Member Services Rep

6 days ago

Pleasanton, United States Ultimate Staffing Full time
  • Member Support: Provide exceptional service to credit union members via phone, email, or in-person interactions, addressing account inquiries, resolving issues, and offering assistance with credit union products and services.
  • Account Management: Assist members with managing their accounts, including checking, savings, loans, credit cards, and other services, while ensuring accuracy in account updates and transactions.
  • Transaction Assistance: Help members with account-related transactions such as deposits, withdrawals, transfers, loan payments, and inquiries about balances or statements.
  • Problem Resolution: Resolve member issues related to account discrepancies, fees, loan questions, or other concerns, ensuring timely and effective solutions.
  • Member Education: Educate members on credit union services, including loan products, credit building tools, digital banking, and membership benefits to help them make informed financial decisions.
  • Account Maintenance: Process membership applications, updates, and closures, and help members navigate online banking platforms, ATM services, and mobile apps.
  • Loan Support: Assist with loan applications, providing information on rates, terms, and eligibility, and directing members to loan officers for more complex inquiries.
  • Promote Products and Services: Cross-sell credit union products such as savings accounts, auto loans, mortgages, credit cards, and insurance products to meet members' financial needs and contribute to organizational growth.
  • Collaboration: Work closely with other departments (e.g., loan officers, mortgage specialists, compliance) to ensure seamless service delivery and effective problem resolution.
  • Compliance and Security: Ensure all member interactions comply with credit union policies, regulations, and security protocols, including identity verification and confidentiality standards.
  • Data Entry and Record-Keeping: Accurately document member interactions, process requests, and update member information in the credit union's systems.
  • Member Retention: Engage members in retention activities, such as follow-up calls or satisfaction surveys, to ensure a high level of member loyalty and satisfaction.
  • Performance Goals: Meet or exceed key performance metrics related to service levels, response time, issue resolution, and member satisfaction.
  • Continuous Learning: Stay informed about credit union products, services, and industry regulations to ensure up-to-date knowledge and provide accurate information to members.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

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