Member Service Specialist - Remote

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.
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.