The Part-Time Member Experience Representative is responsible for providing a high level of Member service in a fast-paced call center.
Answers Member telephone and/or electronic inquiries and provides information and assistance in accordance with credit union policy.[For this position, Part-Time hours will be 20 hours/week with potential for overtime.
The LAPFCU Part-Time Benefits Package will include Sick Leave, Holiday Pay, voluntary 401k deferrals* to our traditional and Roth plan options, Employer retirement contribution*, and Education Reimbursement.] * Subject to plan’s eligibility guidelines.
Essential DutiesA successful Member Experience Representative must spend over 75% of work time on, and satisfactorily perform, these general categories of duties:Maintains close adherence to the defined daily schedule to ensure proper resource coverage.Maintains high level of Member service, etiquette, knowledge and solutions.
Promotes advocacy and continually focuses on improvement in Member survey ratings.Assists Members with balance inquiries, statement requests, stop payments, credit and debit card inquiries, transfers, payments and other account-related needs.Assists Members with savings information including IRA and term share certificates, as well as opening.Assists Members with loan information including all consumer and real estate loan products and rates.Supports credit union technology, educates members of all available delivery channels such as Online and Mobile banking, Bill pay, POP$, External transfers, GoDep, etc.This position is responsible for resolving member inquiries and problems at the first point of contact.Enters details into database system and follows up with members.Maintains a minimal level of errors to ensure a positive customer service experience.Effectively handles member concerns on their own or escalates to his/her supervisor for resolution.
Additional DutiesLess than half the working time is spent on related, non-essential functions, including:Attracts new Members and supports member and account retention.
Identifies opportunities to make product suggestions/referrals based on member needs.Processes account updates, including POAs, Trusts, name changes, adding joint owners and beneficiaries.Looks for efficiencies and process improvements and collaborates in team discussions.Tests new products, services, and system updates.Outbound call escalations or recaptures.Additional duties as assigned.EducationHigh school diploma, GED, or equivalent required.
Interpersonal SkillsCourtesy, tact, and diplomacy are essential elements of the job.
Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
Other SkillsDemonstrated excellent verbal/written communication and organizational skills.Must be knowledgeable in rules and regulations governing IRA and savings accounts.
Must also have working knowledge of regulations and laws governing lending such as:Regulation Z ‑ Federal Truth in Lending ActRegulation B ‑ Equal Credit Opportunity ActRegulation C ‑ Equal Housing Act (anti‑red lining)Regulation G ‑ Margin Securities ActFair Debt Collection Practices ActHome Mortgage Act Certificates, Licenses, RegistrationsIf driving for company business, must have a valid California driver’s license and proof of current insurance coverage.
About UsEstablished in 1936, Los Angeles Police Federal Credit Union has won numerous regional and national ” Best Places to Work” awards and offers highly competitive salary and benefits packages.We’re a not-for-profit organization founded upon the principle of ” People helping people.” We provide banking services, but we’re not a bank.
Rather than being privately owned or owned by investors, we’re a cooperative that answers to our members.Our mission is to enhance the quality of life for the Los Angeles law enforcement community.
Our mindset is continuous learning, improvement, and innovation.Los Angeles Police Federal Credit Union (LAPFCU) is an equal opportunity employer committed to a diverse and inclusive workforce.
Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.External hires must pass a background check.
Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the Los Angeles Fair Chance Ordinances.