Position Summary The Member Experience Specialist delivers high-quality customer service through both Branch and Call Center operations. This hybrid role serves Members where they demand our service the most by performing teller transactions, processing customer service requests, responses to account and product inquiries, digital banking services, assistance with loan application intake, and resolving Member concerns. The position also identifies opportunities to recommend Credit Union products and services that meet member needs while ensuring accurate, efficient, and professional service across all delivery channels. This role will provide cross-functional support to Branch and Call Center operations based on staffing levels, member volume, and business needs. Essential Duties and Responsibilities Teller and Call Center Operations

• Process teller transactions accurately, including deposits, withdrawals, transfers, loan payments, check cashing, cashier's checks, and other routine member transactions.
• Balance assigned cash drawer, maintain proper cash limits, and follow established cash-handling, security, and dual control procedures.
• Assist members with alternative deposit services, including payroll deduction, ACH direct deposit, wire transfers, and ATM-related transactions.
• Perform servicing functions including, but not limited to, mail processing, drop box processing, ATM servicing, coin machine servicing, and processing outgoing wires. Customer Service and Relationship Development
• Greet and assist members in person, by telephone, secure message, email, and or live chat in a courteous, and professional manner.
• Assist members with inquiries regarding all Credit Union products and services including, but not limited to: deposit accounts, loan accounts, debit and credit cards, digital banking services, fees, deposit account rates, and consumer loan rates.
• Actively promote and cross-sell current and new Credit Union products and services and educate members on the features and benefits of available products and services.
• Research, investigate, and resolve member concerns, account discrepancies, and service issues, escalating matters when appropriate.
• Support the consumer loan process by responding to members inquiries, accepting loan applications, and referring lending opportunities to appropriate lending personnel.
• Receive and process member requests related to ATM, debit card, and credit card issues and disputes. Compliance and Operational Support
• Maintain confidentiality of member information and comply with all applicable security, cash handling, fraud prevention, and regulatory requirements.
• Identify member needs and recommend Credit Union products and services that support member financial goals.
• Perform operational functions including file maintenance, scanning, photocopying, and conducting other back office and administrative support functions.
• Maintain current knowledge of consumer lending regulations and other applicable laws and requirements.
• Participate in required training and cross-training activities involving Branch and Call Center functions.
• Perform other duties as assigned by management to support departmental priorities and the ongoing needs of the Credit Union. Qualifications
• High school diploma or equivalent required.
• Associate's degree in business administration or a related field is preferred; a comparable combination of education, training, and relevant experience may be considered.
• One to three years of financial institution, call center, teller operations, customer service, or related environment preferred.
• Experience in handling cash and processing financial transactions preferred.
• Demonstrated ability to provide excellent customer service and build positive relationships with members and colleagues. Skills and Abilities
• Strong interpersonal and communication skills.
• Ability to provide professional service in both in person and telephone environments.
• Ability to effectively use telephone systems and related communication tools, including voicemail, email and live chat.
• Ability to perform basic financial calculations and accurately interpret numerical data.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint, and the ability to learn and use online training, compliance, and internal operations platforms.
• Ability to operate standard office equipment and technology, including copiers, scanners, and related office tools.
• Ability to use and support the Credit Union's core banking and data processing systems, including data entry, report generation, account activity review, input requirements, output capabilities, and general system operations.
• Working knowledge of the Credit Union's operations, products, services, internal systems, data structures, terminology, and operational processes.
• Knowledge of applicable laws, regulations, and guidance, including BSA/AML and OFAC requirements.

Job Type:

Full-time Pay:

$25.00 - $28.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Paid time off Tuition reimbursement Vision insurance

Physical Setting:

Office People with a criminal record are encouraged to apply Ability to

Commute:

Burbank, CA 91506 (Required) Ability to

Relocate:

Burbank, CA 91506: Relocate before starting work (Required)

Work Location:

In person