SchoolsFirst Federal Credit Union · 2 days ago
Service Delivery Rep II
Riverside, CA
Full-time
Onsite
Entry Level
$22/hr - $31.90/hr
1+ years expSchoolsFirst Federal Credit Union is dedicated to serving its members with exceptional service. The Service Delivery Rep II will handle member inquiries, provide personalized solutions, and ensure the security of member accounts while fostering strong team relationships and mentoring new team members.
Finance
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
Perform research on account and analyze account activity to help resolve Member inquiries and following through to resolution
In-depth knowledge of our products and services to make recommendations which may be of benefit to our Members, including promotions and financial education resources
Make decisions within prescribed approval limits and seek next level assistance with requests beyond teammember limits for additional Member advocacy
Advocate for our Members and escalate issues as appropriate and work with other departments to set expectations and address Member concerns
Supports service initiatives, participates in training or huddle sessions, and suggests opportunities to streamline processes and functions
Serve as a mentor for new teammembers by providing peer coaching, sharing best practices, assisting with training, modeling the way, and actively recognizing others
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
Required
High School Diploma or GED required
1-3 years 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
Since our founding in 1934, we have been singularly focused on one thing: providing world-class personal service and financial security to our Members.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Terry Agius
CEO
Dana Schuller
Chief Administrative Officer
Recent News
Cal State Long Beach
2023-12-22
2022-08-19
Company data provided by crunchbase