Job Location: Glendale, CA 91205
Job Salary: $26.06 – $38.59 an hour – Full-time
As a Phone Member Services Specialist II at L A Federal Credit Union, you will play a pivotal role in delivering exceptional member service. Under general supervision, you will supervise the Contact Center staff and manage day-to-day department operations to ensure prompt, efficient, accurate, and friendly service to our members. This role involves responding to member inquiries, processing transaction requests, resolving complaints, and conducting research in accordance with policies and procedures. Additionally, you will be responsible for monitoring and evaluating staff performance, ensuring adequate staff coverage, and maintaining job standards. This may also be a hybrid remote position, subject to departmental needs and performance criteria.
- Monitor all Contact Center functions and communication queues to ensure adequate staff coverage.
- Provide feedback to staff on incoming calls, evaluating and coaching them on service issues, accurate responses, professionalism, and adherence to guidelines.
- Assist members with financial needs, including answering questions, processing transactions, resolving complaints, and conducting research.
- Communicate Credit Union policies clearly, resolving member concerns professionally.
- Utilize knowledge of credit union products and services, membership and loan criteria, and digital services to support staff through cross-training.
- Perform file maintenance reporting, fee reversals, and fund releases within authorization limits.
- Monitor staff and PSCU afterhours assistance to ensure job standards are maintained.
- Resolve escalated calls, provide staff with overrides and approvals based on assigned limits.
- Review internal voice analytic Mystery Shops and external survey results with staff, and provide training and evaluation.
- Provide back-up for any department position and adjust work hours as needed to accommodate members or staff shortages.
- Deliver excellent member service through various communication channels, maintaining a professional and pleasant attitude.
Qualifications & Opportunities:
- Requires 2 years of previous customer service supervisor experience.
- 1 to 2 years of experience in a financial institution, with call center experience preferred.
- Proficiency in Email, Secure Message, Web Chat, and SMS text communication.
- Friendly and professional demeanor.
- Excellent communication, judgment, attention to detail, and multitasking skills.
- The base salary range for this position is $26.06 to $38.59 in California.
- The starting base hourly rate typically falls between $26.06 and $32.32, based on experience and qualifications.
L A Federal Credit Union is an Equal Opportunity Employer, committed to building an inclusive and diverse workforce.
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