Works alternately in two member service environments, Branch and Call Center, to deliver highly accurate, consistent, friendly and professional service. Responsible for processing financial transactions, responding to inquiries, fulfilling requests, and troubleshooting concerns. Determine member needs and recommend products and services by having conversations to deepen member relationships. Effectively and accurately utilize Credit Union's systems and resources. Specialized Essential Job Functi... more details
Chevron Federal Credit Union is one of the top-run credit unions in the country – and one of the largest, with over $4.8 billion in assets. Yet our corporate culture is not stuffy: the Team Spirit Committee runs fun activities and charitable events throughout the year, and work-life balance, mutual respect, diversity, and providing a voice for every employee are all important to us. As you might imagine, we provide competitive pay and great benefits, including:
- Bonus/incentives for all regular employees
- 401(k) with 8% company contribution
- Medical, dental, and vision insurance for employees and dependents paid at 80%
- PTO and paid sabbaticals
- Volunteer time off
- Tuition reimbursement
GENERAL SUMMARY: Works alternately in two member service environments, Branch and Call Center, to deliver highly accurate, consistent, friendly and professional service. Responsible for processing financial transactions, responding to inquiries, fulfilling requests, and troubleshooting concerns. Determine member needs and recommend products and services by having conversations to deepen member relationships. Effectively and accurately utilize Credit Union’s systems and resources.
Specialized Essential Job Function
Member Service Responsibilities: - Perform general and vault teller functions such as: receiving and cashing checks and cash for deposits, examining checks for endorsements, accepting and processing loan payments, cashing checks, and paying out money.
- Keep records of money and negotiable instruments involved in financial transactions, entering transactions into computer.
- Balance currency, coin, and checks.
- Process non-monetary mail transactions including deposit verifications, address changes, check orders, statement questions, requests for copies, etc.
- Process membership applications and collect initial deposits.
- As needed, remove deposits, count, and balance, and replenish cash in automated teller machines and express drop boxes.
- Identify member needs by reviewing account data and promote new and additional products and services to enhance members’ financial satisfaction. Complete a member profile questionnaire during member interactions.
- Identify sales prospects and follow up on leads to adhere to both individual and branch sales targets as assigned.
- Participate in Business Development events and actively solicit new memberships and promote additional products and services to existing members.
- Provide information on all Credit Union services, counsel members and prospective members in person or by phone on membership requirements, and provide information on all savings and consumer loan products.
- Recognize and identify member’s deposit and loan needs demonstrating through understanding of all consumer loan products.
- Perform daily branch duties and responsibilities as assigned by Manager.
- Assist with monthly audits and review branch reports as assigned.
Core Call Center Functions: - Assess caller needs and provide information to members and potential members on Credit Union membership, products and services and other pertinent Credit Union information.
- Handle complex member requests and work in multiple workgroups, including Lending, ATM/Debit Card, Online/Mobile Banking, Foreign Currency, Wires and Outbound Service Calls.
- Process all financial and account maintenance transactions performed by the Call Center such as fee reversals, transfers, check disbursements, loan payments, address and contact updates, check orders, stop payments, overdraft protection options and automatic payment solutions. Proficient in sending information and form requests via secure electronic methods.
- Proactively engage member interest in Credit Union Products and Services. Demonstrate a strong working knowledge and create the opportunity to make referrals or opening additional accounts.
- Ability to educate members regarding how to reach financial goals, complex procedures, and self-serve options.
- Trouble-shoot and resolve member issues within assigned authority, using resources available to ensure service level agreements are met. Escalate concerns when necessary to appropriate individuals in a timely manner, serving as the member advocate.
- Identify trends and system issues impacting members and report to appropriate lines of business and management.
- Adhere to security and confidentiality protocols, operational procedures, and best practice guidelines.
- Document member interactions accurately and clearly in our Customer Relationship Management system.
Other Call Center Functions: - Complete required security and regulatory online training modules
- Stays current with emails, Knowledgebase, and Intranet content
- Train other agents and assist with answering questions on zoom
Perform other duties as assigned by Call Center Manager |
FURTHER ESSENTIAL JOB FUNCTIONS
- Maintain complete confidentiality of member, employee, and Credit Union information.
- A high percentage of attendance is also an essential function of this position.
QUALIFICATION REQUIREMENTS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION, JOB EXPERIENCE and CERTIFICATION:
- 1 to 2 years’ branch, call center, related financial services or customer service experience required.
- High school diploma, GED or equivalent.
- Equivalent combination of education and experience may substitute for stated qualifications.
- Financial Services experience preferred.
KNOWLEDGE and SKILLS:
- Ability to write effectively in English using correct spelling and grammar.
- Ability to speak clearly, tactfully, and effectively in English. Ability to effectively communicate empathy.
- Excellent listening skills with the ability to reflectively respond.
- Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key.
- Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, and Excel. Moderate keyboard skills at 40 wpm.
- Excellent customer service skills.
PERSONAL ATTRIBUTES and APTITUDES:
- Impeccably high integrity.
- Willingness to take responsibility for his/her actions and respond promptly.
- Ability to learn quickly and adapt to change; ability to quickly learn specialized applications.
- Initiative and self-direction.
- Ability to effectively communicate with people at all levels.
- Ability to work effectively with others as required by the position.
- Sound problem-solving and decision-making ability, including the ability to prioritize.
- Ability to efficiently produce a significant volume of high-quality work.
PHYSICAL DEMANDS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Work involves extensive use of computers, up to eight hours per day. Appropriate visual, dexterity and other physical abilities are required.
- May include occasional pushing, pulling, or carrying objects weighing up to 20 pounds.
- Must be able to speak on the telephone.
SALARY AND BENEFITS:
Salary is based on qualifications and geographical location (Zone). Benefit information can be located on our Careers page here: https://www.chevronfcu.org/about-us/careers
Pay Range: $45,320 - $62,315
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:
Chevron Federal Credit Union (CFCU) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status. CFCU participates in E-Verify.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 800-232-8101 for assistance.
CFCU Is CPRA Compliant for California Employees and Applicants, to review the Notice at Collection, click here. To submit a request, please refer to the Careers page for the CPRA Request Form.
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