Cal Coast Credit Union · 13 hours ago
Senior Member Service Center Representative
San Diego, CA, US
Full-time
Onsite
Mid, Senior Level
$28.57/hr - $35.71/hr
3+ years expCal Coast Credit Union is seeking a Senior Member Service Center Representative to provide comprehensive training and support to the Member Service Center team. The role involves designing and delivering training programs, assessing training needs, and collaborating with various departments to enhance employee skills and knowledge.
BankingFinancial ServicesLending
Responsibilities
Conducting training needs assessments through surveys, interviews, and consultations with managers to identify skill gaps and training priorities
Designs and develops comprehensive training materials, including course outlines, presentations, handouts, and online modules, aligned with identified training needs for all levels of staff in MSC. Maintains training resources and is the point of contact for the MSC’s share point page and Knowledge Assistant Technology (KAT)
Facilitates training sessions using various delivery methods like classroom instruction, e-learning platforms, simulations, and hands-on exercises
Assess the effectiveness of training programs through post-training evaluations, knowledge checks, and performance monitoring to identify areas for improvement
Coordinates training logistics like scheduling classes, managing participant registration, and tracking training completion
Partners with different departments within the organization to understand their specific training requirements and ensure alignment with business goals. Represents the MSC in credit union projects and committees, acting as a call center resource expert
Keeps abreast of the latest credit union processes and procedures and utilizes training methodologies, technologies, and industry best practices to enhance training effectiveness
Mentor employees to achieve individual, department and credit union goals. Acts as an informational resource and provides guidance, motivation, training and direction to other employees. Provides feedback to staff on procedures, policies and training issues as appropriate, and provides feedback to management on employee performance appraisals
Monitors queues to ensure prompt service to members, and to ensure department Average Speed of Answer goals are met
Performs one-on-one phone observations and provides feedback to staff and management
May open/close department as required
Elevated authority level to assist with overrides and transaction approval
Backs up answering member calls as required
Recommend departmental and credit union efficiencies
Exercise discretion, good judgement and independent decision-making
Adhere to credit union policies and procedures
Perform other relevant and related duties as required
Participate in activities to ensure teamwork and good department morale
Qualification
Required
The experience as acquired from a high school diploma or equivalent plus three (3) years of experience in a financial institution performing the full range of new account, loan and operation functions
Call center experience preferred
Experience in facilitating training or presenting to a group
Ability to work under pressure in a fast-paced environment
Ability to handle multiple assignments simultaneously and analyze and resolve problems independently
Requires demonstrated leadership and the ability to effectively train, develop and motivate others
Acts as a role model for co-workers, always displaying a professional and positive attitude
Ability to effectively communicate with others verbally and in writing
Ability to provide on-the-job feedback to others on how to identify and evaluate member needs to achieve and maintain the established referral goals for products and services
Ability to work independently, display initiative and motivate learners
Ability to prioritize work and demonstrate organizational skills and follow through
Must be innovative and stay current with relevant technology
Must process strong oral and written communication skills and knowledge of proper grammar and punctuation
Ability to clearly present information, engage trainees, and facilitate discussions
Understanding of adult learning principles and effective training design techniques
Ability to plan, organize, and execute training programs within timelines and budget constraints
Familiarity with e-learning platforms, learning management systems, and other training tools
Ability to analyze training data to measure impact and identify areas for improvement
Company
Cal Coast Credit Union
California Coast Credit Union is the longest-serving financial institution in San Diego.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Todd Lane
President/CEO
Matthew Ficco
Chief Financial Officer
Recent News
2026-01-13
2026-01-12
San Diego Union-Tribune
2026-01-11
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