Member Service Representative II

Job Location: 1053 West Sunset Boulevard, Los Angeles, CA 90012

Job Salary: $23 – $25 an hour – Full-time

Job Description:

Water and Power Community Credit Union (WPPCU) is a trusted financial partner for its members, committed to providing solutions, clarity, and personalized service to enhance their lives. With a focus on “Helping you afford life” and “People before profits,” we have been serving our members since 1936 and have grown to manage over $900 million in assets. We believe in the credit union movement and are dedicated to offering our members education, support, and guidance for building strong, independent financial futures.

What You Will Do:

As a Member Service Representative II, your responsibilities will include:

• Member Focus (20%): Ensuring compliance with credit union member service standards and promoting retail sales by selling credit union products and services in person and through telemarketing events. Handling member correspondence, resolving inquiries, and providing product information.
• Business Development (15%): Supporting the sales division to meet member demand with sales and service delivery. Offering credit union products and services in person and through telemarketing events. Conducting in-branch promotions and presentations as directed by branch management.
• Quality (15%): Utilizing Total Quality Management (TQM) tools and techniques to continuously improve work processes. Assisting other staff members with product and service issues and performing duties as delegated by branch management.
• Teamwork and Cooperation (10%): Maintaining effective communication between the branch and other service centers to achieve exceptional member service.
• Communication (10%): Maintaining professional standards in member and staff interactions, written correspondence, and branch appearance. Composing correspondence and communicating with members as necessary.
• Job Knowledge (30%): Providing an in-depth level of knowledge in areas such as IRA, Trust Account, Deceased Account, and POA. Approving loans within credit union guidelines, opening all credit union accounts, and performing complex account research.

Who You Are:

You excel in customer service and can provide value-added quality service and sales to members. You are proficient in efficiently handling member transactions and cross-selling credit union products and services.

Qualifications:

• Experience: A minimum of two years of customer service and retail sales experience with a proven track record. One to two years of loan processing and funding experience. One year of branch operations experience. One year of experience in IRA, Deceased Accounts, and POA.
• Education: High School Diploma, G.E.D., or equivalent.
• Interpersonal Skills: You possess a significant level of trust and diplomacy and can effectively communicate with others. Motivating or influencing others may be part of your work. You have good verbal and written communication skills.
• Other Skills: Intermediate knowledge of computers and applications, including Microsoft Windows, Microsoft Word, Microsoft Excel, Internet Browsing, and good verbal and written skills. You have significant experience in Trust Account, Deceased Account, and IRA.

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What’s In It For You:

We offer competitive benefits and compensation, including:

• Medical, Dental, Vision, Life Insurance
• 401K (6% matching)
• Paid Time Off (PTO)
• Flexible Spending Accounts
• Education Reimbursement
• Transit Subsidy

Important Information:

You’ll work Monday through Friday, 40 hours per week. You’ll use standard office equipment like computers, phones, printers, copiers, and filing cabinets. The position may also involve manual dexterity, including lifting files and handling paperclips.

Disclaimer:

The statements provided are intended to describe the general nature and level of work being performed. They are not an exhaustive list of all responsibilities, duties, and skills required. Personnel may be required to perform duties outside of their normal responsibilities as needed.

WPPCU is committed to equal employment opportunity and considers all qualified applicants, including those with criminal histories, in compliance with legal requirements.

If you have a disability or special need that requires accommodation, please inform us.

Benefits:

• 401(k) with matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute/Relocate:

• Los Angeles, CA 90012: Reliable commute or planning to relocate before starting work (Required)

Experience:

• Credit Union: 1 year (Preferred)
• New Accounts: 1 year (Required)