Chevron Federal Credit Union · 5 months ago
Member Experience Specialist
United States
Full-time
Onsite
Entry, Mid Level
$42K/yr - $58K/yr
2+ years expChevron Federal Credit Union is one of the largest credit unions in the country, emphasizing a culture of mutual respect and work-life balance. The Member Experience Specialist is responsible for delivering excellent member experiences by responding to inquiries and building strong relationships, while also handling complex member requests and promoting Credit Union products and services.
BankingFinancial ServicesLending
Responsibilities
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 information 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 open additional accounts, products, or services
Identifies member needs by deepening relationships and promotes new and additional products and services to enhance members’ financial satisfaction
Identifies growth opportunities and uses effective follow up to adhere to both individual and virtual growth targets as assigned
Educates members regarding 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
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
Qualification
Required
2 to 5 years' call center experience
High school diploma, GED, or equivalent
Equivalent combination of education and experience may substitute for stated qualifications
Ability to write and speak effectively in English using correct spelling and grammar
Ability to actively listen to fully capture needs and match sense of urgency
Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key
Maintains complete confidentiality of member, employee, and Credit Union information
A high percentage of attendance is an essential function of this position
Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, Excel, and Zoom
Moderate keyboard skills at 40 wpm
Familiar with Customer Relationship Management (CRM) and document storage systems
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
Benefits
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
Company
Chevron Federal Credit Union
Chevron Federal Credit Union is a financial institution that offers quality products and services to help members achieve financial success.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Becky Bennett
Regional Partnerships Manager - Southeastern USA
Crystal Bergeron
Regional Partnerships Manager
Recent News
Seattle TechFlash
2025-04-22
2025-03-28
EIN Presswire
2025-03-27
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