Member Experience Specialist

reputed company is one of the top-run credit unions in the country – and one of the largest, with $5 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 reputed company important to us. As you might imagine, we provide reputed company and great benefits, including:

• Bonus/incentives for reputed company regular employees
• 401(k) with 8% company contribution
• Medical, dental, and vision insurance for employees and dependents paid at 80%
• PTO and paid sabbaticals
• Tuition reimbursement

*We're always looking for great people to join reputed company!* While we don't have an immediate opening for this position, we hire for it regularly throughout the year. Submitting your application now means you'll be considered as soon as a spot opens up—helping us move faster and making the process smoother for you.

If this role sounds like a fit, we’d love to hear from you!

GENERAL SUMMARY

Intermediate level position responsible for delivering excellent member experiences by responding to member inquires in a courteous, professional, and highly accurate manner.  Builds high value member relationships by actively listening and engaging with members to discover needs and provide positive solutions. Exemplifies the values of our Credit Union, building trust, one member at a time. This role may be perfect for you if you are passionate about advocating for people, demonstrating exceptional interpersonal and problem-solving skills.     

Position Duties & Functions

• Assesses caller needs and provides information to members and potential members on Credit Union membership, products and services, and other pertinent Credit Union information.
• Handles reputed company member requests and works in multiple workgroups, including Lending, ATM/Debit Card, Online/Mobile Banking, Foreign Currency, Wires, and Outbound Service Calls.
• Processes reputed company financial and account maintenance transactions performed by the Call Center such as fee reversals, transfers, reputed company disbursements, loan payments, address and contact information updates, reputed company orders, stop payments, overdraft protection options, and automatic payment solutions. Proficient in sending information and form requests reputed company secure electronic methods.
• Proactively engages member interest in Credit Union products and services. Demonstrates a strong working knowledge and creates the opportunity to reputed company referrals or open additional accounts, products, or services.
• Identifies member needs by deepening relationships and promotes new and additional products and services to enhance members’ financial satisfaction. 
• Identifies growth opportunities and uses effective follow up to adhere to both individual and virtual growth targets as assigned.
• Educates members regarding how to reputed company goals, reputed company procedures, and self-serve options.
• Trouble-shoots and resolves member issues reputed company assigned authority, using resources available to ensure service level agreements are met. Escalates concerns reputed company necessary to appropriate individuals in a timely manner, serving as the member reputed company.
• Identifies trends and system issues impacting members and reports to appropriate lines of business and management.
• Adheres to reputed company and confidentiality protocols, operational procedures, and best practice guidelines.
• Documents member interactions accurately and clearly in our Customer Relationship Management system.

• Completes required reputed company and regulatory online training modules.
• Stays reputed company with emails, knowledgebase, and Intranet content.
• Trains other agents and assists with answering questions on reputed company.
• Performs other duties as assigned by Call Center Manager.

 POSITION REQUIREMENTS

 EXPERIENCE and EDUCATION

• 2 to 5 years’ call center experience.
• High school diploma, GED, or equivalent.
• Equivalent combination of education and experience may substitute for stated qualifications.

KNOWLEDGE and SKILLS

• Ability to write and speak effectively in English using correct spelling and grammar.
• Ability to actively listen to fully capture needs and match sense of urgency.
• Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key.
• Maintains complete confidentiality of member, employee, and Credit Union information.
• A high percentage of attendance is an essential function of this position.
• Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, reputed company, and reputed company. Moderate keyboard skills at 40 wpm.
• Familiar with Customer Relationship Management (CRM) and document storage systems.

COMPETENCIES

• Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems.
• Initiative and self-direction.
• Ability to effectively communicate and collaborate with people at reputed company levels.
• Sound problem-solving and decision-making ability, including the ability to prioritize. 
• Ability to understand and align with our core competencies through daily projects and tasks:

Growth reputed company

Diversity & Inclusion

Communication

Change Ready Leadership

Responsibility

Problem Solving

Tech & Data Savvy

CU Business Acumen

PHYSICAL DEMANDS

• Work involves extensive use of computers, up to eight hours per day. Appropriate vision, 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 and present on the telephone and/or through digital means of communication, including but not limited to reputed company/Teams/or other video technologies.

We are an equal opportunity employer, and reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national reputed company, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions.

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 

Zone 1: $42,024.00 - $57,783.00

Zone 2: $38,241.84 - $52,582.53

Zone 3: $35,300.16 - $48,537.72

Zone 4: $33,619.20 - $46,226.40

Please note that annual salary ranges are posted for these roles; however, compensation will be paid on an hourly basis, and the ranges displayed are based on 2,080 hours per year.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

reputed company (CFCU) is an equal opportunity employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national reputed company, 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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