Member Experience Representative I

Los Angeles Police Federal Credit Union has proudly served law enforcement employees and their families since 1936. To enhance the quality of life for the law enforcement community by serving as a trusted partner, we provide rewarding financial solutions through exceptional service.

Position Summary

We are seeking a Member Experience Representative with a minimum of 1 year of banking experience to join our team to provide a high level of Member service in a fast-paced contact center. This person will answer Member telephone and/or electronic inquiries and provides information and assistance in accordance with credit union policy. 

This is a hybrid-based position with a minimum of 2 days in the Van Nuys office required and supports all facets of the day-to-day operations and/or projects within the Member Contact Center.  

This position collaborates with teammates  and the broader associate population to support a wide range of projects and initiatives touching our corporate and branch workforce population alike and will be focused on streamlining processes and providing exceptional service to all associates.

What You’ll Do

1. Maintain close adherence to the defined daily schedule to ensure proper resource coverage.
2. Maintains high level of Member service, etiquette, knowledge and solutions. Promotes advocacy and continually focuses on improvement in Member survey ratings.
3. Assists Members with balance inquiries, statement requests, stop payments, credit and debit card inquiries, transfers, payments and other account-related needs.
4. Assists Members with savings information including IRA and term share certificates, including opening.
5. Assists Members with loan information including all consumer and real estate loan products and rates. 
6. Supports credit union technology, educates members of all available delivery channels such as Online and Mobile banking, Bill pay, Zelle, External transfers, GoDep etc.
7. This position is responsible for resolving member inquiries and problems at the first point of contact.   
8. Entering details into database system and follows up with members.
9. Maintain a minimal level of errors to ensure a positive customer service experience.
10. Effectively handle member concerns on their own or escalates to his/her supervisor for resolution.

Minimum Qualifications

• High school diploma, GED or equivalent required.

Education and Certificates/Licenses

• 1 to 3 years of similar or related experience required.

Required Skills/Abilities

• Fluent English language skills required. Ability to read, analyze, explain, and interpret complex documents and concepts.  Ability to respond effectively to complex and sensitive inquiries or complaints. 
• Personal computer advanced level literacy in various Microsoft 365 applications and the internet.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Physical Demands: These are the general physical demands that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is a hybrid office and remote location-based position involving primarily non-manual labor. Reliable, predictable, on-time attendance is essential, particularly to assure supervisory duties are fulfilled. The associate will spend most of the working time sitting, standing, or walking, including significant time using computers. Position requires repetitive hand movements, the daily ability to focus on several tasks at one time, analyze data and draw conclusions, quickly and accurately perform mathematical computations, analyze, and explain complex information, communicate frequently with others in person, over the phone, via electronic communications, and in group presentations.  The associate must occasionally be able to travel among the branches.  The position may include occasional lifting of up to 10 lbs.

At LAPFCU, we support diversity, and we are an equal opportunity workplace.