Member Service Representative

$37,440 - $47,840/Yr

Professional Search Group OC, LLC - Brea, CA

Full-time - Entry Level

Brea, CA

About the position

The Member Service Representative will provide exceptional service to both new and existing members in a contact center environment. This role involves handling various member transactions, operating within a needs-based sales framework, and ensuring compliance with relevant regulations. The representative will assist members with account openings, transactions, and inquiries while promoting credit union products and services.

Responsibilities

• Opening new accounts and processing transactions using the Xpress Account system.
• Meeting Member Acquisition and Growth Strategy (MAG) guidelines and expectations.
• Providing assistance with deposit rates, loan payoffs, and stop payments.
• Resolving issues with electronic services and performing outbound calls for member retention and cross-selling.
• Responding to member inquiries courteously and knowledgeably via phone or web chat.
• Utilizing the MAG process to assist members in choosing products that best suit their needs.
• Documenting interactions and tracking sales using PRISM.
• Maintaining a thorough understanding of all credit union products.
• Adhering to relevant regulations, policies, and completing annual BSA and federal regulation training.

Requirements

• High School Diploma or General Education Degree (GED).
• Exceptional communication skills and a strong ability to provide advisory services to members.
• Proficiency in written and oral communication, especially over the telephone.
• At least one year of experience in a sales environment, preferably in the financial industry.
• Proficient computer skills, including knowledge of Microsoft Word, Excel, and Microsoft Teams.
• Familiarity with Federal Regulations, including Reg. CC, Bank Secrecy Act, CTR, SARs procedures and forms, Truth in Savings, Reg. D, Reg. E, Privacy & Fair Lending Act.
• Ability to follow written and verbal instructions and work independently with minimal supervision.
• Knowledge of depository and loan products.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Tuition reimbursement
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance