Job Description

Is the “Face of our Credit Union." Provides outstanding Member Service while conducting financial transactions under the policies and procedures set forth by SAFCU. Answers Member questions regarding Credit Union services provided and performs a variety of account maintenance. Cross sells services and performs related administrative duties as required. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Processes all transactions over the phone, including, but not limited to, deposits, withdrawals payments, closed accounts, change of address and any inquires while adhering to policy and procedures of SAFCU.

• Process all Member financial transactions over the phone, efficiently, accurately, and with the highest level of Member service. These transactions include, but are not limited to: checking account balances, reviewing transaction history, funds transfers, wire transfers, Bill Payer, account information changes, investigating account discrepancies, processing loans, and ordering checks.

• Handles Home Banking Access, VSP Access. Activates and orders ATM and Debit cards. Also will block/capture cards.

• Provides assistance by responding to Members via incoming phone calls, articulating SAFCU products and services (such as Debt Protection, MBI and GAP Insurance). Also processes all facets for IRAs and Trust Accounts. Assists in opening or closing all checking, savings, and certificate products.

• Provides liaison service by efficiently directing phone inquires between members and various departments and organization to ensure a consistent and positive image for SAFCU.

• Provides high quality member service by greeting Members, using the member’s name during the transaction and efficiently and accurately processing transactions.

• Ability to read credit report, preferred

• Analyze Member's financial needs and effectively cross-sell products and services.

• “Recaps" the transaction by telling the member what transactions were processed.

• Resolves Member problems or refers problems beyond their authority to the appropriate internal representative to ensure accurate, courteous, friendly, timely and professional service to all members.

• Alerts supervisory personnel to any suspicious activity regarding transactions including forgery, theft, fraud, kiting, etc.

• Provides clerical support by maintaining accurate account information, other records and documents as required.

• Executes standards as set forth by Mystery Shop training. (“Recapping" transactions, promotion of website and e-Station, cross selling, etc)

• Performs various file maintenance and data entry including but not limited to processing returned mail, use of 10-key calculator and keyboarding, Use of internet and other software programs.

BSA RESPONSIBILITIES

• Is responsible for compliance with all required regulations and policies, especially with all Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies, procedures and regulations. More specifically:

• Follows all CIP policies and procedures when opening a new account to include checking the accuracy and validity of identifying date at the time a new account is opened.

• Considers the source of funds when opening, reviewing or transacting accounts. If suspicious, the employee must complete and submit

• an Incident Report to the BSA Officer.

• Ensures identities are checked against OFAC list at the following times:

• Bilingual in Spanish and English

• Minimum High School diploma or GED required

• Minimum of 1 year experience in the banking/credit union industry

• Must be flexible and proactive

• Call Center experience strongly preferred

• Must have excellent verbal and communication skills, and the ability to make product presentations

• Must have the ability to use Microsoft Office

• Ability to maintain confidentiality

• Excellent people and organizational skills

• Ability to pay close attention to detail and coordinate various activities simultaneously

• Willingness to take on duties outside the scope of current position

WORK SCHEDULE REQUIREMENTS:

• Ensure a minimum personal workweek of 8 hours/day, and 40 hours/week, as needed to complete job responsibilities.
• Is flexible with varied start and end times for work.
• Maintain ability to work outside normal work hours as reasonably requested by senior management.

Company Description

We are a small Credit Union located in the civic center of Santa Ana. We serve anyone who lives, works, goes to school or worships in Santa Ana. Our Credit Union started in 1950 and is going strong in 2017. If you like working in a family atmosphere SAFCU is just for you!