Overview

The Member Service Support Representative is responsible for the structure, design, and implementation of the organization’s operational procedures in support of the member experience. Supports Branch and Call Center staff through the successful execution of back office retail support processes. Integral part of the Service Support team, the Service Support Representative is responsible for carrying out various functions to support the Member Experience channel.

About Frontwave Credit Union:

Frontwave Credit Union is a member-owned not-for-profit financial institution serving San Diego, Riverside, and San Bernardino counties. Founded in 1952, we have grown to 13 branches with 120,000 members and manage over a billion in assets. At Frontwave Credit Union, we are focused on creating consumer solutions to provide our members and the communities we serve with products and services that enhance the quality of life for our members through exceptional service and the progressive application of technology.

What’s In It For You:

Competitive pay, 401k matching, mortgage and auto discounts.

9-27 days of PTO per year (based on tenure) and 10 paid holidays.

Affordable medical, dental, vision health plans, and Flexible Spending Account.

Employee Assistance Program with a variety of services.

Career development, training, and coaching, mentoring; tuition reimbursement up to $4,000/year.

Culture of excellence and continuous improvement.

We strive to be the best place you’ve ever worked!

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Includes the following non-inclusive list. Other duties may be assigned. All duties are to be performed in compliance with applicable laws, regulations, and Credit Union policies and procedures to ensure quality Member Service.

• Consistently delivers exceptional internal and external team and retail service support via phone, text, mail or email based on the needs of the team and/or members.
• Train, general support and guidance for all aspects of member transactions to ensure following of the credit union policies and procedures is consistent no matter of the channel the member is engaging with.
• Identifies areas of improvement to increase efficiency, minimize losses, ensure compliance with policies, procedures, regulation and assist in the development of front-line training programs.
• Works with minimal amount of supervision and direction and is expected to take reasonable actions necessary to carry out the assigned responsibilities of the position, provided that such action is consistent with cost-effective practices and internal protocol
• Responsible for requests from both teams (Branches and Call Center) and members relating but not excluded to the following responsibilities
• Help desk for all branches and call center employees to guide them on any member and team impacting items that are related to the operations of the credit union.
• Review, management and due diligence of vendor management and contracts including renewals, cancellations and new partnerships to streamline processes, increase efficiency and improve service to internal and external teams.
• Testing of all core and non-core systems, including piloting, technical writing, workflow management and roll-out alongside cross-functional teams.
• Additional duties may be assigned to this role based on the department and needs of the credit union.
• Train, general support and guidance for all aspects of member transactions to ensure following of the credit union policies and procedures is consistent no matter of the channel the member is engaging with.
• Identifies areas of improvement with policies and procedures/job aids to ensure compliance. Updates policies and procedures/job aids under the guidance of the manager.
• Processes online memberships and provides an exceptional experience to members with the goal of expanding their financial relationship to make the credit union the primary financial institution.
• Perform all other duties as assigned by management

Qualifications

EDUCATION and/or EXPERIENCE:

Associate’s Degree in Business, Finance, or Communications

3 years of experience in financial institution retail operations

5 years proven experience in a financial institution

Equivalent combination of education and experience

Salary Range-$ 20.88/hr-31.32/hr

Service Excellence Standards

When joining Frontwave Credit Union, you can expect to be a part of a workforce committed to the following Service Excellence standards: • We see it. We own it. We get it done. • We ignite positive experiences. • We do things right every time. • We are collaborators - united, cohesive and engaged • We innovate and evolve. • We create memorable experiences for life. • We starts with me.