Call Center Representative
About The Position
The Member Solutions Guide serves as a trusted point of contact for members seeking assistance with account maintenance, transactions, products, online services, and account troubleshooting. The role provides phone-based service to internal and external members, aiming to deliver excellent experiences and resolve inquiries while protecting account integrity. The position is full-time, based at Elevations Basecamp in Broomfield, Colorado, with a hybrid arrangement requiring employees to be onsite at least 50% of the time over each two-week pay period. The regular schedule is Monday through Friday, 9:00 a.m. to 6:00 p.m., and every third Saturday from 8:00 a.m. to 1:00 p.m. The role is non-exempt and reports to the Contact Center Manager. It has no supervisory responsibilities. Compensation is expected to be $20.43–$25.55 per hour, plus an annual bonus. Actual compensation may vary based on factors including relevant experience, internal equity, performance, licensure requirements, and skill level. A personal smartphone is required for multi-factor authentication. The job operates in an office setting and routinely uses standard office equipment.
Requirements
- High school diploma or equivalent GED.
- At least one year of experience in fast-paced customer service, sales, or banking.
- Excellent written and verbal communication, including the ability to follow written and verbal instructions.
- Understanding of Apple, Android, PC, and Mac systems.
- Demonstrated adherence to applicable Federal and State laws and regulations governing the Credit Union, including the Bank Secrecy Act.
- Personal smartphone required for multi-factor authentication.
- Ability to meet the stated physical demands, including frequent sitting, frequent use of hands, constant hearing, frequent talking, occasional walking, and occasional exertion of up to 10 pounds.
Nice To Haves
- Bilingual English/Spanish speaking is highly preferred; a $150 monthly bilingual bonus is available after passing an aptitude assessment.
Responsibilities
- Demonstrate Elevations Credit Union’s core values of Integrity, Respect, Passion, Creativity, and Excellence.
- Use the PEAK'T service model and open-ended questions to understand member needs, identify appropriate solutions, and pursue first-call resolution while protecting account integrity.
- Follow established policies, procedures, and processes to support operational excellence and compliance.
- Maintain knowledge of deposit products, including checking, savings, and CDs, as well as auto, personal, and home loans.
- Assist members with existing products and educate them about online self-service capabilities and potential new products.
- Complete support and off-phone tasks, including member survey follow-up, service events, and online compliance courses.
Benefits
- Four weeks of paid time off for full-time employees
- Work anniversary paid time off
- Paid volunteer time off
- 12 paid holidays
- Medical, dental, and vision plans with employer contributions to a Health Savings Account
- 401(k) match of up to 4%
- Up to twelve weeks of fully paid parental leave
- Employee Assistance Program with personalized care options for the household
- LinkedIn Learning
- Career and leadership development programs
- Job shadowing
- Mentor program
- Tuition reimbursement up to $5,250 per year
- Annual bonus
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
