Contact Center Representative I

TITLE: CONTACT CENTER REPRESENTATIVE I

STATUS: NON-EXEMPT

DEPARTMENT:  CONTACT CENTER  

REPORTS TO: DEPARTMENT MANAGERS

PAY SCALE: $21.00 TO $26.00 PER HOUR

We are seeking a candidate who enjoys being of service to customers, possesses excellent communication skills and has the ability to cross-sell products and services for our Contact Center Representative I position in downtown Sacramento. 

Our Contact Center Representatives work a fixed schedule, which allows you the work/life balance you need.  The selected individual will be scheduled to work a 37/40-hour schedule as follows (rotating weekly between Schedule A and Schedule B):

Schedule A (8:30am - 5:30pm)

Monday            8:30 am – 5:30 pm

Tuesday            8:30 am – 5:30 pm

Wednesday      8:30 am – 5:30 pm  

Thursday           8:30 am - 5:30 pm (rotating Saturday off during the week)

Friday                8:30 am – 5:30 pm

Saturday           8:55 am - 2:00 pm (rotating Thursday off during the week)

Schedule B (9:30am - 6:00pm)

Monday             9:30 am – 6:00 pm

Tuesday             9:30 am – 6:00 pm

Wednesday      9:30 am – 6:00 pm

Thursday           9:30 am – 6:00 pm (rotating Saturday off during the week)

Friday                9:30 am – 6:00 pm

Saturday           8:55 am - 2:00 pm (rotating Thursday off during the week)

Summary of Responsibilities:

• Identify the financial needs of the member and suggest Credit Union solutions.  Refer member to designated staff for assistance.
• Make outbound calls on select groups to measure member satisfaction or to enhance our relationship by sharing our benefits, products, and services that the credit union has to offer.
• Take loan applications and enter into financial platform system.
• Provide a broad range of credit union services to members via telephone, such as loans, online banking, credit card, checking, bill pay and other services and products.  Utilize Language Line as necessary.
• Process updates to member status, changes to name, address and other pertinent information.
• Perform quality control for certificate changes, check orders, member fax requests and signature verification.
• Investigate and respond to member inquiries and concerns.  Perform transactions for members.
• Set up periodic payments.  Process payroll set-ups, changes or deletions.
• Perform certificate changes, check orders, check by phone.
• Close accounts and determine reason for closure. Attempt to prevent account closure if possible. Enter closure code into the system.

Necessary Qualifications:

• High School Diploma or G.E.D. and related work experience in a Contact center.
• One year of banking/credit union experience is preferred.
• Demonstrated ability to improve our members’ financial well-being via timely and relevant cross-sells.
• General knowledge of credit union products and services, policies, procedures, laws and regulations.
• Ability to operate computer, electronic banking, ten key and other office equipment, and perform accurate transactions.
• Demonstrated effective telephone and communication skills.
• Maintains good attendance record.

Our excellent benefits package includes Paid Time Off, paid holidays, life insurance/AD&D, short-term and long-term disability, 401(k), subsidized parking and more.