Member Service Center Representative (Call Center)

At Redwood Credit Union, we’re dedicated to hiring talented individuals who embody the core value of “people helping people.” Our collaborative and supportive work environment thrives on service, trust, and cooperation.

Since 1950, we’ve been helping our Members achieve their financial goals, with a focus on providing better rates, low or no fees, and exceptional service. As a not-for-profit financial institution, we take pride in making a positive impact by elevating our Members’ financial well-being through expanded product offerings and personalized service.

Our commitment to the community shines through our involvement in volunteering, sponsorships, fundraising, and partnerships with local organizations. We believe in investing in our communities with time, energy, and resources.

Why work for Redwood Credit Union?

• Voted Best Places to Work in the North Bay 19 years in a row
• Recognized by Newsweek as one of “America’s Best Credit Unions 2024 to 2025”
• World-class Employee Engagement scores
• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate
• Outstanding Benefits Package, including discounts on products

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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