Provident Credit Union · 10 hours ago
Member Services Agent I
Redwood City, CA 94065
Full-time
Onsite
Entry Level
$23.40/hr - $29.30/hr
1+ years expProvident Credit Union is a reputable credit union established in 1950, ranking among the top 10% of credit unions in the US. They are seeking a Member Services Agent I to provide outstanding member service, manage card inquiries, and ensure member satisfaction through effective communication and problem resolution.
BankingFinanceFinancial ServicesNon Profit
Responsibilities
Responding to member calls and emails regarding their credit, debit, and prepaid card accounts
Reviewing and posting transactions
Explaining card products and features
Provide copies of card account statements
Completing and verifying any required corrective postings or account adjustments when deemed necessary
A key responsibility of the position is working to ensure member satisfaction and ensure account retention at all times
Provide internal customer service and assistance with credit or debit account issues to contact center, branches, and back office staff. This will include transaction research, authorization research and verification, generation of new and replacement card orders, posting account payments and adjustments, as well as other card-related inquiries and escalations
Maintain a thorough working knowledge of applicable credit and debit card products, procedures and regulations. In addition, develop and maintain a high level of expertise in explaining the features of Provident’s debit and credit cards
Process new, replacement, and lost/stolen debit and credit card creation and fulfillment requests on a daily basis. This includes making decisions regarding account maintenance and relationships, monitoring the completion and activation of card orders (including rush requests), and entering data on primary customer management systems (Phoenix, Star Station, FDR and MemberConnect systems)
Review and process daily, weekly, or monthly monetary or non-monetary card transactions and reports as assigned
Review member accounts to determine credit/good funds availability. Process or return convenience check, cash advance and balance transfer requests. Make decisions regarding exception processing as required to ensure member satisfaction and account security
Maintain familiarization with establishing mobile payment accounts (Apple Pay, Samsung Pay, Google Pay, etc.) tied to Provident accounts
Become comfortable with making outbound calls to members to advise them of the details of data and card compromises and other events that may affect them. Assist members with transition to new accounts in cases of card or identity compromise
Participate in ad hoc projects, include LSS and Culture initiatives, and perform any other duties as assigned
Good listening and speaking skills
Good written communication skills
Complete required BSA & OFAC training annually
Understand and adhere to BSA and OFAC policy and procedures
Qualification
Required
Associate's Degree or equivalent work experience
1+ year(s) experience in credit and debit card processing
1+ year(s) experience in customer service
2+ years experience in working at a bank or credit union
1+ year(s) experience with financial institution customer systems
Demonstrated ability in mathematics, verbal communication, and organizational skills
Basic proficiency with MS Excel and Word
Incumbent must have a basic working knowledge of: Visa regulations, California Credit Union Law and Rules and Regulations, Provident Board Policies, NCUA Rules and Regulations, State and Federal Lending and Compliance Rules and Regulations, Card Service Department's policies and procedures
Maintain proper control of all personal Provident accounts, including account security, proper card use, and minimal reliance on Courtesy Pay capability
Benefits
Quality medical, dental and vision care coverage
401(k) retirement plan with up to 150% matching employer contributions
Strong commitment to investing in your career and educational advancement by offering up to 100% Tuition reimbursement for approved courses.
Annual discretionary bonus
Generous paid time off and paid holidays
Flexible spending accounts
Short and long-term disability coverage
Life and AD&D insurance
Employee Referral bonus
Provident membership
Rate discount on home and auto loans
Opportunity to use company owned condo in Maui and Lake Tahoe
Company
Provident Credit Union
Provident Credit Union specializes in banking with loans, mortgages, savings, insurance, investment advice for companies and NPCs.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
J
Jim Ernest
President & CEO
W
Wayne Bunker
president/ceo
Company data provided by crunchbase