Call Center Representative
About The Position
The Call Center Representative provides professional telephone service to credit union members, answers questions about accounts and financial products, and researches and resolves concerns. The role requires strong communication and public relations skills, professionalism, knowledge of America First products and services, and the ability to maintain member satisfaction. Representatives are expected to identify sales and educational opportunities during member interactions, meet sales goals, and stay current with compliance policies so transactions follow regulatory guidelines. The position offers full-time options and pays $16.00 to $18.00 per hour. Mandatory in-person training takes place at the service center in Roy, Utah, for 30–90 days. After completing 90 days of in-person training, employees may be eligible to work from home if they reside in Utah, Idaho, Nevada, New Mexico, or Arizona. The operation is open Monday through Friday from 8:00 a.m. to 7:00 p.m. and Saturday from 8:00 a.m. to 6:00 p.m. Employees must work two closing shifts per week, one Saturday per two-week period, and one additional late night per month on Friday. Closing shifts may run past 7:00 p.m. depending on call volume.
Requirements
- High school graduate or equivalent.
- Thorough knowledge of member services and products.
- Understanding of credit union teller processes, bookkeeping procedures, and computer system applications.
- Excellent communication and public relations skills.
- Professional appearance, dress, and attitude.
- Strong problem-solving skills.
- Ability to operate related business equipment, including 10-key, telephone, and computer.
- Solid math and bookkeeping abilities.
- Ability to work two closing shifts per week, one Saturday per two-week period, and one additional Friday late night per month.
- For remote work eligibility, complete 90 days of in-person training and reside in Utah, Idaho, Nevada, New Mexico, or Arizona.
Nice To Haves
- 1–3 years of experience in a full-service financial institution (preferred).
Responsibilities
- Handle member telephone questions and concerns professionally, researching and resolving issues promptly.
- Provide members with information about accounts, payments, interest rates, blue book estimates, loan options, savings and investment programs, mortgage payments, stop payments, and credit bureau ratings.
- Provide courtesy rebates requested by branches or members within established limits.
- Receive and resolve member calls, questions, complaints, and requests promptly and courteously.
- Keep members informed about credit union services and policies, and help maintain the credit union’s quality reputation.
- Assist area personnel and communicate with personnel and management about activities and significant problems.
- Complete required statistics and records accurately and promptly.
- Attend and participate in required meetings.
- Cross-sell credit union products and services professionally and actively.
- Keep the work area clean and well-maintained.
- Perform other related duties as required or assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
