Call Center Representative I-IV - (On-site Yuba City, CA)
About The Position
Summary Takes a team role in the department to maintain a positive working environment and provides exceptional member service experience while minimizing losses and errors. Use judgment and knowledge based on training to interpret policies and procedures. Essential Functions 1. Working time is spent as follows: a. 90% of total working time is spent on the phone using the following equipment: i. Headset ii. Computer iii. Printer b. 10% of total working time is spent: i. Researching member questions. ii. Preparing and mailing member correspondence. 2. Maintains a high standard of member service in the department and takes ownership of work. 3. Maintains a high level of productivity in the department. 4. Practices proactive cross-selling. 5. Be knowledgeable in Sierra Central Product and Services. 6. Be knowledgeable and adheres to policies, procedures and security controls. 7. Processes member requests and makes adjustments to accounts when necessary. 8. Engage in ongoing training. 9. Contribute to regularly scheduled department meetings and team efficiency. 10. Utilize tact and experience-based knowledge to resolve member complaints and explain specific policies and procedures. 11. Practice proper security and processing controls for negotiable items. 12. Responsible for timely processing of mail, email action requests and inter-office courier bags. 13. Ensure that all mailed information is complete and in accordance with established policies and procedures while proper records are accurately maintained. 14. Actively listen to member requests or concerns and provide solutions. 15. Must handle a minimum of 75 calls per day, with an average “wrap-up” time of 45 seconds or less. 16. Adhere to the Call Evaluation form at a 90% or better score. 17. Must be able to adhere to a flexible schedule, including nights and weekends. 18. Perform other duties as assigned by supervisor
Requirements
- Skilled at professional communication both verbal and written at all times.
- Ability to work well under pressure with high call volumes
- Must demonstrate proficiency in all current Call Center programs, such as but not limited to: DNA or current Core System Talk Desk or current Phone System Chat On-Line Visa On-Line Zelle Payment by phone portal Architect Card Valet Mobile Banking Client Central Experian Paylocity
- Excellent telephone etiquette.
- Professional communication skills both verbal and written.
- Accuracy with numbers.
- Detail-orientated.
- Proven ability to work effectively and cooperatively with public and co-workers.
- High school diploma or equivalent.
- Has successfully completed requirements of Call Center Representative I.
Responsibilities
- Maintains a high standard of member service in the department and takes ownership of work.
- Maintains a high level of productivity in the department.
- Practices proactive cross-selling.
- Be knowledgeable in Sierra Central Product and Services.
- Be knowledgeable and adheres to policies, procedures and security controls.
- Processes member requests and makes adjustments to accounts when necessary.
- Engage in ongoing training.
- Contribute to regularly scheduled department meetings and team efficiency.
- Utilize tact and experience-based knowledge to resolve member complaints and explain specific policies and procedures.
- Practice proper security and processing controls for negotiable items.
- Responsible for timely processing of mail, email action requests and inter-office courier bags.
- Ensure that all mailed information is complete and in accordance with established policies and procedures while proper records are accurately maintained.
- Actively listen to member requests or concerns and provide solutions.
- Must handle a minimum of 75 calls per day, with an average “wrap-up” time of 45 seconds or less.
- Adhere to the Call Evaluation form at a 90% or better score.
- Must be able to adhere to a flexible schedule, including nights and weekends.
- Perform other duties as assigned by supervisor
Benefits
- Medical, Dental & Vision Insurance options
- Voluntary Lines including hospital indemnity, accident, and critical illness policies
- Company Paid HRA (with enrollment in certain health plans)
- Company Paid Basic Term Life Insurance
- Coverage at 2× annual base salary, up to a maximum of $500,000 for full-time employees
- $25,000 for part-time employees
- Company Paid Long-Term Disability Insurance for Full-Time Employees
- Company Paid Telehealth Services Membership (Teladoc)
- Company Paid Employee Assistance Program (EAP)
- 401(k) Retirement Plan
- Employer-funded safe harbor contribution of 3% of employee's eligible earnings
- Discretionary employer match on employee contributions
- Flexible Spending Accounts
- HSA
- Medical FSA
- Dependent Care FSA
- Limited Purpose FSA
- Paid Time Off
- Vacation accruals based on status and tenure within company
- 12 sick days accrued annually for full-time employees
- 1 hour for every 30 hours worked for part-time employees
- 11 paid holidays (eligible after 90 days of employment)
- Travel Expense Reimbursement
- All necessary and work-related travel expenses will be reimbursed in accordance with company policy
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
