Member Service Specialist - Remote

Job DetailsJob Location: Remote CA - NA, CA 99999Salary Range: $23.16 - $28.95 HourlyJOB SUMMARY Delivers on University Credit Union’s core purpose of giving the university community a financial edge  by providing exceptional service and support through inbound and outbound phone, video, and digital  channels. The Member Services Specialist ensures each member interaction is positive, professional, and  consistent with UCU’s CHAMPION values. This remote role is responsible for processing financial  transactions, resolving account inquiries, promoting credit union products and services, and supporting  digital banking needs while contributing to a seamless member experience. LOCATION 100% Remote ABOUT UNIVERSITY CREDIT UNION University Credit Union (UCU) is a purpose-driven financial cooperative dedicated to providing everyone  in the university community a financial advantage.  UCU was founded in 1951, on-campus, by a group of UCLA employees. Over 70 years later, we continue  to exclusively serve the university community and have expanded our reach beyond UCLA. We continue  to align ourselves with universities and have expanded our reach to numerous universities across  California, the West Coast Conference, and the Big West Conference.  UCU’s focus has been diversifying and building a foundation for future growth. By partnering with the  university community, we can provide products and services tailored to their unique needs. To best  serve our member-owners, UCU delivers on our purpose, to give every member in the university  community a financial advantage, by following our three key differentiators: Member Service Specialist Page 2 o We were founded by the University Community for the University Community  o We provide conflict-free unbiased financial advice from certified professional coaches o We guarantee our rates on auto loans, credit cards, consumer loans, and HELOCs are ALL within  the top 5% lowest nationwide of all federally insured financial institutions.  KEY DUTIES AND RESPONSIBILITIES 1. Perform Financial Transactions    Accurately process a wide range of member transactions, including deposits, withdrawals, loan    payments, and internal transfers for checking and savings accounts. 2. Execute and Confirm Member Requests     Verbally confirm transactions to ensure member needs are fully met. 3. Resolve Member Inquiries     Provide clear and timely resolutions for account questions, system issues, and product inquiries.      Research discrepancies and determines eligibility for adjustments or exceptions. 4. Support Digital Banking Services     Assist members with mobile and online banking, including password resets, Payrailz and bank     transfer requests, and troubleshooting access issues across digital platforms. 5. Assist with Loan and Payment Servicing     Handle loan payments, validate amounts, and ensure account updates are completed promptly     and accurately. 6. Maintain Operational Accuracy and Reporting    Complete required weekly and monthly reporting, escalate issues that may impact accuracy or     member satisfaction. Notify supervisors of any discrepancies in a timely manner. 7. Promote Products and Financial Solutions    Identify opportunities to improve member financial wellness by recommending relevant UCU     products and services. Meet service and referral goals through personalized needs-based     conversations. 8. Maintain Professional Standards in Remote Environment    Uphold a high level of professionalism through tone, communication, appearance (for video     interactions), and punctuality. Foster a respectful and member-focused virtual work culture. 9. Support Internal Departments and Cross-Functional Needs    Collaborate with team leads and other departments to complete special requests, merchant     verifications, and interdepartmental escalations. 10. Comply with Regulatory and Organizational Requirements    Adhere to all credit union policies and federal regulations, including but not limited to: the Bank     Secrecy Act (BSA), Patriot Act, Anti-Money Laundering (AML), and OFAC guidelines. Complete     annual compliance training as required. QualificationsKNOWLEDGE & SKILLS EDUCATION/CERTIFICATION • High school diploma or GED required • Completion of UCU certification programs post-hire REQUIRED KNOWLEDGE • Basic understanding of credit union operations, digital banking tools, and account services • Working knowledge of financial regulatory and compliance standards EXPERIENCE REQUIRED • 2–3 years of customer service and sales experience, preferably in a credit union, financial  institution, or contact center environment • Demonstrated ability to promote financial products and meet performance goals • Prior experience supporting members in a remote or digital service setting preferred SKILLS & ABILITIES • Excellent verbal and written communication skills • High attention to detail and accuracy in data entry and transactions • Proficient with Microsoft Office and digital platforms such as Symitar, Genesys, or similar  systems • Strong organizational skills and ability to manage time independently in a remote work  environment • Collaborative team player with a member-first mindset and strong problem-solving capabilities • Ability to remain calm and empathetic under pressure, while consistently delivering quality  service PHYSICAL & REMOTE WORK REQUIREMENTS • Must be able to clearly communicate by phone and video in a remote setting • Must be able to lift and carry up to 10 lbs occasionally • Consistent, punctual attendance and ability to meet productivity standards required • Ability to meet all remote work technical requirements and maintain a distraction-free  environment Team UCU Benefits: Investing in people is one of UCU’s strategic priorities and we invest in Team UCU by offering a variety of  excellent benefits, in addition to being a great team to work with:   Competitive compensation  Work from anywhere options for select positions  A full 401(k) match up to 6% plus a potential additional annual profit share of up to 4%  Quarterly Gain Share awards, subject to meeting certain organization goals, with a payout of up to 10% of earnings  Employee loan discounts  Generous paid vacation, plus accrual of paid sick time, and additional discretionary floating and cultural holidays  12 paid Holidays  Personal growth development plans tailored to each member of Team UCU  Choice of medical, dental, and vision plans, including some options that are 100% paid by the Credit Union.  Complementary Basic Life and Accidental Death and Dismemberment Insurance  Complementary long-term disability insurance and Employee Assistance Program UCU’s commitment to diversity, equity, and inclusion: Diversity, equity, and inclusion play a key part in our dedication to give everyone in the university  community a financial advantage. From students, staff, faculty, and alumni, our member-owners are  individual in their needs. UCU is committed to ensuring our team brings a variety of skills, ideas, cultural  backgrounds, and experience to UCU to align with them. We are dedicated to building trust and  understanding with each of our member-owners. We accomplish this by building a community that  embraces diverse ideas, backgrounds, and perspectives; this is mirrored in our work and represented in  Team UCU. University Credit Union is committed to creating a diverse environment and is proud to be an equal  opportunity employer. All qualified applicants will receive consideration for employment without  regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a  protected veteran, or status as a qualified individual with disability.  ADA Requirements: Physical Requirements If based remotely, may be required to travel up to 20% of the time to the UCU HQ in Los Angeles, so  must be able to travel and move within buildings to perform primarily sedentary work with limited  physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in  an emergency situation. Must be able to operate routine office equipment including a computer,  telephone, copier, and calculator. Must be able to routinely perform work on a computer for extended  periods daily. Must be able to work extended hours whenever required or requested by management.  Must be capable of regular, reliable and timely attendance that aligns with the pacific time zone. Working Conditions If working onsite, must be able to routinely perform work indoors in climate-controlled shared work  area with minimal noise. If working remotely from a home office, must be able to work in a separate,  quiet area, for extended periods on a computer. Mental and/or Emotional Requirements Must be able to perform job functions independently or with limited supervision and work effectively  either on own or as part of a team. Must be able to read and carry out various written instructions and  follow oral instructions. Must be able to speak clearly and deliver information in a logical and  understandable sequence. Must be capable of dealing calmly and professionally with numerous  different personalities from diverse cultures at various levels within and outside of the organization and  demonstrate highest levels of customer service and discretion when dealing with the public. Must be  able to perform responsibilities with composure under the stress of deadlines / requirements for  extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple,  simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both  internal and external confidential matters. This Job Description provides a general summary of the position available and is not intended to be exhaustive. It  does not form and should not be interpreted as forming, a part of any contractual or non-contractual terms &  conditions of employment