Member Support Representative

🕒 March 28

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Chevron Federal Credit Union

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1935

🏦 Banking

💸 Finance

🤝 Non-profit

Banking • Finance • Non-profit

Chevron Federal Credit Union is a member-owned, nonprofit financial cooperative serving Chevron employees, partners, and eligible communities. It provides consumer-focused banking services including checking and savings accounts, mortgages, auto and personal loans, credit cards, and digital/mobile banking. The credit union emphasizes competitive rates, shared-branch and ATM access, financial guidance, and member-oriented support and relocation services.

📋 Description

• Answer calls in the general workgroup and provide information to members and potential members on Credit Union membership, products and services and other pertinent Credit Union information • Process basic non-cash financial transactions, such as share and loan transfers, loan payments, loan advances, fee reversals, and check disbursements • Process basic account maintenance transaction, including but not limited to address changes and other contact information, stop payments, wire transfers, ATM and Debit Cards, and resetting passwords • Send members information and forms via DocuSign • Handle basic internet and mobile banking requests, including but not limited to password changes, multi-layer authentication changes and bill payment inquiries • Generate member interest in Credit Union Products and Services, making referrals when appropriate • Research information to resolve member requests and concerns, working closely with supervisors and other departments • Escalate issues in a timely manner to ensure service level agreements are met • Track trends and system issues to ensure accurate reporting to appropriate lines of business and management • Adhere to security and confidentiality protocols, operational procedures, and best practice guidelines • Document member interactions accurately and clearly in our Customer Relationship Management system • Perform outbound service calls for afterhours calls and solar loan welcome calls • Complete required security and regulatory online training modules • Stays current with eMails, Knowledgebase, and Intranet content • Perform other duties as assigned by Call Center Manger • Maintain complete confidentiality of member, employee, and Credit Union information

🎯 Requirements

• 1 to 2 years’ Call Center, Teller or Retail experience required • High school diploma, GED or equivalent • Ability to write effectively in English using correct spelling and grammar • Ability to speak clearly, tactfully, and effectively in English, appropriately using empathy, courtesy, and professionalism • Ability to actively listen to fully capture needs and match sense of urgency • 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, Excel, and Zoom • Moderate keyboard skills at 40 wpm • Familiar with Customer Relationship Management (CRM), database and document storage systems.

🏖️ Benefits

• 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