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