About Patelco Credit Union:
We’re here to help people in communities throughout Northern California build financially healthy lives. We do this by being attentive and partnering with our members to understand what is financially best for them. We thrive on change, and we put people first. If you’re looking to use your skills and knowledge to make a difference in the lives of others, we look forward to hearing from you.
Patelco Credit Union is a not-for-profit credit union committed to serving the financial health and wellbeing of its membership. With more than 400,000 members primarily in and around northern California, Patelco is committed to improving their members’ financial well-being and fueling hope and opportunity for its members by offering personalized solutions, advice, and expertise that empower them to achieve personal financial freedom. Founded in 1936 with $500 in assets by employees of the Pacific Telephone and Telegraph Company, Patelco is in the top one percent of U.S. credit unions with more than $9 billion in assets.
Overview:
MCC Representatives are passionate about providing superior service and financial solutions via calls, chats and emails. They demonstrate genuine compassion and care for others and respect every member’s journey towards financial health. MCC Representatives support members from remote channels such as telephone, web, email, and mobile messaging. Their consultative qualities and empathetic characteristics make them great financial educators on products and services that resolve issues and offer proactive guidance for anticipated future needs. MCC Representatives have a member’s first mentality and consistently demonstrate selfless acts of kindness in serving others. They are highly engaged and help drive a successful culture and environment through positivity, continuous learning, teamwork, and FUN.
The MCC Representative’s success is measured by the individual’s ability to contribute to something greater than oneself, including strong performance with contact center metrics, exceptional quality with call/chat/email monitors, positive member surveys and feedback, all while supporting the contact center team in achieving superior member service and experience. The primary purpose of this role is to deliver outstanding service to both internal and external members via the phone.
This role is located onsite at our Merced Contact Center, with the potential to transition to a hybrid work arrangement.

Responsibilities:

• Deliver exceptional service to both internal and external members, in alignment with the credit union’s mission, vision, and values.
• Maintain thorough knowledge of Patelco products, services, fees, policies, and procedures.
• Assist members with phone inquiries on accounts and loans.
• Process member requests over the phone such as payments and transfers.
• Actively listen and seek to understand member financial needs, questions and concerns.
• Notate systems of record for each interaction and create service requests as needed.
• Educate members on digital services enrollment, features, and benefits.
• Help members with troubleshooting basic online banking and mobile errors/issues including user ID and password resets.
• Identify needs and offer products and services that improve the financial well-being of our members.
• Provide routine information on credit union products or services, including eligibility for membership, types of credit union accounts, current dividend rates, locations, office hours, and telephone numbers.
• Refer members to home loan mortgage officers or financial advisors upon discovering financial needs.
• Remain up to date on compliance training and continuous learning and development planning.
• Have strong customer service skills.
• Strong commitment to consistent attendance and punctuality.
• Be proficient on PC, MS Office Products, and Email systems.
• Strong technical skills with troubleshooting and understanding of digital services.
• Experience with Salesforce Lightening service requests a plus.
• Business professional verbal and written communication skills.
• Exhibit a sense of urgency and ability to multi-task
• Be detail oriented, well organized, a team player, and self-starter
• Be committed to the concepts of “One Team” and “elevated member service”
• Desire, ability, and experience in working with and helping other people
• Ability to work efficiently in a fast-paced contact center
• Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union’s policies and procedures.

Qualifications:

• Have a HS Diploma/GED.
• 1-2 years of customer service experience (preferably financial institutions or contact centers).
• Ability to work flexible hours within Hours of Operation of Monday-Friday 7:30AM-7:00PM and Saturdays 7:30AM-4:00PM Pacific (Saturday rotation available)
• Bilingual (English/Spanish) skills are a plus
• Position is based in Merced, CA

Target Base Pay:
$22 / hr
Compensation at Patelco:
Please note that the salary information is a general guideline only. Patelco Credit Union considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.
We Offer:

• Deliver exceptional service to both internal and external members, in alignment with the credit union’s mission, vision, and values.
• Maintain thorough knowledge of Patelco products, services, fees, policies, and procedures.
• Assist members with phone inquiries on accounts and loans.
• Process member requests over the phone such as payments and transfers.
• Actively listen and seek to understand member financial needs, questions and concerns.
• Notate systems of record for each interaction and create service requests as needed.
• Educate members on digital services enrollment, features, and benefits.
• Help members with troubleshooting basic online banking and mobile errors/issues including user ID and password resets.
• Identify needs and offer products and services that improve the financial well-being of our members.
• Provide routine information on credit union products or services, including eligibility for membership, types of credit union accounts, current dividend rates, locations, office hours, and telephone numbers.
• Refer members to home loan mortgage officers or financial advisors upon discovering financial needs.
• Remain up to date on compliance training and continuous learning and development planning.
• Have strong customer service skills.
• Strong commitment to consistent attendance and punctuality.
• Be proficient on PC, MS Office Products, and Email systems.
• Strong technical skills with troubleshooting and understanding of digital services.
• Experience with Salesforce Lightening service requests a plus.
• Business professional verbal and written communication skills.
• Exhibit a sense of urgency and ability to multi-task
• Be detail oriented, well organized, a team player, and self-starter
• Be committed to the concepts of “One Team” and “elevated member service”
• Desire, ability, and experience in working with and helping other people
• Ability to work efficiently in a fast-paced contact center
• Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union’s policies and procedures