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Customer Engagement Specialist

2 months ago

Santa Maria, California, United States COASTHILLS FEDERAL CREDIT UNION Full time
Position Overview

SUMMARY

Under the general oversight of the Call Center Supervisor, the Customer Engagement Specialist is tasked with executing a diverse array of banking operations, aiding members with their financial requirements, and proficiently promoting products, services, and solutions. Responsibilities may include assisting members through Interactive Teller Machines (ITM). This role is pivotal in fostering and upholding a favorable reputation for CoastHills Federal Credit Union.

KEY RESPONSIBILITIES

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all functions, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.

  1. Initiates new memberships and share accounts while managing account closures.
  2. Facilitates member services by executing fundamental banking transactions such as deposits, withdrawals, transfers, and loan payments in accordance with the Office Procedures Manual (OPM).
  3. Processes transaction requests received via telephone and mail.
  4. Handles authorized account charges efficiently.
  5. Manages stop payments, revokes authorizations, processes check orders, bank wires, money orders, and other related services.
  6. Proactively addresses member inquiries and requests utilizing comprehensive product knowledge.
  7. Authorizes transactions within designated limits.
  8. Actively promotes and cross-sells Credit Union services, products, programs, and investment opportunities.
  9. Assists members in completing necessary forms and documentation.
  10. Resolves discrepancies and member concerns promptly.
  11. Maintains accurate cash and coin balances while ensuring appropriate cash levels.
  12. Contributes to the training of new staff within the branch.
  13. Stays informed on Credit Union policies, procedures, and services.
  14. Performs additional duties as assigned by management and may be required to work at any branch.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience

At least one year of experience in customer service and/or cash handling within a retail or banking context.

Certificates, Licenses and Registrations

None required.

Knowledge

Within six months of employment:

  • Successful completion of core competencies certification.
  • Understanding of branch operational activities and basic lending practices and policies.
  • Successful completion of Member Services Officer Level 2 certification.

Other Skills and Abilities

Successful completion of pre-employment assessments.

Proficient in operating various office equipment and machines.

Willingness to travel and participate in training and meetings at different locations.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the essential functions of this job, the employee:

  • Occasionally (up to 3 hours per workday)
  • Frequently (3 - 6 hours per workday)
  • Regularly (more than 6 hours per workday)

Engages in the following activities:

  • Sits
  • Stands
  • Walks
  • Bends neck or waist
  • Twists neck or waist
  • Stoops or kneels
  • Uses hands to finger, handle, or grasp
  • Repetitively uses fingers
  • Reaches, pulls, or pushes below shoulder level
  • Reaches, pulls, or pushes above shoulder level
  • Lifts and carries 11 to 25 pounds
  • Talks
  • Hears
  • Sees
  • Drives a vehicle

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Working Condition: The worker is not substantially exposed to adverse environmental conditions.

Mobility: Moderate

Noise Level: Moderate

AFFIRMATIVE ACTION/EEO STATEMENT:

CoastHills is an Equal Opportunity/Affirmative Action employer. We will consider all qualified applicants for employment without regard to race, color, religion, ancestry, gender, pregnancy, sex, sexual orientation, transitioning status, gender identity, gender expression, national origin, age, genetic information, military and veteran status, marital status, medical condition, mental disability, physical disability, or any other basis protected by local, state, or federal law.

For our EEO Policy Statement, please refer to our official documentation. If you'd like more information on your EEO rights under the law, please consult the appropriate resources.