Position Summary: A Contact Center Representative is the first point of contact for our members and is responsible for providing excellent customer service by handling member inquiries, resolving issues, and offering information about products and services. This role involves assisting members with a variety of banking services, addressing concerns related to accounts, transactions, and loans through incoming calls, emails, and chats. The representative will ensure a positive member experience by demonstrating professionalism, empathy, and efficiency in every interaction.
Essential Duties and Responsibilities:
Member Relations (80%):
- Respond to member inquiries promptly and accurately via phone, email, and chat
- Post incoming mail, process verification of deposits, and returned mail
- Assist members with a variety of account inquiries, transaction processing, troubleshooting, and resolving issues
- Provide information on credit union products and services, guiding members towards suitable solutions
- Open new additional shares such as Savings, Checking, Money Market, or CDs for existing members
Organizational Relations (10%):
- Collaborate with team members and other departments to ensure seamless member service
Compliance (10%):
- Ensure compliance with credit union policies and procedures as well as regulatory requirements
Required Knowledge, Abilities, and Education:
- Excellent verbal and written communication skills, including listening skills
- Strong problem-solving abilities and attention to detail
- Proficiency in using computers, including multiple software applications and Microsoft Office programs with the ability to quickly learn and navigate new software systems and technology tools
- Strong organizational skills with the ability to manage multiple tasks and priorities effectively
- Typing speed of at least 40 words per minute with high accuracy
- Ability to work flexible hours, including weekends, as needed
- Strong interpersonal skills with a pleasant, courteous demeanor and a customer-centric attitude
- Ability to work under pressure in a fast-paced environment
- Capability to make decisions independently and effectively
- High School diploma
Beneficial Education and Experience:
- Bilingual is preferred
- Customer service experience, preferably in a financial or call center environment, is a plus
Physical Factors:
Sitting: frequent use of computer, mouse, and phone/headset while in a seated position.
Carrying: occasional need to carry up to 20 pounds.
Climbing Stairs: frequent use of stairs in building.
Vision: on a computer majority of the day.
Pay: $20.09 – $24.96 per hour
Expected hours: 40 – 50 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Shift:
- Day shift
Ability to Relocate:
- Santa Rosa, CA 95401: Relocate before starting work (Required)
Work Location: In person