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  • Sacramento, CA 95826

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Call Center Member Service Representative

Golden 1 Credit Union • Sacramento, CA

Posted 14 days ago

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Job Description

Looking for an opportunity to start your career in Banking? Golden 1's Member Service Representative is one way our employees provide exceptional customer service to meet our member's needs. This position is concerned with building strong long-term relationships with Golden 1 members through the servicing of members in a professional, efficient courteous manner, and responding to member inquiries by telephone and identifying referral opportunities to enhance member relationships


  • Profile every member while processing service transaction(s) identifying opportunities to help members relative to Golden 1 product or service. Cross sell The Golden 1 products and services effectively by initiating the referral to a Member Relationship Specialist.
  • Participate in the organizing and executing of the referral programs in the Member Service Contact Center in order to achieve referral goals and objectives.
  • Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Monitor and comply with all established security, internal audit, and applicable government policies and regulations. Maintain a thorough understanding of Credit Union and Member Service Contact Center policies, procedures, and guidelines.
  • Ensure compliance with Credit Union and Member Service Contact Center policies, procedures, and guidelines while establishing and servicing all Credit Union accounts, related products, and services.
  • Identify, investigate, and resolve member concerns, as well as process and complete member transactions in a timely and efficient manner.
  • Update and maintain accurate member and Credit Union account information.
  • Achieve performance standards commensurate to grade level in call volume, phone efficiency and referrals in a fast-paced environment.


  • Prolonged sitting throughout the workday using the telephone to accomplish tasks.

    2. Effective oral and written communication skills required to assist other staff members and constructively follow-up on member inquiries and concerns.

    3. Hearing in the normal range is required. A telephone device to enhance hearing will be provided if needed.

    4. Corrected vision in the normal range is required to read on-line computer screens and prepare required documentation.


  • EDUCATION: Successful completion of High School curriculum or equivalent work experience.

    2. EXPERIENCE: One year customer service experience and/or six months financial services experience.

    3. KNOWLEDGE/SKILLS: Internal Branch Transfers- Current knowledge of the following:

  • The Golden 1 Credit Union products and Services and its policies and procedures.
  • In-depth knowledge of The Golden 1 Credit Union operation/lending policies and procedures.
  • Functional knowledge of Teller Navigator, Lending Navigator, Loans, and New Accounts.
  • Strong oral and written communication skills acquired through experience in a Retail setting or through a Financial background.
  • Ability to converse, demonstrates sincere concern, and builds rapport while looking for offering opportunities to expand the relationship in English and/or Spanish with callers.
  • Must be able to multi-task and work independently with difficult callers.
  • Meet performance standards commensurate to grade level in call volume, phone efficiency, and sales production. Skills testing related to product knowledge (PKOR).
  • Knowledge of intranet/internet, and good oral and written communication skills.
  • Bilingual skills a plus - English/Spanish.

    Call Center Operational hours: Monday through Friday 7:30am-7:00pm, Saturday's 8:30am-5:00pm.

    Work schedules: 10:00am-7:00pm during the work week, Saturday 8:30am-5:00pm with Sunday and a week day off. Schedule will include a rotating Saturday off.

    Training schedule: Paid training Monday-Friday 8:00am-5:00pm for 4 weeks.





    Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
  • Job ID: 5000270800106
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