Member Service Center Phone Representative 1

JOB TITLE: MEMBER SERVICE CENTER PHONE REPRESENTATIVE 1

General Summary:
Under general supervision, but in line with established policies and procedures, provides a variety of service functions in an
office setting. Provides a broad range of Credit Union services to members via incoming telephone calls, secure email, and
online chat. Prepares and processes transaction requests received such as transfers, closing accounts. Respond to member
inquires and requests such as: duplicate statements/copies of checks, payment/deposit research, quote payoffs on loans.
Assists with general Credit Union information relating to savings rates, loan rates, Visa, checking accounts, etc. Member
Service Center Representative will be someone who is resourceful, organized, possess good communication skills, and a
willingness to learn.

Responsibilities:

§ Is accountable for representing the credit union to the members in a courteous, efficient, professional manner,
and for providing prompt, and accurate service in processing transactions.

§ Assist with all online services, answering phones to assist members with services issues.
§ Understand, adheres, and comply with all applicable federal and state laws and banking regulations including

those related to OFAC, Bank Secrecy Act/Anti-Money Laundering compliance.
§ Remain up-to-date and on Credit Union products, services, and related policies, procedure, rules, and regulations.
§ Assist branches when call for assistance.
§ Respond to members email request/inquiries.
§ Process payments, order checks, ATM and Debit Cards.
§ Works with Chat.
§ Process Apple Pay Requests, Research Statements, Bill Pay inquires.
§ Performs related duties as assigned by supervisor.

Desired Skills and Experience:

§ Can demonstrate active learning skills, ownership, and empathy in providing a customer with the service they
need.

§ A well-organized, self-starter who takes initiative, ownership, and responsibility.
§ Ability to follow instruction and integrate changes in instructions effectively.
§ Excellent communication skills, both oral and written
§ Must be organized, thorough, and great with time-management.
§ Communicate and present complex information effectively on the telephone demonstrating a professional tone,

voice inflection and intonation.

Position:

§ Full Time
§ Hourly Range: $18.26 - $22.55

This Job Description is not a complete statement of all duties and responsibilities comprising this position. Job descriptions are
not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees
can be terminated for any reason not prohibited by law.

1st Nor Cal is committed to creating and maintaining a workplace in which all employees have an opportunity to participate
and contribute to the success of the business and are valued for their skills, experience, and perspectives. We are an equal
opportunity employer and do not discriminate on the basis of race/color, national origin/ethnicity, religion, age, disability or
any other status protected under federal, state, or local laws. Equal employment opportunity applies to all areas of
employment.

1111 Pine Street, Martinez, CA 94553 | (888) 387-8632 | www.1stnorcalcu.org

How to Apply:

• Online application at www.1stnorcalcu.org/employment
• OR email stating why you are interested in the position and attach your resume and application to

1111 Pine Street
Martinez, CA 94553

1111 Pine Street, Martinez, CA 94553 | (888) 387-8632 | www.1stnorcalcu.org