Senior Member Service Representative

6 days ago

Folsom California, United States Patelco Credit Union Full time
About Patelco Credit Union

Patelco Credit Union is a not-for-profit financial institution dedicated to building financial health and wellbeing for our members. With a rich history dating back to 1936, we have grown from $500 in assets to over $9 billion in assets and are the 7th largest credit union in California with branches throughout Northern California.

We are committed to delivering exceptional service, empowering financial literacy, creating innovative products, and providing cutting-edge technology for our members. Our team is passionate about creating a positive and supportive culture where our employees can thrive.

Job Summary

As a Senior Member Service Representative in our branches, you will have the opportunity to make a meaningful impact in the lives of every member you serve. You will be responsible for delivering high-quality service by assessing members' needs while processing their transactions efficiently.

Key Responsibilities
  • Provide exceptional service to our diverse members through prompt, efficient, courteous, and professional interactions.
  • Analyze members' needs while processing transactions, including cash handling, and provide education and recommendations on products and services that improve their financial health.
  • Build relationships with members through effective listening, interviewing, and communication skills to determine products and services that benefit their financial wellbeing.
  • Open accounts and submit simple loan applications for new and existing members after conducting a thorough needs assessment to determine the appropriate product(s) or service(s) that help them achieve financial freedom.
  • Engage with new and existing members via follow-up activities, including outbound calls and community engagement events when appropriate.
  • Partner with branch leadership to maintain operational integrity while mitigating risk, following the standards of the organization.
  • Work cross-functionally across the organization to assess, handle, and follow through with complex account inquiries, transactions, or member concerns.
  • Adopt new and existing tools that will enhance the member experience and consultation process.
  • Exercise informed judgment as appropriate to accommodate members.
  • Serve as a resource to train new and existing team members as appropriate.
  • Advocate member adoption of new technology, campaigns, promotions, and digital products.
  • Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union's policies and procedures.
  • Assess risk associated with your business processes and identifying control deficiencies to drive the company compliance and risk mindset and business performance.
Requirements
  • Minimum 1-2 years of prior customer service experience within the financial services, food industry, hospitality, or retail environment required.
  • Excellent verbal, written, and social communication skills.
  • Ability to be professional and understanding in all interactions.
  • Willingness and ability to be flexible and adapt to changing job requirements.
  • Passion for providing exceptional service, integrity, and resourcefulness.
  • Eagerness to learn and a drive for continuous improvement.
  • Savvy with PCs, email, and proficient in all Microsoft Office suite of products.
  • Some evenings and Saturdays are required.
  • Minimum of a High School Diploma/GED.
  • Must be willing to travel.

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