Overview

Salary Range

$22.52 - $28.15 Hourly

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:

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.

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

Member Service Specialist Page 4

 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.

University Credit Union jobs

Member Service Specialist