Member Care Consultant - PT

Member Care Consultant - PT

Are you someone who loves helping people and thrives on delivering exceptional service? Join our team as a Member Care Consultant (MCC) and become a key part of our members' financial journeys!

As an MCC, you'll be the friendly and knowledgeable guide for our credit union members, offering assistance over the phone and through various multimedia channels. From answering financial inquiries to resolving account‑related issues, you'll be the go‑to resource, always ready to help with a smile and providing timely, efficient, and friendly support.

With a passion for delivering superior member experiences, you will provide personalized advice to new and existing members, helping them navigate our products and services to meet their financial needs. If you communicate effectively, pay attention to details, and truly care about making a difference in the lives of others, this role is for you!

We welcome candidates from Southern California and Southern Nevada to apply. The posted salary range reflects compensation for candidates located in California; a specific range will be provided for Nevada candidates upon request.

This position offers the opportunity for a hybrid work schedule (in office and remote) after successful completion of training and demonstration of increasing independence in job responsibilities. As proficiency grows, a flexible arrangement that supports both productivity and work‑life balance can be created.

Availability Monday through Saturday is requested. Schedule will be discussed during the interview.

• Delivers exceptional service to credit union members by actively listening, identifying their needs, and providing accurate information and solutions promptly and courteously.
• Receives and handles a high volume of inbound calls, responds to inquiries, resolves issues, and provides guidance on various banking products and services.
• Responds to member inquiries received through various communication channels (up to two engagements at a time) such as inbound audio English and Spanish calls, chats, video calls, messages, and 3rd party after‑hours support. Uses available credit union software tools and follows established service standards.
• Provides members with information on their accounts and answers questions on products and services, processes transactions, and opens and/or conducts maintenance on accounts.
• Accurately documents member interactions, inquiries, and transactions in the credit union's customer relationship management (CRM) system as required.

• Investigates and resolves member complaints, discrepancies, and disputes related to accounts, transactions, or credit union policies, escalating complex issues when necessary.
• Anticipates and resolves problems in an empathetic, thoughtful, thorough, and timely manner.

• Actively offers and cross‑sells financial solutions and recommends appropriate products and services such as savings, checking and deposit accounts, convenience services (e.g., auto buying, insurance, and WM), and loans.
• Contacts prospective and current members to present information on available loan products, deposit accounts, investment services, and promotional offers to obtain additional business.
• Gathers and submits mortgage referrals to our mortgage division for follow‑ups on first mortgage loans.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED).
• Two years of financial services and sales experience or related experience and/or training; or an equivalent combination of education and experience.

• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one‑on‑one and small group situations to members.
• Bilingual (English/Spanish) skills desired.
• Reasoning ability and ability…