We are hiring a Call Center Representative (Member Care Officer I) who will provide courteous, confidential, and professional service over the telephone. Acts as a financial advisor who creates an exceptional Member experience by identifying and matching credit union products and services to Member needs.

Member Service Hours: Monday to Friday, 9:00AM - 6:00PM & Rotating Saturdays, 8:30AM – 1:30PM

• Based upon business needs, this position will require flexibility to work a varied work schedule, including weekends, during regular business hours .

This is hybrid-remote position based in Anaheim Hills, CA with the opportunity to work 2 days in-office and 3 days working remote from home.

Why Work at CU SoCal?

Besides being a part of a great team that is dedicated to building better lives for our team members and Members, we offer competitive pay, great health benefits and a culture like no other!

CU SoCal is one of the fastest growing credit unions and is more than just a place to work. It’s a place where people come before profit, a place where you can build a career that’s more than a job, and where the work you do has meaning and purpose.

Our Culture and Values

We are a purpose driven organization. Purpose mobilizes people in a way that pursuing profits never will. Our purpose ignites passion within our team members and inspires trust from our Members. This makes a winning combination.

We are more than a place people bank. Our industry is filled with people who can count. At CU SoCal, we are people others can count on.

We work hard, play hard, and laugh along the way. We recognize that every single one of us is a valuable contributor. We have a strong culture of learning and accountability in a collaborative, team environment.

We’re a team of passionate, committed professionals dedicated to the same goal: Build Better Lives Through Exceptional Member Experiences, Every Time.

Minimum Qualifications

• High School Diploma or equivalent.
• 1 year experience in Retail/Customer Service.
• 1 year experience working at a credit union or within the financial services industry.

Preferred Qualifications

• 3+ years’ experience working at a credit union or within the financial services industry.
• Familiarity with Symitar or other similar systems.

Skills and Abilities

• Maintain a positive and professional behavior and image with credit union Members, staff, management, and board.
• Develop sales skills necessary to successfully cross-sell credit union products and services.
• Serves external and internal Members with a sense of urgency.
• Keep all credit union and Member information confidential.
• Establish and maintain effective business relationships with staff in other departments.
• Maintain a working knowledge of policies and procedures necessary to effectively perform job duties.
• Effective communications/Member service skills.
• Typing and 10-key skills.
• Understands and complies with BSA laws/regulations applicable to area of responsibility.
• Ability to use good judgment in setting priorities and carrying out duties under limited supervision.
• Ability to act in a discrete manner in dealing with confidential issues and data.
• Ability to make sound decisions with confidence and gathering facts weighing alternative solutions. Problem solving skills.

Essential Duties and Responsibilities

• Provides exceptional service to both, internal and external Members in a professional, efficient, and friendly manner through multiple channels, determining their needs, and directing them to the proper services and resources for transacting business.
• Handles Member inquiries such as balance inquiries; check clearing; transfers; loan payments; CD rates and address changes, CD maturities; Overdrafts, Auto Pay transfers; file maintenance; and statement questions and/or copy requests.
• Learns and maintains a working knowledge of all Credit Union products, services, and promotions offered (Online Banking, Mobile Banking, Bill Pay, Payroll Deduction, ATM/Debit Card, and ACH) in order to provide consistent and excellent member service on every call.
• Educates members on the value of membership with CU SoCal, cross sell of financial products and services (such as checking accounts, savings accounts, and all Digital platforms.
• Demonstrates excellence in member service to ensure continuous improvement in the Net Promoter Score and Member Satisfaction Survey tied to the credit unions Corporate Scorecard.
• Takes ownership of every member, every time and providing “Start to Finish” member service.
• Coach members in the usage of our technology.
• Complete understanding and active application of our Core4, Mission, Values, and Purpose statements.
• Additional duties and responsibilities as assigned.

We support Pay Transparency and are a pay-for-performance organization that benchmarks base pay to the 50th percentile of market data.

Pay Scale: $17.31 / Mid $19.86 / Max $22.79* an hour

• Actual compensation will be based on geographical location, work experience, education and/or skill level.

CU SoCal is an equal opportunity employer. All decisions are based only on the individual’s qualifications/ability to perform the work. The above statements are intended to describe the essential functions, nature and level or work to be performed as of the document preparation date; they are not intended to be an exhaustive list of all duties and responsibilities. CU SoCal reserves the right to modify this job description at any time, without notice.

We foster an environment and culture where ideas and decisions from all people help us grow, innovate, and fulfill our mission of Building Better Lives.