Chevron Federal Credit Union is one of the top-run credit unions in the country – and one of the largest, with $5 billion in assets. Yet our corporate culture is not stuffy: the Team Spirit Committee runs fun activities and charitable events throughout the year, and work-life balance, mutual respect, diversity, and providing a voice for every employee are all important to us. As you might imagine, we provide competitive pay and great benefits, including:
- Bonus/incentives for all regular employees
- 401(k) with 8% company contribution
- Medical, dental, and vision insurance for employees and dependents paid at 80%
- PTO and paid sabbaticals
- Tuition reimbursement
GENERAL SUMMARY
Works alternately in two member service environments, branch and Call Center, to deliver highly accurate, consistent, friendly, and professional service. Responsible for processing financial transactions, responding to inquiries, fulfilling requests, and troubleshooting concerns. Determines member needs and recommends products and services by having conversations to deepen member relationships. Effectively and accurately utilize Credit Union’s systems and resources.
Position Duties & Functions
Member Services Responsibilities
- Performs general and vault teller functions such as receiving and cashing checks and cash for deposits, examining checks for endorsements, accepting and processing loan payments, cashing checks, and paying out money.
- Keeps records of money and negotiable instruments involved in financial transactions, entering transactions into computer.
- Balances currency, coin, and checks.
- Processes non-monetary mail transactions including deposit verifications, address changes, check orders, statement questions, requests for copies, etc.
- Processes membership applications and collects initial deposits.
- As needed, removes deposits, counts and balances, and replenishes cash in automated teller machines and express drop boxes.
- Identifies member needs by reviewing account data and promotes new and additional products and services to enhance members’ financial satisfaction. Completes a member profile questionnaire during member interactions.
- Identifies sales prospects and follows up on leads to adhere to both individual and branch sales targets as assigned.
- Participates in Business Development events and actively solicits new memberships and promotes additional products and services to existing members.
- Provides information on all Credit Union services, counsels members and prospective members in person or by phone on membership requirements and provides information on all savings and consumer loan products.
- Recognizes and identifies member’s deposit and loan needs demonstrating through understanding of all consumer loan products.
- Performs daily branch duties and responsibilities as assigned by manager.
- Assists with monthly audits and reviews branch reports as assigned.
Core Call Center Functions
- Assesses caller needs and provides information to members and potential members on Credit Union membership, products and services, and other pertinent Credit Union information.
- Handles complex member requests and works in multiple workgroups, including Lending, ATM/Debit Card, Online/Mobile Banking, Foreign Currency, Wires and Outbound Service Calls.
- Processes all financial and account maintenance transactions performed by the Call Center such as fee reversals, transfers, check disbursements, loan payments, address and contact updates, check orders, stop payments, overdraft protection options, and automatic payment solutions. Proficient in sending information and form requests via secure electronic methods.
- Proactively engages member interest in Credit Union products and services. Demonstrates a strong working knowledge and creates the opportunity to make referrals or opens additional accounts.
- Educates members on how to reach financial goals, complex procedures, and self-serve options.
- Trouble-shoots and resolves member issues within assigned authority using resources available to ensure service level agreements are met. Escalates concerns when necessary to appropriate individuals in a timely manner serving as the member advocate.
- Identifies trends and system issues impacting members and reports to appropriate lines of business and management.
- Adheres to security and confidentiality protocols, operational procedures, and best practice guidelines.
- Documents member interactions accurately and clearly in our customer relationship management system.
Other Call Center Functions
- Completes required security and regulatory online training modules.
- Stays current with emails, knowledgebase, and Intranet content.
- Trains other agents and assists with answering questions on Zoom.
- Performs other duties as assigned by Call Center manager.
POSITION REQUIREMENTS
EXPERIENCE and EDUCATION
- 1 - 2 years’ branch, call center, or related financial services or customer service experience required.
- High school diploma, GED, or equivalent.
- Equivalent combination of education and experience may substitute for stated qualifications.
KNOWLEDGE and SKILLS
- Ability to write and speak effectively in English using correct spelling and grammar.
- Excellent listening skills with the ability to reflectively respond.
- Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key.
- Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, and Excel. Moderate keyboard skills at 40 wpm.
- Excellent customer service skills.
COMPETENCIES
- Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems.
- Initiative and self-direction.
- Ability to effectively communicate and collaborate with people at all levels.
- Sound problem-solving and decision-making ability, including the ability to prioritize.
- Ability to understand and align with our core competencies through daily projects and tasks:
Growth Mindset
Diversity & Inclusion
Communication
Change Ready Leadership
Responsibility
Problem Solving
Tech & Data Savvy
CU Business Acumen
PHYSICAL DEMANDS
- Work involves extensive use of computers, up to eight hours per day. Appropriate vision, dexterity, and other physical abilities are required.
- May include occasional pushing, pulling, or carrying objects weighing up to 20 pounds.
- Must be able to speak and present on the telephone and/or through digital means of communication, including but not limited to Zoom/Teams/or other video technologies.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SALARY AND BENEFITS:
Salary is based on qualifications and geographical location (Zone). Benefit information can be located on our Careers page here: https://www.chevronfcu.org/about-us/careers
Pay Range: $18.30 - $25.16 per hour
This position participates in a blended incentive structure combining components of the Branch Channel and Call Center incentive plans. Incentives are paid quarterly and are based on individual sales production, team performance, and member experience metrics. Certain components may be weighted at 50% participation depending on assignment. Incentive earnings vary based on performance and are discretionary in accordance with plan terms.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:
Chevron Federal Credit Union (CFCU) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status. CFCU participates in E-Verify.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 800-232-8101 for assistance.
CFCU Is CPRA Compliant for California Employees and Applicants, to review the Notice at Collection, click here. To submit a request, please refer to the Careers page for the CPRA Request Form.
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