Call Center Member Relationship Specialist II

 

USC Credit Union, located steps from USC’s University Park campus near Downtown Los Angeles, is looking for an experienced 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.

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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. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Why USC Credit Union is a great place to work:

• Medical through USC Network, Blue Cross, and Kaiser: https://employees.usc.edu/medical/

• Dental: https://employees.usc.edu/dental/

• Vision: https://employees.usc.edu/vision/

• Dependent Care and Health Care Flexible Spending Accounts (FSAs): https://employees.usc.edu/fsas/

• Retirement with up to 10% employer contributions: https://employees.usc.edu/usc-retirement-savings-program/

• Tuition reimbursement: https://employees.usc.edu/tuition-benefits/

• Paid Time Off (PTO) including, up to 24 vacation days (based on tenure), 12 sick days, 9 paid holidays, 1 paid personal day, 4 paid winter recess days, paid bereavement, and paid jury duty: https://employees.usc.edu/time-off/

• Life and voluntary insurance benefits: https://employees.usc.edu/insurance-benefits/

• WorkWell Center that provides programs, resources, and services to benefits-eligible staff and their dependents, that help them thrive in all areas of work-life wellness: https://workwell.usc.edu/

• Other generous perks and discounts: https://employees.usc.edu/perks/

Minimum Education: High school or equivalent Minimum Experience: 1 year Minimum Field of Expertise: Previous experience in sales, retail or financial institutions (operating in a sales-driven environment) with proven track record of meeting production/sales goals. Must be familiar with Word, Excel and Outlook. Demonstrated excellent interpersonal skills. Has effective organizational skills. Utilizes effective sales techniques with limited supervision. Able to consistently meet or exceed established performance goals in a financial services environment.

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