At VCCU, we are proud of the work we do to improve the financial well-being of our members and our community. If you seek meaningful work building stronger financial futures and aspire to create a positive difference in your community, we’d love to hear from you!
About The Team
The Member Service Center team serves as member advocates responding to calls, emails or chats related to VCCU’s services and products, providing member-centered solutions by using their active listening skills and collaborating with other support departments.
- Shifts include: 8AM – 5:30PM (M-W), 8AM – 6PM (Th-F), 8:30AM – 2:30PM (Sat)
- This position is fully on site and will require travel to Ventura, CA
What You’ll Do
- Act as a mentor, supporting the training and development of Call Center reps. Providing feedback to management, as necessary.
- Proactively assists Call Center reps with comprehensive needs, such as product knowledge, sales-related issues and departmental processes.
- Answers member inquiries surrounding: existing and new accounts, ACH/wire transfers, debit & credit cards, checks, stop payments, remote deposits, bill payment, online & mobile banking, loan applications and other account-related needs.
- Process loan applications, following up with applicants to discuss loan decisions and stipulations needed.
- Deliver solutions to members with empathy in an expedient manner, explaining products and services, accurately completing required processes/documentation.
- Engage in decision-making by researching internal procedures/policies and communicating with the credit union support departments as necessary to solve member issues.
- Maintains thorough understanding of all features and capabilities of phone system.
- Identify referral and cross-sell opportunities expanding the member relationship based on account history and needs, including reviewing promotional offers and marketing campaigns.
What We’re Seeking
- Somone who is service driven and able to communicate solutions with empathy.
- Must be proficient in computer systems, comfortable working with multiple systems and resources at once.
- Previous call center experience at a financial institution 2+ years.
What Will Make You Stand Out
- Working knowledge of these systems – Genesys Cloud, Symitar/Episys, and MeridianLink.
- Fluency in Spanish, specifically in finance/banking terminology.
- You enjoy volunteering and working with organizations that strive to better the community around you.
What’s In It For You
- Paid Volunteer Time
- Paid Time Off, including Sick/Vacation/Holidays
- Medical/Dental/Vision/Supplemental Benefits
- 401k Employer Match & Safe Harbor Contribution
- Company Sponsored Life & LTD Insurance
- Education Reimbursement
- VCCU Membership and Rate Discounts
We are dedicated to building an inclusive and authentic workplace that values unique voices and experiences, backgrounds and identities. We are an equal opportunity employer who celebrates the diversity of our employees and our members and strives to represent the many communities we serve.
