Contact Center Representative II

Description

Position: Contact Center Representative II

Pay Range: $22.91 to $34.37

FLSA Classification: Non-Exempt

This is a hybrid position based at our headquarters in Arcadia, CA and Glendora, CA.

Who We Are: Foothill Credit Union is a full-service financial institution proudly rooted at the foothills of the San Gabriel Valley (SGV), serving members of our select employer groups (SEGs)—primarily in education, healthcare, and municipal government—as well as individuals, families, and more than 250 businesses in the SGV and surrounding areas. 

Exceptional service is our promise to members. We’ve earned a prestigious five-star rating from Bauer Financial, placing us among the top institutions in our peer group. CUNA recognized us with the 2021 Member Benefits Top Performance accolade for delivering an average direct benefit of $690 per member household. During Q4 2024, we achieved the #1 ranking in overall return of value to members (ROM) among peer credit unions ($700MM–$1B) in California, according to Callahan & Associates. 

As a dedicated community advocate, Foothill actively partners with local businesses and organizations to support meaningful causes. Through events, sponsorships, and fundraising efforts, we actively give back to the individuals and groups that make up the core of our community. 

Benefits and Perks: 

• 100% covered Medical/Dental/Vision for employees 
• 401(k) plan with match
• Profit-Sharing Plan 
• Loan Discounts 
• Paid Holidays 
• Paid Time-Off 

About the Role: As a knowledgeable Contact Center Representative, you will proactively create financial solutions in the member's best interest to consistently exceed our members' expectations. This position handles complex member inquiries and is responsible for providing knowledge of various financial services such as opening and closing accounts, renewing certificate accounts, and assisting members with bookkeeping and checking account problems. Representatives answer member questions regarding Credit Union products and services and perform various account maintenance. In addition, they cross-sell services and perform related functions as required. 

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required but may not be all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

· Identify and answer member questions, inquiries, and requests over the phone 

· Provide suitable credit union products and services as a solution to member issues

· Suggest and explain appropriate deposit and lending products

· Assist members in troubleshooting Foothill online platforms (mobile app, home banking, etc.)

· Process wire requests for members by adhering to wire procedures

· Order checks for member accounts and take stop payment requests

· Handle loan inquiries such as loan payments and loan payoffs

· Process financial transactions

· Perform file maintenance and account changes as needed

· Follow-up with members and internal staff as needed

· Keep members informed of Credit Union services and policies

· Recognize cross-selling opportunities for credit union products and services 

· Attend meetings as required

· Assume responsibility for related duties as required or assigned

· Ability to work flexible hours, including some Saturdays

Requirements

Experience/Education Requirements: 

· High school graduate or equivalent 

· Minimum of two (2) years in a member service-oriented position--preferably within the credit union or financial services environment

Required Knowledge: 

· Thorough knowledge of Credit Union products, services, and policies

· Must have a solid understanding of federal regulations and statutes

Other Skills and Abilities:

· Excellent communication, customer service, and interpersonal skills

· Professional and positive service attitude

· Solid math and clerical abilities

· Problem-solving skills and a proactive mindset

· Detail-oriented with ability to multi-task

· Bi-lingual Spanish preferred

· Knowledge of Microsoft (i.e., Word, Excel, PowerPoint) and other related computer applications and business equipment, including 10-key and telephone

· Must be able to follow established credit union policies and legal and regulatory requirements.

· Ability to use discretion when handling confidential information

· Ability to maintain a good working relationship with all team members, members, and vendors

Foothill Credit Union is an Equal Opportunity Employer and does not discriminate against any team member or applicant for employment because of race, color, sex, age, national origin, intersectionality,

religion, sexual orientation, gender identity, status as a veteran, marital status, political affiliation, medical condition, and basis of disability or any other federal, state, or local protected class.