"Member Relationship Specialist II"

USC Credit Union is looking for an experienced part-time Member Relationship Specialist II for its fast-paced Call Center. This position works on-site and reports directly to the Call Center Manager and is responsible for building and fostering relationships with USCCU’s members and potential members. The Member Relationship Specialist gathers and analyzes member data at the time of each interaction to respond to inquiries and offers customized solutions using in-depth knowledge of USCCU products, services and technologies.

Responsibilities include, but are not limited to:

• Consistently meeting established performance standards, service standards and sales goals
• Developing and deepening member relationships by providing high-quality consultative service that identifies member needs and matches those needs with value-added USCCU products and services
• Using active, reflective, and empathic listening to triage member calls to assess member needs, and apply the proper protocol effectively and in a timely manner.
• Processing member transactions/inquires coming through telephone channel efficiently, accurately, and in a timely manner. Includes deposits and withdrawals, loan payments, new account application, lending applications, and all related documentation
• Using credit scoring, sound lending practices and solid judgment to make lending recommendations or decisions
• Ensuring compliance with all applicable laws, regulatory requirements, policies and procedures as they relate to USCCU’s products and services
• Acting, on occasion, as a backup Member Relationship Specialist at other USC CU locations/branches

The ideal candidate will:

• Have a minimum of one year experience in financial institution sales and service with a proven track record of meeting production and sales goals
• Be knowledgeable in Bank Secrecy Act, OFAC, US Patriot Act, Regulation CC and funds availability, GLB and Member Financial Privacy, NCUSIF, and Truth in Savings
• Possess a high sense of urgency, attention to detail, initiative, and integrity
• Have exceptional interpersonal, customer service and communication skills
• Pass a pre-employment background and credit check

Compensation: The hourly rate range for this position is $20.57 - $24.00.

Minimum Education: High school or equivalent. Minimum Experience: 1 year of customer service, sales, or retail banking experience. Minimum Skills: Demonstrated lending experience and knowledge of consumer loan products and services. Excellent interpersonal, written and oral communication skills. Demonstrated ability to work independently with minimal supervision and as a member of a team. Ability to multi-task and build relationships in sales environment. Demonstrated experience with office management software/tools (e.g. Google suite, Slack, Microsoft Excel). Preferred Education: Bachelor’s degree in related field(s). Preferred Experience: 3 years of customer service, sales, or retail banking experience or experience at a financial institution. Preferred Skills: Knowledge of various job-related regulations (e.g., Bank Secrecy Act, Regulation E, Gramm-Leach-Bliley Act).