Job DescriptionJob DescriptionService Champions is the largest Heating, Plumbing and Air Conditioning company in Southern California, driven by our 7 Core Values: Integrity, Respect, Compassion, Punctuality, Teamwork, Enthusiasm, and Accountability. We value our employees and provide a motivating working environment where your efforts are recognized and...

  • Real Estate Servicing Representative

    2 weeks ago

    Brea, United States American First Credit Union Full time

    **Real Estate Servicing Representative** American First Credit Union is honored to be a recipient of the **_Peter Barron Stark Workplace Excellence Award_**_ _for highest associate satisfaction! As an American First Associate, you’ll play a vital role in serving the community while enjoying a rewarding career. We are a $1 Billion financial institution...

  • Call Center Representative

    1 week ago

    Brea, United States Providence Health & Service Full time

    Under the direction of the Supervisor, Call Center, the Call Center Rep supports the Call Center Team and internal departments by advocating on behalf of members and helps them navigate through the managed care system. This position is responsible fo Call Center, Representative, Engagement, Patient, County, Customer Service, Technology, Healthcare

  • Plumbing Sales Representative

    1 week ago

    Brea, United States Service Champions Inc Full time

    **Paid Training!!!** Headquartered in Orange County, CA, **Service Champions** is a premier provider of essential home services specializing in heating, air conditioning and plumbing services. We’re driven by our 7 Core Values: Integrity, Respect, Compassion, Punctuality, Teamwork, Enthusiasm, and Accountability, as well as our “Good Deeds for Free"...

  • Customer Service Representative

    4 weeks ago

    Brea, United States Solugenix Full time

    Job DescriptionJob DescriptionCustomer Service RepresentativePositions available in Brea, CAFull Time Employee, $16-18 hourlyMAKE A DIFFERENCE AND GROW A CAREER WITH US!Your superior customer service and empathetic skills along with a keen troubleshooting and problem-solving mindset will be challenged and rewarded while collaborating with team members that...

  • Customer Service Representative

    1 week ago

    Brea, United States Solugenix Full time

    Job DescriptionJob DescriptionCustomer Service RepresentativePositions available in Brea, CAFull Time Employee, $16-18 hourlyMAKE A DIFFERENCE AND GROW A CAREER WITH US!Your superior customer service and empathetic skills along with a keen troubleshooting and problem-solving mindset will be challenged and rewarded while collaborating with team members that...

  • Customer Service Representative

    3 weeks ago

    Brea, United States AST Sportswear Inc. Full time

    Job DescriptionJob Description AST Sportswear is a well-established and rapidly growing apparel manufacturer who is looking for an experienced customer service representative in Orange County. If you have experience as a customer service representative, can maintain excellent relationships with different accounts, and build new relationships, this is the...

  • Advice Representative

    3 weeks ago

    Brea, United States Providence Health & Service Full time

    Description Under the direction of the Supervisor, Nurse Advice Line, the Nurse Advice Line Representative for the Nurse Advice Line is responsible for the management of incoming Nurse Advice calls. Provides clerical functions which support the Nurse Advice Line staff and management. Refers callers to community resource, health class, and/or physician...

  • Guest Service Representative

    3 weeks ago

    Brea, United States Extended Stay America Brea Full time

    Benefits/Perks Flexible Scheduling Career Advancement Opportunities Competitive Compensation Job Summary We are looking for a customer-focused Guest Service Representative to join our team! You are the face of our hotel, leaving both a first and last impression on all our guests. As the Guest Service Representative, you will assist customers with checking in...

  • Guest Service Representative

    3 weeks ago

    Brea, United States Extended Stay America Brea Full time

    Benefits/Perks Flexible Scheduling Career Advancement Opportunities Competitive Compensation Job Summary We are looking for a customer-focused Guest Service Representative to join our team! You are the face of our hotel, leaving both a first and last impression on all our guests. As the Guest Service Representative, you will assist customers with checking in...

  • Medical Customer Service Representative

    3 weeks ago

    Brea, United States Meduit Full time

    WHAT WE DO: Meduit is seeking a Call Center representative at our Brea California office. If you are goal driven, hard-working, and have excellent communication or customer service skills, we invite you to apply with us today! This is an exciting opportunity for someone seeking experience in medical billing and complex claims investigation. Ideal candidates...

  • Medical Customer Service Representative

    1 week ago

    Brea, United States Meduit Full time

    WHAT WE DO: Meduit is seeking a Call Center representative at our Brea California office. If you are goal driven, hard-working, and have excellent communication or customer service skills, we invite you to apply with us today! This is an exciting opportunity for someone seeking experience in medical billing and complex claims investigation. Ideal candidates...

  • Customer Service Representative

    2 weeks ago

    Brea, United States Pella Corporation Full time

    **Responsibilities/Accountabilities (include but are not limited to)**: - Meet customer needs by diagnosing service issues; processing service requests; scheduling service appointments based on customer product, time and labor requirements; providing quotes to customers; ordering necessary service parts - Must research and troubleshoot product issues from...

  • Customer Service Representative

    3 days ago

    Brea, United States Orora Packaging Solutions Full time

    **The Role**: Orora Manufactured Packaged Products is seeking a Customer Service Representative for our Fullerton, CA and/or Brea, CA location. - This position will report to the:Customer Service Manager - FLSA Status**:Non-exempt **What You’ll be Responsible For in this Role** In this role you will be the first point of contact representing the company...

  • Plumbing Sales Representative

    2 weeks ago

    Brea, United States Service Champions Inc Full time

    Job DescriptionJob DescriptionService Champions is a #1 Industry Leader in Plumbing, Heating and Air Conditioning. We are driven by our 7 Core Values: Integrity, Respect, Compassion, Punctuality, Teamwork, Enthusiasm, and Accountability, as well as our “Good Deeds for Free" brand promise. As the largest residential service provider in California, we...

  • Customer Service Representative

    3 weeks ago

    Brea, United States Pella Full time

    ** Customer Service Representative** **** New * Primary job responsibility is to gather information via incoming calls and emails from customers in order to quickly, professionally and accurately answer any and all questions regarding product and service issues. * Meet customer needs by diagnosing service issues; processing service requests; scheduling...

  • Customer Service Representative

    1 week ago

    Brea, United States Pella Full time

    ** Customer Service Representative** **** New * Primary job responsibility is to gather information via incoming calls and emails from customers in order to quickly, professionally and accurately answer any and all questions regarding product and service issues. * Meet customer needs by diagnosing service issues; processing service requests; scheduling...