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Member Support Representative

CA - San Diego

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Primary Objective

Assist members with their needs over the phone and via e-services, all while acting out the credit union's vision statement and ensuring excellent member service.

Position Requirements

Accurate keyboard skills and familiarity with 10-key calculator

Effective oral and written communication skills

Effective listening skills

Well organized

Effective people skills

Easily adaptable to a fast pace

Clear speaking skills

Ability to prioritize

Strong knowledge of comfort of electronic services


PRINCIPAL ACCOUNTABILITIES TO INCLUDE BUT NOT LIMITED TO:

  1. Assist members by accurately completing their transactions/requests in a timely manner.

  • Complete transactions accurately and in a reasonable timeframe

  • Employ a calming tone of voice when communicating with members

  • Abide by all government regulations, Credit Union policies and procedures with respect to transactions performed

  • Keep abreast of current products, procedures, and services to efficiently cross-sell at each opportunity

  • Treat every member encounter as an opportunity to expand our services

  • Expected to cross-sell the credit union products regularly. Must meet quarterly goals as established by supervisor

  • Answer phone promptly

  • Fee members as deemed appropriate


  1. Perform back-office duties in a timely manner

  • Communicate in writing professionally; i.e. eBranch messages, email, chat

  • Communicate any delays to members

  • Process requests accurately


  1. Assist with special projects.

  • Conduct appropriate research when applicable

  • Keep appropriate personnel apprised of progress

  • Complete projects in a timely and efficient manner

  1. Maintain friendly and professional demeanor at all times.

  1. Represent the Credit Union in a professional manner in all areas of staff and member relations in order to reflect a positive image of Cabrillo Credit Union. Uphold and embrace the Credit Union's core values.

  • EMPOWERMENT: We nurture and empower our members and employees to achieve ambitious results.

  • TEAMWORK: We are a vibrant team of inspired people who make big things happen.

  • HONESTY: We always operate with integrity.

  • SERVICE: We serve our members with passion

  • COOPERATIVE: We find meaningful ways to give back to the community that we support


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