Member Service Specialist - Remote

Description

JOB 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.

1. Execute and Confirm Member Requests

Verbally confirm transactions to ensure member needs are fully met.

1. 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.

1. 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.

1. Assist with Loan and Payment Servicing

• Handle loan payments, validate amounts, and ensure account updates are completed promptly
• and accurately.

1. 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.

1. 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.

1. 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.

1. Support Internal Departments and Cross-Functional Needs

• Collaborate with team leads and other departments to complete special requests, merchant
• verifications, and interdepartmental escalations.

1. 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.

Qualifications

• **KNOWLEDGE & 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