SchoolsFirst Federal Credit Union

Credit union offering savings, loans, accounts

Service Delivery Representative 3

Customer SupportUpdated on Nov 12

Full-timeTustin, CA, USA$24.20 - $35.09In-person

About the Job

Requirements

A high school diploma or GED is required.
Three to five years of previous related experience is required.
Credit union or financial institution experience is preferred.
Demonstrate communication skills including empathy, engagement, focus, attentiveness, reflective listening, and asking open-ended questions to build connections and serve as a trusted advisor.
Listen without interrupting, ask questions to clarify and verify information, recap transactions to ensure understanding, identify essential information, enter information quickly, maintain accuracy, summarize transactions clearly and concisely, and use correct terminology.
Apply problem-solving skills.

Responsibilities

Handle member inquiries using knowledge of products, services, processes, procedures, and policies; navigate internal support resources to provide solutions and route calls efficiently; and collaborate with support departments to resolve issues promptly.
Suggest ways members can access and manage accounts, explain channel benefits, and recommend personalized options based on members’ needs.
Perform account transactions and requests accurately, answer member questions, and seek assistance as needed.
Maintain the confidentiality of credit union and member records.
Protect member account security by identifying members and listening for signs of impersonation or fraud before conducting transactions.
Work independently while sharing knowledge, resources, trends, and best practices with teammates.
Navigate multiple technology systems and screens and adapt to software and technology changes.
Research member accounts, identify and correct concerns, and follow through to resolution.
Use in-depth product and service knowledge to make useful recommendations and explain benefits, promotions, and financial education resources.
De-escalate calls with care, compassion, and empathy, providing options and seeking guidance from specialty or advanced support departments.
Solve problems independently, take initiative, and make sound decisions within prescribed limits.
Advocate for members by identifying their underlying needs and evaluating and proposing viable resolutions.
Assist with department projects and service initiatives, create training resources, and suggest process or functional improvements.
Mentor new team members through peer coaching, feedback, sharing best practices, training assistance, modeling expected practices, and recognizing others.
Handle advanced account-fraud transactions and intake for dispute and fraud card claims.
Support advanced credit- and debit-card functions across multiple complex systems.
Perform advanced loan account maintenance and make recommendations.
Set up and revise electronic payments and set up, revise, or cancel ACH payments.
Support specialty products including Summer Saver, Paycheck Planner, and share certificates, as well as retirement products.
Facilitate account vesting changes and verify membership eligibility.
Recognize legal processes including levies, subpoenas, escheat, and fiduciary accounts, and apply knowledge of NCUA share insurance coverage.
Provide next-level support for Service Delivery Representative I and II team members.
Process international and domestic wire transfers and Secure Message correspondence.
Provide advanced technical support for eServices and Chat, including troubleshooting Zelle and other electronic money transfer systems.
Perform other duties as assigned.
Comply with regulatory requirements and assigned training, including applicable Bank Secrecy Act requirements.

Desired Qualifications

Credit union or financial institution experience.

We’re always looking for diverse, talented, service-oriented people to join our exceptional team.

Service Delivery Representative III

The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.

Pay Range:

$24.20 - $35.09

Scheduled Weekly Hours:

What You’ll Be Doing

To serve as our Members' first channel of choice along with eServices, Chat, and Secure Message channels for their financial needs, to be there for our Members when they are unsure how to proceed, and to be there for them when other channels are unable to support their needs. Our job is to be ready and willing to consistently provide World-Class Personal Service on each and every contact.

