Member Experience Specialist

Chevron Federal Credit Union is one of the top-run credit unions in the country – and one of the largest, with $5 billion in assets. Yet our corporate culture is not stuffy: the Team Spirit Committee runs fun activities and charitable events throughout the year, and work-life balance, mutual respect, diversity, and providing a voice for every employee are all important to us.

• 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

Intermediate level position responsible for delivering excellent member experiences by responding to member inquires in a courteous, professional, and highly accurate manner. Builds high value member relationships by actively listening and engaging with members to discover needs and provide positive solutions. Exemplifies the values of our Credit Union, building trust, one member at a time. This role may be perfect for you if you are passionate about advocating for people, demonstrating exceptional interpersonal and problem-solving skills.

• 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 work groups, 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.

• 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…