Sr. Member Experience Specialist

Chevron Federal Credit Union is one of the top-run credit unions in the country – and one of the largest, with $5 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. 

Passionate about advocating for people, deepening member relationships, resolving issues, and proactively outreaching to members and enjoys working in a fast-paced, diverse environment.  

Position Duties & Functions

This role is 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:

• Identifies growth opportunities and uses effective follow up to adhere to both individual and virtual growth targets as assigned.
• Processes membership applications and collects initial deposits.
• Conducts video banking appointments.
• Identifies and proactively offers guidance for our members to earn more from their savings.
• Identifies member needs by deepening relationships and promotes new and additional products and services to enhance members’ financial satisfaction.
• Provides information on all Credit Union services, councils members and prospective members in video banking or by phone on membership requirements, and provides information on all savings and consumer loan products.
• Recognizes and identifies member’s deposit and loan needs demonstrating through understanding of all consumer products.
• Assesses caller needs and provides information to members and potential members on all Credit Union related topics, demonstrating strong policy, procedural, system, and operational knowledge.
• Handles complex member requests and works 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 engages member interest in Credit Union products and services by assessing member needs through deep level conversations. Demonstrates a strong working knowledge and seizes the opportunity to make referrals or open additional accounts.
• Educates members regarding how to reach financial goals, complex procedures, and self-serve options. Navigates all resources available and directs members to take advantage of services and information.
• Trouble-shoots and resolves member issues within assigned authority using resources available to ensure service level agreements are met. Escalates concerns when necessary to appropriate individuals in a timely manner serving as the member advocate.
• Identifies trends impacting members through root cause analysis, reports to appropriate lines of business, and makes recommendations to management for improvements.
• Adheres to security and confidentiality protocols, operational procedures, and best practice guidelines.
• Documents member interactions accurately and clearly in our Customer Relationship Management system.

• Completes required security and regulatory online training modules.
• Stays current with emails, knowledgebase, and Intranet content.
• Develops and mentors other agents.
• Assists 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

• Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems.
• Impeccably high integrity.
• 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 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 vision, 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: $23.77 - $32.68

Zone 2: $21.63 - $29.74

Zone 3: $19.97 - $27.45

Zone 4: $19.01 - $26.15

This position participates in the Call Center Incentive Plan. Incentives are paid quarterly and are based on overall call center survey performance, team service metrics (including Average Speed of Answer), and individual sales production. Sales incentives are paid per product point earned in accordance with plan terms. Total annual incentive opportunity is capped at 10% of eligible earnings. Incentive payments are discretionary and performance based. 

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.

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