Call Center Agent

FAIRWINDS Credit Union • Orlando, FL

3d • Onsite

About The Position

Financial Freedom Happens Here – and it starts with YOU. At FAIRWINDS Credit Union, we’re more than a workplace; we’re a team on a mission. Join the credit union nationally endorsed by The Dave Ramsey Show, where every day is a step toward financial freedom - for our members and for you. We are looking for qualified customer service professionals who have a desire to take the first step in helping our members live financially free! Start your journey in our East Orlando Contact Center, located at 3087 N. Alafaya Trail. We offer a starting pay of $19.00/hour, along with a monthly performance incentive. All new crew members are required to work onsite for the first six months to ensure full training and integration into our service model. After six months, based on performance, hybrid or remote flexibility may become available. Our Contact Center operates: Monday through Friday: 7:00 AM – 9:00 PM Saturday: 8:00 AM – 3:00 PM Schedules are assigned through a shift bid process based on business needs and performance.

Requirements

• Previous customer service experience required
• Must be comfortable working in an open Contact Center environment with consistent noise, lighting, and temperature for extended periods.
• Strong communication skills with the ability to actively listen, ask questions, and convey information clearly and professionally.
• Demonstrated ability to handle a high volume of member interactions with patience, positivity, and accuracy.
• Comfort with technology, including the ability to navigate multiple systems, use online banking tools, and troubleshoot digital platforms with members.
• Strong problem-solving skills and sound judgment when handling member concerns and sensitive information.

Nice To Haves

• recent contact center, retail banking, or hospitality experience is preferred.

Responsibilities

• Deliver excellent service by answering inbound calls, actively listening to members, and resolving inquiries with professionalism and empathy.
• Assist members with day-to-day banking needs, including account inquiries, online banking support, funds transfers, loan payments, debit card assistance, and more.
• Promote FAIRWINDS products and services by identifying member needs and recommending solutions that support their financial goals.
• Educate members on digital tools such as our mobile app and online banking platform to help them bank confidently and independently.
• Maintain accurate and thorough documentation of member interactions using internal systems and follow up as needed to ensure resolution.
• Meet performance goals related to service quality, productivity, and member satisfaction.
• Uphold compliance and security standards by following policies, procedures, and guidelines to protect member information and credit union integrity.
• Embrace the FAIRWINDS Way by consistently demonstrating our core values in every member and crew interaction.

Benefits

• 11 paid holidays
• generous paid time off
• 6% 401(k) match
• $700 annual contribution to your Health Savings Account
• comprehensive maternity leave program
• medical, dental, vision, disability, and life insurance
• leadership development
• tuition assistance
• advancement opportunities
• rewards for financial wellness through our Debt Free Club and Dave Ramsey’s SmartDollar program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed