Chevron Federal Credit Union is one of the top-run credit unions in the country – and one of the largest, with $4.8 billion in assets. Yet our corporate culture is not stuffy: the Team Spirit Committee runs fun activities and charitable events throughout the year, and work-life balance, mutual respect, diversity, and providing a voice for every employee are all important to us. As you might imagine, we provide competitive pay and great benefits, including:
- Bonus/incentives for all regular employees
- 401(k) with 8% company contribution
- Medical, dental, and vision insurance for employees and dependents paid at 80%
- PTO and paid sabbaticals
- Tuition reimbursement
GENERAL SUMMARY:
Senior level position responsible for delivering excellent member experiences by responding to member and staff inquiries in a courteous, professional, and highly accurate manner. Builds high value member relationships and contributes to growing the Credit Union by actively listening and engaging with members to meet their financial goals through multiple channels. Exemplifies the values of our Credit Union, leading by example.
This role may be perfect for you if you are passionate about advocating for people, deepening member relationships, resolving issues, proactively outreaching to members, and enjoy working in a fast-paced, diverse environment.
Position Duties & Functions:
This role will be responsible for addressing members' needs across multiple channels, including proactive outbound calling, video banking, chat, and the inbound call center. The role requires meeting performance standards and ensuring exceptional member service while adhering to the following duties and functions:
- Identify growth opportunities and use effective follow up to adhere to both individual and virtual growth targets as assigned.
- Process membership applications and collect initial deposits.
- Conduct Video Banking Appointments
- Identify and proactively offer guidance for our members to earn more from their savings
- Identify member needs by deepening relationships and promote new and additional products and services to enhance members’ financial satisfaction.
- Provide information on all Credit Union services, council members and prospective members in video banking or by phone on membership requirements and provides information on all savings and consumer loan products.
- Recognize and identify member’s deposit and loan needs demonstrating through understanding of all consumer products.
- Assess caller needs and provide information to members and potential members on all Credit Union related topics, demonstrating strong policy, procedural, system and operational knowledge.
- Handle complex member requests and ability to work in all workgroups, including Consumer and Real Estate Lending, ATM/Debit Card, Online/Mobile Banking, Foreign Currency, Wires and Outbound Calls for Service and/or Growing the Business.
- Proactively engage member interest in Credit Union Products and Services by assessing member needs through deep level conversations. Demonstrate a strong working knowledge and seize the opportunity to make referrals or open additional accounts.
- Educate members regarding how to reach financial goals, complex procedures, and self-serve options. Ability to navigate all resources available and direct members to take advantage of services and information.
- Trouble-shoot and resolve member issues within assigned authority, using resources available to ensure service level agreements are met. Escalate concerns when necessary to appropriate individuals in a timely manner, serving as the member advocate.
- Identify trends impacting members through root cause analysis and report to appropriate lines of business as well as make recommendations to management for improvements.
- Adhere to security and confidentiality protocols, operational procedures, and best practice guidelines.
- Document member interactions accurately and clearly in our Customer Relationship Management system.
- Complete required security and regulatory online training modules
- Stays current with emails, Knowledgebase, and Intranet content
- Develop and mentor other agents
- Assist with projects and initiatives
Other duties as assigned
POSITION REQUIREMENTS
EXPERIENCE and EDUCATION:
- 5+ years’ Branch or Call Center Experience is required
- High school diploma, GED or equivalent.
- An equivalent combination of education and experience may substitute for stated qualifications.
KNOWLEDGE and SKILLS:
- Ability to write and speak effectively in English using correct spelling and grammar.
- Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key.
- Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, and Excel. Moderate keyboard skills at 40 wpm.
- Ability to actively listen to fully capture needs and match sense of urgency.
- Familiar with Customer Relationship Management (CRM), and document storage systems.
- Excellent customer service skills.
COMPETENCIES:
- Impeccably high integrity and must maintain complete confidentiality of member, employee, and Credit Union information.
- Willingness to take responsibility for his/her actions and respond promptly.
- Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems.
- Initiative and self-direction.
- Ability to effectively communicate and collaborate with people at all levels.
- Sound problem-solving and decision-making ability, including the ability to prioritize.
- Ability to efficiently produce a significant volume of high-quality work.
- Must be able to travel to branches for audits, as required.
- The ability to understand and align with our core competencies through daily projects and tasks:
Growth Mindset
Diversity & Inclusion
Communication
Change Ready Leadership
Responsibility
Problem Solving
Tech & Data Savvy
CU Business Acumen
PHYSICAL DEMANDS:
- Work involves extensive use of computers, up to eight hours per day. Appropriate visual, dexterity and other physical abilities are required.
- May include occasional pushing, pulling, or carrying objects weighing up to 20 pounds.
- Must be able to speak and present on the telephone and/or through digital means of communication, including but not limited to Zoom/Teams/or other video technologies.
- Must be able to speak on the telephone for extensive periods at a time, handling high interaction volumes.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SALARY AND BENEFITS:
Salary is based on qualifications and geographical location (Zone). Benefit information can be located on our Careers page here: https://www.chevronfcu.org/about-us/careers
Zone 1: $49,440 - $67,980
Zone 2: $44,990.40 - $61,861.80
Zone 3: $41,529.60 - $57,103.20
Zone 4: $39,552 - $54,384
Please note that annual salary ranges are posted for these roles; however, compensation will be paid on an hourly basis, and the ranges displayed are based on 2,080 hours per year.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:
Chevron Federal Credit Union (CFCU) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status. CFCU participates in E-Verify.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 800-232-8101 for assistance.
CFCU Is CPRA Compliant for California Employees and Applicants, to review the Notice at Collection, click here. To submit a request, please refer to the Careers page for the CPRA Request Form.
Originally posted on Himalayas
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