Overview

The Customer Service Representative (CSR) is responsible for performing routine and intermediate branch and member service duties; including but not limited to processing deposits and withdrawals, processing loan payments, cashing checks, entering outgoing wires, processing night deposit and vault transactions, promoting business for the credit union by maintaining good member relations and referring members to appropriate staff for new services.

About CVB, a division of Frontwave Credit Union

Frontwave Credit Union is a member-owned not-for-profit financial institution serving San Diego, Riverside, San Bernardino and Imperial counties. Founded in 1952, we have grown to 18 branches with 125,000 members and manage over a 1.8 billion in assets. At CVB, a division of Frontwave Credit Union, we are focused on creating consumer solutions to provide our members and the communities we serve with products and services that enhance the quality of life for our members through exceptional service and the progressive application of technology.

What’s In It For You:Competitive pay, 401k matching, mortgage and auto discounts.9-27 days of PTO per year (based on tenure) and 10 paid holidays.Affordable medical, dental, vision health plans, and Flexible Spending Account.Employee Assistance Program with a variety of services.Career development, training, and coaching, mentoring; tuition reimbursement up to $4,000/year.Culture of excellence and continuous improvement.We strive to be the best place you’ve ever worked!

Responsibilities

Essential Duties and Responsibilities:

Includes the following non-inclusive list. Other duties may be assigned. All duties are to be performed in compliance with applicable laws, regulations, and Credit Union policies and procedures.

• Process transactions accurately and efficiently to build member confidence and trust, based on established policies and procedures.
• Assists with night depository duties and armored car deliveries, logging bags, processing deposits, completing change orders, issuing receipts and returning bags to members.
• Operates a computer terminal or assigned computer to process account activity, determine balances, and resolve problems within given authority.
• Issues Cashier’s Checks and Money Orders.
• Identify member’s needs and refer financial products and services to consumers and business members.
• Receives and processes stop payments, and check hold notices (Reg CC).
• Accepts loan payments, notifying the Loan Department for confirmation of payment processing.
• Maintains and balances cash drawer daily and verifies that cash is sold to the vault in an effort to stay within cash drawer daily limits.
• Balances teller cash drawer and maintains accurate teller balancing records. Completes necessary research to locate discrepancies, if applicable.
• Address member inquiries and concerns and refer to appropriate internal resources or Branch Manager for resolution.
• Records, files, updates, consumer or account information and reports as required.
• Answers telephone and directs callers to proper Credit union personnel while maintaining a professional and positive phone etiquette. 
• Gather data and process various reports (e.g., currency transactions, returned items, callbacks, etc.)
• Complete address change forms and deliver to the appropriate personnel for input.
• Assist in processing ATM deposits, complete outgoing wires requests, etc.
• Assist the Accounting Department in researching, when applicable, i.e. data for levies and garnishments, etc.
• Identify fraudulent activity to help prevent losses to the credit union. Ensure that members are aware of online and mobile banking.
• Assists in the completion of monthly branch certifications, including but not limited to: Stop Payments, Holds, Negotiable Instruments, Key Log, etc.
• Maintains member & account files
• Open new accounts and complete existing account maintenance, and remain within CIP/BSA compliance, i.e. entity documents, beneficial ownership, etc.
• Refers loan requests to the appropriate lender.
• Processes check orders within the core system.
• Processes, solves and answers basic and complex member transactions, problems or inquiries.
• May assist with opening and closing the vault daily; including the preparations of incoming and outgoing cash shipments; assistance in balancing vault currency and coin.
• Troubleshoots issues with ATM/Debit card for members.
• May assist in the daily balancing of the ATM and Vault daily, ensuring the terminals and Vault supply are sufficient.
• Completes orders of ATM/Debit Cards.
• Troubleshoots issues with ATM/Debit card for members.
• May be required to work at various locations to provide teller coverage when necessary.
• Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences.
• Treat members and staff with respect; keep commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
• Follows policies and procedures; completes tasks correctly and on time; supports the Credit union’s goals and values; benefits the credit union through outside activities.
• Performs the position safely, without endangering health or safety to themselves or others and will be expected to report potentially unsafe conditions.  The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the
• OSHA Act of 1970, which are applicable to one’s own actions and conduct.
• May assist Branch Manager in conducting unannounced audits of all branch funds and cash limits; ensures the branch is in compliance with established Credit Union policies, procedures and state and federal regulations.
• Performs all other duties as assigned by management

Qualifications

Education and/or Experience:                                                                 

High school diploma or general education degree (GED); or 1 year of related experience and/or training; or the equivalent combination of education and experience

Work related experience should consist of a financial institution cash handling and customer service background.

Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.

Experience, knowledge and training in branch operation activities, terminology and products and services.

Salary Range: $17.87 - $26.81

Service Excellence Standards

When joining Frontwave Credit Union, you can expect to be a part of a workforce committed to the following Service Excellence standards: • We see it. We own it. We get it done. • We ignite positive experiences. • We do things right every time. • We are collaborators - united, cohesive and engaged • We innovate and evolve. • We create memorable experiences for life. • We starts with me.