Call Center Representative

Copper State Credit Union • Phoenix, AZ

3d • $19 - $21

About The Position

Copper State Credit Union is hiring a Call Center Representative to provide courteous, professional, timely service to credit union members. The role handles member transactions and inquiries, explains products and services, identifies cross-selling opportunities, and works with other departments to resolve account questions and discrepancies. It also includes reviewing debit card fraud alerts and reported lost or stolen cards, and performing related account maintenance. The position calls for sound judgment, strong interpersonal and listening skills, attention to accuracy, adaptability, and a commitment to exceptional member service.

Requirements

• Education equivalent to a four-year high school education or GED.
• At least one year of customer service and/or cash handling experience.
• Previous teller experience.
• Well-developed interpersonal skills for servicing members and representing the credit union professionally; tact, composure under pressure, accountability, and follow-through.
• Sound and accurate judgment, timely decision-making within established guidelines, and the ability to explain decisions and involve appropriate people.
• Excellent interviewing, listening, and interpersonal skills, including the ability to identify members’ needs and promote appropriate products and services.
• Knowledge of PC applications, including Word and Excel.
• Intermediate mathematical skills, including calculations involving decimals, percentages, and fractions.
• Ability to use technology effectively, prioritize and collaborate toward goals, provide exceptional member service, show initiative, maintain quality, accept feedback, and adapt to changing needs and priorities.

Nice To Haves

• Some post-secondary education.
• Knowledge of consumer lending and account opening and closing.
• Experience with an automated core banking system.
• Experience using smartphone and tablet applications.

Responsibilities

• Greet and welcome members and provide prompt, accurate, and efficient member transactions.
• Promote credit union products and services and identify cross-selling opportunities, including loans, certificates, debit and credit cards, online banking, and e-statements; meet or exceed sales goals.
• Process non-cash transactions, including payments, transfers, withdrawals, wire transfer requests, and stop payments on share drafts and credit union checks.
• Assist with mail or email transactions when available.
• Provide accurate information about credit union products, services, policies, procedures, and applicable regulations.
• Respond to member inquiries about services and account discrepancies; route information to support departments for research or adjustments, coordinate responses, and ensure prompt answers.
• Review debit card fraud alerts and cards reported lost or stolen.
• Perform general account maintenance related to confirmed fraud, including placing holds, blocking and ordering cards, and blocking online banking access.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED