Service Delivery Rep I/II

Mô tả công việc

For more than 80 years, SchoolsFirst Federal Credit Union has remained rooted in the philosophy of “people helping people.”  Today, SchoolsFirst FCU is the nation’s largest educational credit union, with more than 600,000 Members, $10 billion in assets, and over 40 service locations in Southern California. Originally based in Orange County, the credit union now operates in 10 counties throughout Southern California, providing school employees and their families with World-Class Personal Service and financial security’  Position Summary:SchoolsFirst Federal Credit Union is looking for a Service Delivery Representative. This position serves Members by supporting multiple contact channels, primarily via telephone and by providing World Class Personal Member Service on every contact, while completing transactions or providing information on Credit Union products and services. Position Schedule: Must be fully flexible to work 5 hour shifts Monday - Saturday.Essential Job Functions:Serving the Membership over the telephone by processing Member transactions and providing product and service information, while supporting multiple call queues. This includes but is not limited to:May communicate with Members using electronic correspondence.Assisting the department by completing projects and reports.Providing suggestions for streamlining department and credit union operations.Assisting the department with the training of new and existing teammembers and serves as a role model.Advocate for our Members and be willingly to escalate calls as appropriate and or solicit help as needed.Delivering World Class Personal Member Service professionally and efficiently, while contributing to department goals on Quality Control and Contact Center service objectives.Maintains confidentiality of credit union and Member records.Performing various file maintenance including processing requests for a change of address, check orders, and ordering ATM cards, etc.Informing Members of credit union promotions and/or new products and services.Performing advanced research on accounts and identifies and corrects Member account problems.Having a working knowledge of credit union savings and loan products and all services.Providing consultative services to Members regarding credit union products and services by assessing the Member's needs and addressing their concerns by gaining agreement.Providing additional area of expertise on one or more advanced queues, such as loans, retirement, real estate, foreign language or e-services queue.Demonstrating empathy to our Member’s needs on each and every Member interaction.All teammembers must comply with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions.Performs other related duties as assigned or requested. Knowledge/Education/Years of ExperienceHigh School Diploma1-3 years of related experience requiredBilingual in Spanish/Vietnamese preferredContact center or finance experienced preferred Complete Benefits Package:100% company paid medical, dental, and vision100% matched 401K (dollar for dollar, up to 6%)Paid holidays, vacation, sick days, and personal leave100% paid life and disability insuranceAmazing discounts on Sprint and AT&T servicesContingency child care programEducational assistant programEmployee assistance program0% interest loans for laser eye surgery, computer, and wardrobe loans24 hour fitness discountsVPI pet insuranceMembership for you and your immediate familySchoolsFirst Federal Credit Union is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibits discrimination against all individuals based on their race, color, religion, sex, or national origin.SchoolsFirst FCU is committed to fostering, cultivating and preserving a culture of diversity and inclusion. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our teammembers invest in their work represents a significant part of not only our culture, but our reputation and the ability to work effectively with a diverse Membership base.