Member Support Representative

Chevron Federal Credit Union is one of the top-run credit unions in the country – and one of the largest, with $4.8 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. As you might imagine, we provide competitive pay and great benefits, including:

• 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

We are currently seeking talented individuals for future opportunities!

GENERAL SUMMARY: Entry level position responsible for delivering excellent member experiences by responding to member inquires in a courteous, professional, and highly accurate manner. Deepens member relationships by actively listening and engaging with members to understand 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 helping people, demonstrating exceptional interpersonal skills through patience and empathy. 

Essential Job Function

• Answer calls in the general workgroup and provide information to members and potential members on Credit Union membership, products and services and other pertinent Credit Union information.
• Process basic non-cash financial transactions, such as share and loan transfers, loan payments, loan advances, fee reversals, and check disbursements.
• Process basic account maintenance transaction, including but not limited to address changes and other contact information, stop payments, wire transfers, ATM and Debit Cards, and resetting passwords. Send members information and forms via DocuSign.
• Handle basic internet and mobile banking requests, including but not limited to password changes, multi-layer authentication changes and bill payment inquiries.
• Generate member interest in Credit Union Products and Services, making referrals when appropriate.
• Research information to resolve member requests and concerns, working closely with supervisors and other departments. Escalate issues in a timely manner to ensure service level agreements are met.
• Track trends and system issues to ensure accurate reporting to appropriate lines of business and management.
• Adhere to security and confidentiality protocols, operational procedures, and best practice guidelines.
• Document member interactions accurately and clearly in our Customer Relationship Management system.

• Perform outbound …