Member Service Center Representative (Call Center)

ABOUT REDWOOD CREDIT UNION (RCU):

At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad.

As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all.

Why work for Redwood Credit Union?

• 37th largest credit union in the U.S. and the largest financial institution based in the North Bay
• Awarded a 5-Star Rating based on 6/30/24 financial data by Bauer Financial
• Recognized by Newsweek as one of “America’s Best Credit Unions 2024”
• Recognized by Forbes as one of “America’s Best Small Employers 2023″
• Voted Best Places to Work in the North Bay 19 years in a row
• World-class Employee Engagement scores
• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate
• Industry leading Net Promoter Scores across the U.S.

Join us and discover why you’ll love working at Redwood Credit Union!

We are looking for a part time (24-25 hours per week) Member Service Center Representative, with experience working in a Call Center Environment and that have a strong focus of providing outstanding Member Service by performing a variety of Member Service duties. These duties are associated with teller transactions, opening new accounts, loan transactions and cross selling Redwood Credit Union products and services.

As a Member Service Center Representative, you will be responsible for a variety of tasks which would include:

• Answer the telephone within established performance and service guidelines.
• Complete phone transactions accurately and quickly.
• Disseminate and provide education of lending, CUSO and membership information to members.
• Respond with accurate information to Members’ questions or transfers them to the appropriate department or person for further assistance.
• Research Members’ problems and complaints and respond with accurate information to Members’ questions through oral and/or written communication, or by directing them to the appropriate department or person for assistance.
• Deliver excellent Member service by implementing Credit Union policy and departmental procedures, and following RCU service philosophy and standards.
• Sales
• Attain individual and departmental goals and objectives as established in the MSC performance standards.
• Cross-sells Credit Union products and services.
• Support
• Post and balance daily work and maintain proper documentation.
• Complete departmental and back-office tasks as assigned including typing routine letters and/or documents.
• Compile data and complete work related to departmental reports.
• Maintain files, post records, make and check routine calculations.
• Perform all functions in a security conscientious manner.
• Knowledge, Skills and Abilities:
• Knowledge of modern office methods, practices and procedures.
• Skilled in operations of personal computer with Internet and Intranet access in a Windows environment.
• Demonstrated Member service skills.
• Ability to cross-sell products and services to meet Member needs.
• Ability to make mathematical computations.
• Ability to type 40 words per minute.
• Ability to communicate effectively both verbally and in writing.
• Ability to establish and maintain effective working relationships with a diverse group of people.
• Must be available to work Saturdays.

Physical Requirements

• Ability to talk on the phone
• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to lift up to 15 pounds.
• Ability to use a computer keyboard and calculator.
• Work environment is indoors; majority of the time is spent sitting at a desk.

The Ideal candidate has a combination of education and experience equivalent to a high school diploma or closely related field and two years call center, retail or clerical experience in a customer service environment.

Compensation: Base starting range: $23.00 to $30.00 per hour commensurate with experience. (This position is also eligible for an 8% call center differential)

Our base salary starting range is based on scope and responsibilities of the position, candidate’s work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, financial, and other benefits.

Redwood Credit Union offers a robust benefits package to our eligible employees including:

• Competitive medical and mental health offerings
• Employee performance incentive plan
• Salary Advancement– Merit increase based on performance
• 401(k) program with employer match
• Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!

RCU Discounts and Perks:

• RCU employees are eligible for a .75% discount off RCU standard collateral auto loans
• RCU employees are eligible for a 1% discount on all recreational or boat loan products
• 2% discount off Visas and LOC Loans through RCU
• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.
• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.
• 0% interest on garment, fitness, or home office equipment loan of up to $500
• 100% financing for employee purchased homes!

Internal Team Members

If you are a current Team Member, please apply through the internal careers page located in RCUNET.

We are an Equal Opportunity Employer

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