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Water and Power Community Credit Union (WPCCU). WPCCU was founded in 1936 to serve the financial needs of the employees of Los Angeles Department of Water and Power. As Los Angeles grew, so did WPCCU. Today, after 80 years, WPCCU is a full-service community-based financial institution open to anyone who lives in Los Angeles County.
At WPPCU, we are passionate about providing really cool banking solutions and revising the way people experience financial services. “Helping you afford life” and “People before profits” aren’t just buzz words for us. They’re literally words we live by. Shareholder profits don’t drive us. Our members, our families, and the communities we live and work in are all that matter here.
We’re strong supporters of the credit union movement, and of providing our members with the education, support and guidance to build strong, independent financial futures. WPCCU can give employees the best of both worlds—a financially stable place to work and one nimble enough to behave like a “start-up.”
And we want your help.
Job Title: Member Service Representative I
Department: Call Center
Grade: 7
Reports To: Call Center Manager
Classification: Non-Exempt
Location: Remote
Role:
To provide exceptional, efficient, and quality member service within a fast-paced call center environment. Must have the ability to handle a heavy volume of calls and perform a multitude of account functions. To serve as first point of contact for all current and prospective members as well as Call Center staff with focus on promoting and selling credit union products while contributing to the achievement of individual and credit union goals. Research and fulfill basic and complex member requests as required.
Major Duties and Responsibilities:
30% - (Member Focus) – Process member account transactions and assists with member inquiries. Includes funds transfer, share withdrawals, loan payments, outgoing domestic wire transfer, online banking, telephone banking, and other assigned duties. Processes consumer loans and new accounts. Ensures compliance with all credit union member service standards. Effectively uses marketing tracking tool to create service requests, monitor and track referral activity to other departments. Ensures compliance with all credit union member services standards. Handles all member correspondence received by email, mail, and fax. Promotes a retail sales environment by cross-selling credit union products and services. Meet all goals and sales objectives assigned by management.
30% - (Job Knowledge) – Provides an in depth level of knowledge and skill in areas of member services, operations, sales and lending platforms. Proficient in performing various account transactions and account research.
10% - Business Development – Maintains effective communication with branch and other service centers to achieve exceptional member service. Supports the service center and organization goals. Maintains professional standards in written or verbal communication with members, vendors, and internal staff. Composes correspondence with members as necessary. Promotes a retail sales environment by selling all credit union products and services.
10% - (Quality) – Demonstrate a commitment to providing exceptional member service. Consistently meeting established performance standards.
10% - Teamwork and Communication - Maintains effective communications with branch and other service centers to achieve exceptional member service. Support the organization objectives and goals. Maintains professional standards in written or verbal communication with members, vendor, and internal staff. Composes correspondence with members as necessary.
Expectations:
- Provides professional, courteous, and friendly service to all members, prospective members and vendors over the phone.
- Answers the phone within 3 rings
- Handles complex transactions and inquiries efficiently.
- Maintains abandon ratios and calls answered within the service center key performance standards.
- Maintains a professional and positive atmosphere for the service center.
- Understands compliance issues and completes all required training as it relates to Member Service Representatives.
- Complies with all relevant aspects of the Bank Secrecy Act and all other regulations applicable to the position.
- Ability to work on Saturdays as requested.
Essential Functions:
- Ability to communicate clearly with good telephone and good listening skills.
- Ability to exercise good problem solving and time management skills.
- Ability to multi-task, stay organized, and detail oriented.
- Ability to make quick decisions within established parameters.
- Ability to follow directions and learn various software systems.
- Ability to operate desktop computer, printer, and other electronic equipment as deemed necessary to perform job including reading, inputting, and retrieving information from a computer monitor.
- Ability to travel to other credit union locations and attend meetings during before, normal, and after business hours. Weekend hours may be required as well.
- Ability to perform all duties assigned by management or the organization.
Basic Qualifications:
- Education: Equivalent to high school education
- Minimum 1-2 years of previous customer or member service experience.
- Minimum 1-2 years of credit union/banking and call center experience preferred.
- Previous lending experience preferred
- Interpersonal Skills: Interacting with others internally and externally, Work involves personal contact with other internally and externally, Courteous, tactful, and diplomatic, Professional, Ability to make decisions with minimum supervision
- Other Skills: Good telephone and listening skills. Able to operate a 10-key calculator and computer keyboard. Professional experience and knowledge with the aptitude to cross-sell products and services.
