Member Service Representative

About the Role:

The Member Service Representative will proactively work with members to process their financial transactions, provide accurate information and appropriately communicate product and service benefits and features to cross-sell. Perform a variety of duties supporting Branch Operations while adhering to the Credit Union's policies, guidelines and procedures. This position is located at our Scotts Valley branch.

Scheduled Weekly Hours:

40 hours per week; Monday – Saturday rotating Saturday coverage.

What you’ll be doing:

• Promote and maintain a positive image of Bay Federal at all times to all personnel, members, volunteers, vendors, and the community. Consistently meet or exceed Voice of the Member (VOM) scores as established by the Credit Union.

• Accurately process and audit financial transactions including deposits, withdrawals, transfers, payments, cash advances, cashier’s checks, and general ledger entries while maintaining a cash drawer, by consistently adhering to the Cash Handling and Balancing Standards.

• Update and maintain proper member account information. Includes preparing and processing member request forms and updates on the host system.

• Take the initiative to provide dependable, accurate, friendly and reliable service to internal as well as external customers and members.

• Effectively present features and benefits of Bay Federal’s products/services to cross-sell them to our member. Must meet or exceed referral goals set by Credit Union Management.

• Keep the Branch Management team informed in a timely manner of all operations, member service and product-related concerns. Make suggestions, where appropriate, for product and service improvements.

• Identify, investigate and respond to member concerns in a timely manner by interacting with various related departments.

• Perform opening and closing branch duties.

• Assist other branch staff with operational duties as needed.

• Participate in team and group meetings for the purpose of training, discussion and process improvement.

You’re Perfect For This Role If You Have:

• High school diploma or equivalent is required.
• Demonstrated ability to use PC to perform work tasks. Experience using Microsoft Office software, Internet, and Intranet preferred.
• Minimum of six months of experience performing cash handling and member/customer service activities.
• Successful sales experience and/or training is preferred.

Who We Are:

Bay Federal Credit Union was started in 1957 when local school teachers pooled their money together to start a credit union. This original vision and investment has grown into the area’s largest locally-owned financial institution, with nearly $1.6 billion in assets. Today, Bay Federal provides full service financial products and solutions to individuals and businesses in Santa Cruz, Monterey, and San Benito counties.

As a local, member-owned, not-for-profit financial cooperative, we are passionate about contributing to the community and being an integral part of its incredible story. Each year, our employees volunteer their time and donate their money to local non-profits, schools, and events. Our managers serve on local non-profit Boards of Director to be involved, understand challenges, and to make a real difference in the communities we serve.

From our founding as a teacher’s credit union, Bay Federal has continued our commitment to education. We offer annual student scholarships for members and offer a comprehensive array of solutions to support our member's financial wellness. Through online financial education course offerings, solutions for teachers and students, as well as special programs for youth, our financial wellness programs are free and available to the public. This is a small part of our work in creating thriving and vibrant communities!

We look forward to continuing our story, and hope that you will be a part of it!

Perks of Joining Bay Federal Credit Union:

• Rated #1 Credit Union to Work For by CU Journal
• Best Places to Work in the Bay Area (SF Business Times/Silicon Valley Journal)
• 11 Federal Holidays observed as paid days off
• We invest in your professional growth & development by providing access to industry standard webinars, LinkedIn Learning courses, and career tracking. We also partner with Cabrillo College for a 12 week leadership program for up and coming supervisor and manager level employees
• Mac McCormac Employee Scholarship award for $1,500 towards education expenses
• Our hybrid work approach combines the flexibility of remote working with the benefits of bi-annual in-person all staff meetings

Benefits Offered at Bay Federal Credit Union:

• 401k Matching – $1 for $1 company match up to 5% of pay
• Eligibility to participate in annual bonus plan
• Benefits Offered – Medical, Dental, Vision, Life Insurance, and Long Term Disability coverage
• Employee Assistance Program that supports 6 face-to-face sessions per person, per reason, for you and your household
• A wellness program that supports your physical, financial, and emotional health
• Supplemental benefits such as Pet Insurance and Aflac

Bay Federal Credit Union is proud to offer a competitive, robust compensation and benefits package. Bay Federal considers many factors in determining base pay such as experience, education/training, internal peer equity, job location, and other business considerations when extending an offer. For Santa Cruz, CA only, the pay scale Bay Federal reasonably expects to pay for this position is $22 - $23 per hour. Salaries are based on the geographic location in which you live if working remotely.

Bay Federal provides health care benefits, life and disability insurance, paid holidays and 401k with a company match to eligible employees; along with employee paid voluntary benefits. Paid time off is accrued per paycheck for eligible employees at a rate based on your tenure. Leaves of absences are available in adherence with state and federal regulations.

Bay Federal is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law. Bay Federal is at at-will employer.

For CCPA's requirements regarding security practices and procedures, please see our privacy page here (https://www.bayfed.com/privacy). Bay Federal Credit Union takes our obligation to keep our member's data safe and secure and adhere to industry standard best practices