Call Center Representative I-IV - (On-site Yuba City, CA)

Sierra Central Credit Union•Yuba City, CA

16d•Onsite

About The Position

This role involves taking a team role in the department to maintain a positive working environment and provide an exceptional member service experience while minimizing losses and errors. The representative will use judgment and knowledge based on training to interpret policies and procedures.

Requirements

Skilled at professional communication both verbal and written at all times.
Ability to work well under pressure with high call volumes.
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-oriented.
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

Spend 90% of total working time on the phone using a headset, computer, and printer.
Spend 10% of total working time researching member questions and preparing/mailing member correspondence.
Maintain a high standard of member service and take ownership of work.
Maintain a high level of productivity.
Practice proactive cross-selling.
Be knowledgeable in Sierra Central Product and Services.
Be knowledgeable and adhere to policies, procedures, and security controls.
Process member requests and make 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.
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.
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 with 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
Travel Expense Reimbursement