Member Service Center Representative - Closer 11am to 8pm

Job title: Member Service Center Representative - Closer 11am to 8pm

Redwood Credit Union is looking for a Full Time Member Service Center Representative, who will perform routine and specialized telephone requests and back-office work associated with the Member Service Center in processing Member transactions.

Key Responsibilities

Service:

• o Answer the telephone within established performance and service guidelines.
• o Complete phone transactions accurately and efficiently.
• o Disseminate and provide education of lending, CUSO and membership information to callers.
• o Ensure problem ownership in an effort to protect the Member experience by researching Member problems, complaints and questions. Responding with thorough, and accurate information through oral and/ or written communication, or by directing them to the appropriate department or person for assistance
• o Provide basic level technical support of our online and Mobile banking platforms
• o Deliver excellent Member service by implementing Credit Union policy and departmental procedures and following RCU service philosophy and standards.

Sales & Efficiency:

• o Attain individual and departmental goals and objectives as established in the MSC performance standards.
• o Cross-sells Credit Union products and services.
• o Demonstrate efficiency by maintaining professional control of member conversation, and follow accurate procedures.

Support:

• o Post and balance daily work and maintain proper documentation.

• o Utilize online manuals and knowledge repository as a resource

• o Complete departmental and back-office tasks as assigned including typing routine letters and/or documents.

• o Compile data and complete work related to departmental reports.

• o Maintain files, post records, make and check routine calculations

• o Perform all functions in a security conscientious manner.

• o Attend department meetings and contribute information as is appropriate.

• Join us and discover why you'll love working at Redwood Credit Union!

ABOUT REDWOOD CREDIT UNION (RCU):

• At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad.

• As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all.

• Why work for Redwood Credit Union?

• 21st largest credit union in the U.S. and the largest financial institution based in the North Bay

• Recognized by Newsweek as one of "America's Best Credit Unions 2026"

• Awarded a 5-Star Bauer Rating

• Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 2026"

• Top Corporate Philanthropists (#24) - San Francisco Business Times

• Voted Best Places to Work in the North Bay 21 years in a row

• World-class Employee Engagement scores

• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate

• Industry leading Net Promoter Scores across the U.S.

• Minimum Qualifications

• Knowledge, Skills and Abilities

• Knowledge of modern office methods, practices and procedures.

• Skill in the operation of a personal computer with Internet and Intranet access in a Windows environment.

• Must possess demonstrated Member service skills.

• Ability to cross-sell products and services to meet Member needs.

• Ability to make mathematical computations.

• Ability to type 40 words per minute.

• Ability to communicate effectively both verbally and in writing.

• Ability to establish and maintain effective working relationships with a diverse group of people.

• Ability to work a rotating schedule which will include working on Saturdays.

• The ideal candidate has a combination of education and experience equivalent to a high school diploma or closely related field and a minimum of two years of call center, retail or clerical experience in a customer service environment.

• Compensation: Base starting range: $24.00 to $31.00 per hour commensurate with experience. This position is also eligible for an 8% call center differential

• Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

• Redwood Credit Union offers a robust benefits package to our eligible employees including:

• Competitive medical, dental, and vision insurance, mental health offerings

• Employee performance incentive plan

• Salary Advancement– Merit increase based on performance

• 401(k) program with employer match

• Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!

• RCU Discounts and Perks:

• RCU employees are eligible for a .75% discount off RCU standard collateral auto loans

• RCU employees are eligible for a 1% discount on all recreational or boat loan products

• 2% discount off Visas and LOC Loans through RCU

• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.

• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.

• 0% interest on garment, fitness, or home office equipment loan of up to $500

• 100% financing for employee purchased homes!

• Physical Requirements:

• Ability to talk on the phone

• Ability to stand, bend, stoop, sit, walk, twist and turn.

• Ability to lift up to 15 pounds.

• Ability to use a computer keyboard and calculator.

• Work environment is indoors; majority of the time is spent sitting at a desk.

• Redwood Credit Union is not offering Visa transfers and/or sponsorships for this position.

• Internal Team Members: If you are a current Team Member, please apply through the internal careers page located in RCUNET.

• We are an Equal Opportunity Employer