Member Service Center Phone Representative 3

JOB TITLE: MEMBER SERVICE CENTER PHONE REPRESENTATIVE 3

General Summary:
Under limited 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. Help members requests by telephone, by mail, or electronic media. Completes basic data entry required to
execute basic transactions. Trouble shoots VISA and ATM card problems. Initiates new card orders, reissue requests,
lost/stolen reports. Review branch level reports and work exceptions, correcting errors. This position requires a
comprehensive knowledge and understanding of the following Bank Secrecy Act forms and procedures: OFAC– _checking,
processing, and reporting hits or false positives, SARs – _monitoring and reporting suspicious activity. 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.

Principal Responsibilities and Duties:

§ 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.
§ Cross-sells credit union services. Must understand and be able to explain such matters as various types of accounts

and services including certificates, individual retirement accounts, ATM cards, debit cards, audio response service,
payroll deduction, electronic fund transfer, interest rates, and so forth.

§ Working daily reports (examples are, ATM deposit report, Token report, card issues report, fraud alert reports).
§ Process foreign currency transaction and institution to institution transfers.
§ Process Remote Deposit Capture and balance C21.
§ Research, analyze, and gather information necessary to make informed decisions related to member requests up

to MSC Representative III approval limits.
§ Be a resource to train new and existing team members as assigned.
§ Performs related duties as assigned by Supervisor.

Desired Skills and Experience:

§ 3-4 Years of Banking/Credit Union experience preferred.
§ Can demonstrate active learning skills, and empathy in providing members with services needed.
§ Experience with basic IRA transactions.
§ Experience inputting bank wires.
§ Ability to demonstrate effective interpersonal skills to represent the Credit Union in a positive and professional

manner.
§ Ability to effectively present oral and written communication.
§ Ability to work both independently and within a team environment.
§ Must be able to multi-task and be detailed oriented.
§ Ability to operate an on-line terminal and other standard office equipment.

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

Position:

§ Full Time
§ Hourly Range: $23.38 - $27.27

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.

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