Senior Member Service Representative

3 weeks ago

Folsom, United States Patelco Credit Union Full time

About Patelco Credit Union

We are a not-for-profit credit union dedicated to building financial health and wellbeing for our members.

With over 85 years of experience, 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 service, empowering financial literacy, creating products, and providing new technology for our members.

We believe that work should be rewarding, challenging, and enjoyable. We're dedicated to creating a positive and supportive culture where our team members can thrive.

If you're looking to use your skills and knowledge to make a difference in our members' lives, we could be the perfect fit for you.

Job Summary

As a Senior Member Service Representative in our branches, you will have the chance to make a difference in the lives of every member you serve.

You will be responsible for delivering high-quality service by assessing the Members' needs while processing their transactions efficiently.

Responsibilities

  1. Provide excellent service to our diverse members through prompt, efficient, courteous, and professional interactions.
  2. Analyze members' needs while processing transactions, including cash handling, and provide education and recommendations on products and services that improve their financial health.
  3. Build relationships with members through effective listening, interviewing, and communication skills to determine products and services that benefit their financial well-being.
  4. 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
  5. Engage with new and existing members via follow-up activities, including outbound calls and community engagement events when appropriate.
  6. Partner with branch leadership to maintain operational integrity while mitigating risk, following the standards of the organization.
  7. Work cross-functionally across the organization to assess, handle, and follow through with complex account inquiries, transactions, or member concerns.
  8. Adopt new and existing tools that will enhance the member experience and consultation process.
  9. Exercise informed judgment as appropriate to accommodate members.
  10. Serve as a resource to train new and existing team members as appropriate.
  11. Advocate member adoption of new technology, campaigns, promotions, and digital products.
  12. 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.
  13. Assess risk associated with your business processes and identifying control deficiencies to drive the company compliance and risk mindset and business performance.

Qualifications

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

Compensation

Please note that the salary information is a general guideline only. Patelco Credit Union considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.

We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

Benefits

Physical Health:

Exceptional Medical, Dental, Vision, and Life Insurance benefits

Rewards for completing wellness related activities

Financial Health:

Competitive compensation packages with bonus opportunity

401(k) with 3% Safe Harbor and 5% employer match

Discounts on loan products

Tuition reimbursement

Emotional Health:

Employee Assistance Program (EAP)

PTO for part-time and full-time positions

Paid holidays

Personal Development:

On-the-job training and skills development

Internal transfer opportunities for career growth

Volunteer work

We are an Equal Opportunity Employer

including individuals with disabilities and protected veterans

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