Senior Member Service Center Representative (Sales)

Job Description

Job Description

California Coast Credit Union takes pride in promoting financial prosperity to our members while continuously delivering stellar service! We are passionate about cultivating relationships within the educational and business communities and take a very active role in community activities.

We offer beautiful surroundings and foster a positive work / life balance. Cal Coast is in tune to what's important to our valued employees. Our workplace Wellness Program provides opportunities for health, wellness and fun as does our Employee Activity Program. We boast of our employee friendly culture and our positive environment which supports recognition and rewards. Come be a part of our family!

If you share the same interests and passions and possess the right credentials, then read on to find out more :

JOB OBJECTIVE :

This position is accountable for assisting the Member Service Center (MSC) Manager with providing exceptional service meeting organizational goals, staff development, implementation of policies and procedures and embracing the credit union’s Mission, Vision and Values.

DIMENSIONS :

Service Goals : Meet / exceed a 4.00 overall service rating, as per established service standards.

Departmental Goals : Meet / exceed established sales / service / ASA goals.

Member Support : Approximately 166,000 credit union members.

SUPERVISORY RESPONSIBILITIES :

This position reports directly to the Member Service Center Supervisor, or Assistant Manager or Manager. No employees report directly to this position.

NATURE & SCOPE :

• Mentors employees to achieve individual, department and credit union goals. Acts as an informational resource and provides guidance, motivation, training and direction to other employees. Assists staff on procedures, policies and training issues as appropriate.
• Answers member calls in all queues and escalated staff calls.
• May monitor queues to ensure prompt service to members.
• Performs wide range of operational and lending transactions.
• Answers escalated staff calls and backs up answering member calls.
• May perform one-on-one phone observations and provides feedback to staff and management.
• May opens / close department as required.
• Approves transactions, within assigned limits.
• Opens new accounts, promotes products and services, and meets individual and department goals.
• Processes consumer and real estate loans.
• Provides support with eServices.
• Recommends departmental and credit union efficiencies.
• Assists with complex transactions and products and services. Resolves member issues by utilizing appropriate resources.
• Ensures member correspondence is professional and accurate.
• Identifies questionable or suspicious transaction activity, reporting it to management in order to protect the credit union from potential losses. Performs necessary steps to ensure BSA / AML compliance to reduce risk to the credit union.
• Ensures department is compliant with internal audit procedures. Performs necessary steps to ensure BSA / AML compliance to reduce risk to the credit union.
• Exercises discretion and independent decision-making to ensure growth and soundness of the credit union.
• Adheres to credit union policies and procedures.
• Performs other relevant and related duties as required.

EDUCATION, SKILLS, & ABILITIES :

The Eight Superpowers

1. Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.

2. Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.

3. Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.

4. Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles.

5. Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.

6. Applies creative problem-solving to provide clarity, handle resources under one’s control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers.

7. Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to : national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company’s success.

8. Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.

Other Education, Skills, and Abilities

MAJOR ACCOUNTABILITIES :

PHYSICAL REQUIREMENTS :

of continuous sitting.

ENVIRONMENTAL CONDITIONS :

Note : Staff is expected to perform various tasks, projects and administrative duties as assigned.

Management reserves the right to assign or change duties and tasks to this position at their discretion.

Salary Range (hourly)

27.0947 - $33.8684

Salary : $27 - $34