Cal Coast Credit Union
Member Service Rep I,II,III
Cal Coast Credit Union, San Diego, California, United States, 92189
Member Service Rep I,II,III
– Cal Coast Credit Union
Job Objective This position is responsible for delivering exceptional member service in a call center environment, processing transactions, addressing member requests, and cross‑selling financial products in accordance with club policies and quality standards.
Service Goals Meet or exceed a 4.00 overall service rating, as per established service standards.
Sales Expectations Meet or exceed established monthly/annual sales goals.
Consumer/Real Estate loan referral annual goal: 700
Earned sales incentive monthly goal: $20 minimum
Checking accounts opened annual goal: 50
Additional referral requirements: auto buying service, investment products, and credit union promotional products and services
Additional sales requirements: e‑statements, bill pay, and direct deposit
Member Support Provide service to approximately 140,000 credit union members.
Supervisory Responsibilities
This position reports directly to the Member Service Center Assistant Manager or Member Service Center Supervisor. No employees report directly to this position.
Member Service Representative I
Processes member transactions and performs account file maintenance.
Handles member issues and inquiries.
Identifies cross‑selling opportunities and refers members to Specialist I‑II.
Meets/exceeds established monthly/annual sales and service goals.
Maintains knowledge of all products, services, policies and procedures.
Follows quality service standards to ensure exceptional service.
Addresses difficult member situations and resolves them positively.
Reports suspicious transaction activity to management to protect the credit union.
Performs end‑of‑day balancing, opening and closing procedures and other side jobs as assigned.
Is knowledgeable on all FSCC policies and procedures unique to a Service Center environment.
Performs other relevant duties as required.
Member Service Representative II (Competent at level I)
Has thorough knowledge of all products, services, policies and procedures.
Quotes deposit rates and membership eligibility.
Is knowledgeable in automated services.
Provides online banking and bill pay support.
Member Service Representative III (Competent at level II)
Demonstrates proven sales and service goals.
Serves as backup for processing consumer loans and opening new accounts.
Education, Skills & Abilities – The Eight Superpowers
Provides leadership through modeling behaviors and introducing new ideas.
Demonstrates empathy, self‑reflection and behavioral adjustment.
Practices active listening to understand, not just respond.
Shows grit, persisting in applying knowledge to achieve goals.
Is self‑motivated and driven to meet objectives, timelines, and quality measures.
Applies creative problem‑solving to handle resources and stressful situations.
Values diverse perspectives and encourages collaboration.
Shows appreciation for the unique qualities and experiences of others.
Other Education, Skills, & Abilities
A high school diploma or equivalent is desired.
Member Service Representative I: 1 year of previous customer service experience.
Member Service Representative II: 1 year experience in a financial institution, including sales and service; call center experience preferred.
Member Service Representative III: 2 years experience in a financial institution with proven sales and service performance; call center experience preferred.
Excellent communication skills; sound judgment and attention to detail.
Previous experience with Microsoft Windows applications is preferred.
Ability to appear for work on time, follow directions, interact effectively with coworkers, and accept constructive criticism.
Ability to operate standard business machines such as computer, printer, fax, copier, and telephonic devices.
Major Accountabilities
Process member transactions and requests accurately and timely.
Present a friendly, outgoing, and positive demeanor.
Ensure sales and service goals are met.
Refer members to appropriate staff for sales opportunities.
Adhere to key and dual‑control policies and procedures.
Adhere to security and robbery procedures.
Comply with all other policies and procedures.
Physical Requirements
Excellent ability to communicate verbally and in writing.
Ability to tolerate continuous periods of sitting.
Environmental Conditions
Work performed primarily within a cubicle office setting with standard background noise of a call center environment.
Pay Ranges
Member Service Rep I – $18.00–$20.02 per hour
Member Service Rep II – $19.00–$22.02 per hour
Member Service Rep III – $20.00–$24.69 per hour
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Industry Banking
#J-18808-Ljbffr
– Cal Coast Credit Union
Job Objective This position is responsible for delivering exceptional member service in a call center environment, processing transactions, addressing member requests, and cross‑selling financial products in accordance with club policies and quality standards.
Service Goals Meet or exceed a 4.00 overall service rating, as per established service standards.
Sales Expectations Meet or exceed established monthly/annual sales goals.
Consumer/Real Estate loan referral annual goal: 700
Earned sales incentive monthly goal: $20 minimum
Checking accounts opened annual goal: 50
Additional referral requirements: auto buying service, investment products, and credit union promotional products and services
Additional sales requirements: e‑statements, bill pay, and direct deposit
Member Support Provide service to approximately 140,000 credit union members.
Supervisory Responsibilities
This position reports directly to the Member Service Center Assistant Manager or Member Service Center Supervisor. No employees report directly to this position.
Member Service Representative I
Processes member transactions and performs account file maintenance.
Handles member issues and inquiries.
Identifies cross‑selling opportunities and refers members to Specialist I‑II.
Meets/exceeds established monthly/annual sales and service goals.
Maintains knowledge of all products, services, policies and procedures.
Follows quality service standards to ensure exceptional service.
Addresses difficult member situations and resolves them positively.
Reports suspicious transaction activity to management to protect the credit union.
Performs end‑of‑day balancing, opening and closing procedures and other side jobs as assigned.
Is knowledgeable on all FSCC policies and procedures unique to a Service Center environment.
Performs other relevant duties as required.
Member Service Representative II (Competent at level I)
Has thorough knowledge of all products, services, policies and procedures.
Quotes deposit rates and membership eligibility.
Is knowledgeable in automated services.
Provides online banking and bill pay support.
Member Service Representative III (Competent at level II)
Demonstrates proven sales and service goals.
Serves as backup for processing consumer loans and opening new accounts.
Education, Skills & Abilities – The Eight Superpowers
Provides leadership through modeling behaviors and introducing new ideas.
Demonstrates empathy, self‑reflection and behavioral adjustment.
Practices active listening to understand, not just respond.
Shows grit, persisting in applying knowledge to achieve goals.
Is self‑motivated and driven to meet objectives, timelines, and quality measures.
Applies creative problem‑solving to handle resources and stressful situations.
Values diverse perspectives and encourages collaboration.
Shows appreciation for the unique qualities and experiences of others.
Other Education, Skills, & Abilities
A high school diploma or equivalent is desired.
Member Service Representative I: 1 year of previous customer service experience.
Member Service Representative II: 1 year experience in a financial institution, including sales and service; call center experience preferred.
Member Service Representative III: 2 years experience in a financial institution with proven sales and service performance; call center experience preferred.
Excellent communication skills; sound judgment and attention to detail.
Previous experience with Microsoft Windows applications is preferred.
Ability to appear for work on time, follow directions, interact effectively with coworkers, and accept constructive criticism.
Ability to operate standard business machines such as computer, printer, fax, copier, and telephonic devices.
Major Accountabilities
Process member transactions and requests accurately and timely.
Present a friendly, outgoing, and positive demeanor.
Ensure sales and service goals are met.
Refer members to appropriate staff for sales opportunities.
Adhere to key and dual‑control policies and procedures.
Adhere to security and robbery procedures.
Comply with all other policies and procedures.
Physical Requirements
Excellent ability to communicate verbally and in writing.
Ability to tolerate continuous periods of sitting.
Environmental Conditions
Work performed primarily within a cubicle office setting with standard background noise of a call center environment.
Pay Ranges
Member Service Rep I – $18.00–$20.02 per hour
Member Service Rep II – $19.00–$22.02 per hour
Member Service Rep III – $20.00–$24.69 per hour
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Industry Banking
#J-18808-Ljbffr