Member Support Representative

Chevron Federal Credit Union 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 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
• Tuition reimbursement

We are currently seeking talented individuals for future opportunities!

• Answer calls in the general workgroup and provide information to members and potential members on Credit Union membership, products and services and other pertinent Credit Union information.
• Process basic non-cash financial transactions, such as share and loan transfers, loan payments, loan advances, fee reversals, and check disbursements.
• Process basic account maintenance transaction, including but not limited to address changes and other contact information, stop payments, wire transfers, ATM and Debit Cards, and resetting passwords. Send members information and forms via DocuSign.
• Handle basic internet and mobile banking requests, including but not limited to password changes, multi-layer authentication changes and bill payment inquiries.
• Generate member interest in Credit Union Products and Services, making referrals when appropriate.
• Research information to resolve member requests and concerns, working closely with supervisors and other departments.  Escalate issues in a timely manner to ensure service level agreements are met.
• Track trends and system issues to ensure accurate reporting 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.

• Perform outbound service calls for afterhours calls and solar loan welcome calls
• Complete required security and regulatory online training modules
• Stays current with eMails, Knowledgebase, and Intranet content
• Perform other duties as assigned by Call Center Manger

• Maintain complete confidentiality of member, employee, and Credit Union information.
• A high percentage of attendance is also an essential function of this position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 1 to 2 years’ Call Center, Teller or Retail experience required.
• High school diploma, GED or equivalent.
• Equivalent combination of education and experience may substitute for stated qualifications.

• Ability to write effectively in English using correct spelling and grammar.
• Ability to speak clearly, tactfully, and effectively in English, appropriately using empathy, courtesy, and professionalism.
• 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.
• Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, Excel, and Zoom. Moderate keyboard skills at 40 wpm.
• Familiar with Customer Relationship Management (CRM), database and document storage systems.

• 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.