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SchoolsFirst Federal Credit Union · 2 months ago

Service Delivery Representative

Tustin, CA

Full-time

Onsite

Entry Level

$20/hr - $29/hr

1+ years exp

SchoolsFirst Federal Credit Union is dedicated to providing exceptional service to its members. The Service Delivery Representative will serve as the first point of contact for members' financial needs, providing world-class personal service and assisting with inquiries about various products and services.

Finance

Comp. & Benefits

No H1B

Responsibilities

Handle Member inquiries by leveraging knowledge and resources about various different products, services, processes, procedures, and policies. Navigate the internal support website to provide solutions and drive calls efficiently. Identify and collaborate with the appropriate support departments to ensure timely resolution of issues

Suggest ways that our Members can easily access and manage their accounts. Proactively identify ways to help make their lives easier by sharing the benefits of different channels to increase convenience, ease of use, efficiency, or any additional assistance our Member may need. Understand which benefits are important to our Members and suggest personalized options for Members to better access and manage their accounts

Perform account transactions and requests with accuracy, ensure your Members’ needs are met by clearly answering all their questions, and seeking out assistance as needed

Maintain the confidentiality of Credit Union and Member records

Protect the security of our Members’ accounts by properly identifying Members and listening for indications of Member impersonators and/or fraudsters before conducting transactions

Work independently while fostering strong team relationships by sharing knowledge, resources, trends, and best practices with teammembers

Navigate various technology systems, work with multiple computer screens, and adapt to evolving software and technology enhancements

Serve the Membership by being familiar with products and services and provide a basic level of coverage over multiple contact center queues, such as MCC Main and payments

Basic awareness of account fraud transactions

Basic knowledge of credit card transactions

Basic knowledge of debit card transactions

Basic loan account maintenance

Set up electronic payments

Set up/revise/cancel ACH payments

Basic knowledge of eService

Knowledge of specialty products, Summer Saver, Paycheck Planner, share certificates

Performs other duties as assigned

Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions

Qualification

Communication skillsProblem-solving skillsEmpathyReflective listeningTransaction summarizationAttention to detail

Required

High School Diploma or GED required

less than 1 year of previous related experience required

Essential communication skills include empathizing, being engaging, focused, and attentive, using reflective listening, and asking open-ended questions to build connections and be a trusted advisor

Listens without interrupting

Asks questions to clarify and verify information

Recaps transaction to ensure understanding

Identifies essential information

Enters information quickly

Displays expected level of accuracy

Summarizes transaction clearly and concisely

Uses correct terminology

Problem-solving skills

Company

SchoolsFirst Federal Credit Union

Glassdoor3.7

Since our founding in 1934, we have been singularly focused on one thing: providing world-class personal service and financial security to our Members.

Founded in 1934

Tustin, California, USA

1001-5000 employees