Handle Member inquiries by leveraging knowledge and resources about various different products, services, processes, procedures, and policies. Navigate the internal support website to provide solutions and drive calls efficiently. Identify and collaborate with the appropriate support departments to ensure timely resolution of issues.
Suggest ways that our Members can easily access and manage their accounts. Proactively identify ways to help make their lives easier by sharing the benefits of different channels to increase convenience, ease of use, efficiency, or any additional assistance our Member may need. Understand which benefits are important to our Members and suggest personalized options for Members to better access and manage their accounts.
Perform account transactions and requests with accuracy, ensure your Members’ needs are met by clearly answering all their questions, and seeking out assistance as needed.
Maintain the confidentiality of Credit Union and Member records.
Protect the security of our Members’ accounts by properly identifying Members and listening for indications of Member impersonators and/or fraudsters before conducting transactions.
Work independently while fostering strong team relationships by sharing knowledge, resources, trends, and best practices with teammembers.
Navigate various technology systems, work with multiple computer screens, and adapt to evolving software and technology enhancements.
Perform advanced research on Member accounts with problem-solving to identify and correct Member concerns with following-through to resolution.
In-depth knowledge of our products and services to make recommendations which may be of benefit to our Members. Explain benefits in a manner that supports Member understanding and includes promotions and financial education resources.
Effectively de-escalate calls using care, compassion, and empathy to provide options and seek guidance from specialty departments or advanced support.
Works independently to problem solve, take initiative, use good judgement for decision making within prescribed limits.
Advocate for Members with an ability to uncover and understand the true need being expressed, to evaluate and propose viable resolution.
Assist with department projects, support service initiatives, creating training resources, and provide improvement opportunities for processes or functions.
Serve as a mentor for new teammembers by providing peer coaching and beneficial feedback, sharing best practices, assisting with training, modeling the way, and actively recognizing others.
Areas of Responsibility:
Advanced knowledge of account fraud transactions
Dispute and fraud card claim intake
Advanced knowledge of credit card functions, interfacing with multiple complex systems.
Advanced knowledge of debit card functions, interfacing with multiple complex systems.
Advanced loan account maintenance and recommendations
Set up and revise electronic payments
Set up/revise/cancel ACH payments
Advanced knowledge of specialty products, i.e., Summer Saver, Paycheck Planner, and share certificates
Advanced knowledge of retirement products
Facilitate account vesting changes
Verify Membership eligibility
Awareness of legal processes, i.e., levies, subpoenas, escheat, fiduciary accounts, etc.
Advanced knowledge of NCUA share insurance coverage
Provide next level support for SDR I and SDR II teammembers
Ability to process international and domestic wire transfers
Ability to process Secure Message correspondence
Advanced technical knowledge with eServices and Chat channels, to include troubleshooting, assisting with Zelle and other electronic money transfer systems.

Additional Job Functions

Performs other duties as assigned
Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions

Qualifications

High School Diploma or GED required

3-5 years of previous related experience required
Credit union/financial institution experience preferred

Knowledge, Skills, and Abilities

Essential communication skills include empathizing, being engaging, focused, and attentive, using reflective listening, and asking open-ended questions to build connections and be a trusted advisor
Listens without interrupting
Asks questions to clarify and verify information
Recaps transaction to ensure understanding
Identifies essential information
Enters information quickly
Displays expected level of accuracy
Summarizes transaction clearly and concisely
Uses correct terminology
Problem-solving skills

SchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive Hiring

At SchoolsFirst FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you’re excited about a position or wanting to make a career change but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.

SchoolsFirst Federal Credit Union is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. SchoolsFirst FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information.

This organization participates in E-Verify.

About the Company

SchoolsFirst Federal Credit Union

Credit union offering savings, loans, accounts

SchoolsFirst Federal Credit Union provides financial services to members, especially school employees and their families, including savings and checking, auto loans, mortgages, credit cards, investments, and insurance through branches and online tools. Members join and use member-owned accounts with online/mobile banking, deposits, payments, and planning help. It differs from many competitors by being member-owned, federally insured, and focusing on the education community, offering educator-focused loan programs and lower fees. Its goal is to help teachers and school staff manage money effectively with affordable products and education resources while building a loyal member base.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Santa Ana, CA
Founded: 1934

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