CCCU MISSION STATEMENT:
Our mission is to partner with members and ministries to help them become better stewards and achieve their financial goals.

VISION STATEMENT:
Making a positive difference.

CLASSIFICATION:
FINANCIAL SERVICES REPRESENTATIVE I, GRADE 6

FLSA STATUS:
NON-EXEMPT

REPORTS TO:
FINANCIAL SERVICES SUPERVISOR
AVP, CALL CENTER

LOCATION:
COVINA

HOURS (Must be available between):
MONDAY – FRIDAY, 7:45am to 6:05pm
SATURDAY (Rotating) - 8:45am to 1:05pm

SALARY:
$14 per hour

BENEFITS:
Medical, Dental, Life Insurance, LTDisability, Vision Reimbursement Plan, Section 125 Plan, EAP, Pension and 401(k) Plan.

The selected applicant will first have a trial period through a temporary agency before being considered for regular employment. We are an Equal Employment Opportunity Employer.

GENERAL RESPONSIBILITIES:
Cultivate and retain member accounts by determining the nature and extent of each member's financial service needs and make them aware of additional services and accounts available; give each member the best possible service; actively sell and promote the credit union's full line of investments and financial services in person, over the phone and in writing.

Employee is empowered to meet member needs and resolve disputes at the initial point of contact in as quick a manner as possible, using any appropriate measure available within the scope of his/her abilities and pre-approved guidelines.

PRINCIPAL ACCOUNTABILITIES:
• Provides quality member service
• Enhances organization reputation by accepting ownership for accomplishing new and different requests
• Establishes new memberships and additional services by creating account records over the phone
• Promotes team participation on a departmental and organizational level
• Assists members with monetary and non-monetary transactions such as inquiries, transfers, check withdrawals, loans, stop payments, member account changes
• Processes loan pre-approvals over the phone
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions
• Cross-sells credit union services and products
• Performs outbound calling to increase banking relationships and meet members’ financial needs
• Balances daily work and maintains fee reversal limits
• Maintains fee reversal limits
• Other related duties as assigned

REQUIREMENTS:
High School Diploma or equivalent required
Six months of banking experience required
Cross-selling experience required
One year of dealing with the public in a call center environment preferred
Bilingual preferred (English and Spanish)
Knowledge of accounting principles preferred
Excellent verbal and written communication skills
Good telephone techniques
Ability to work under pressure in a fast-paced environment
Ability to follow through on members’ requests
Completion and passing of in-house training/testing and certification for current position
Ability to deal effectively with multiple tasks and interruptions
Good organization skills
Ability to work on computers
Attention to detail
Ability to work with supervision and follow instructions
Math aptitude
Typing at 25 wpm
10-key at 25 wpm
Ability to lift up to 25 lbs
Ability to exercise confidentiality
Regular attendance and punctuality
Ability to work as part of a team
Professional appearance
English literacy

This job description is to be used as an employee guideline. Management reserves the right to amend this job description if necessary.