Contact Center Representative I/II
About The Position
The Contact Center Representative provides members with a broad range of credit union products and services through inbound telephone contact and other channels, including secure email, general member service email, web forms, and real-time chat. Under general supervision, the representative responds to member inquiries, resolves service requests, assists with loans and other financial services, and identifies member needs to recommend relevant credit union solutions and cross-sell products and services. The position requires knowledge of credit union products, services, practices, rules, and regulations, demonstrated sales ability, and flexibility to meet business needs. The role is based in downtown Sacramento. Representatives are scheduled to work every other Saturday; when scheduled for a Saturday, they receive Wednesday or Thursday off during that workweek. The typical schedule is 37 or 40 hours: Monday, Tuesday, and Friday 9:15 a.m.–6:00 p.m.; Wednesday and Thursday 9:15 a.m.–6:00 p.m., except for the weekday off in a Saturday workweek; and every other Saturday 8:55 a.m.–2:00 p.m.
Requirements
- High school diploma or GED.
- One year of work experience in a customer service inbound contact center.
- One year of banking or credit union experience.
- Demonstrated ability to improve members’ financial well-being through timely and relevant cross-selling.
- General knowledge of credit union products and services, policies, procedures, laws, and regulations.
- Ability to operate a computer, electronic banking systems, ten-key equipment, and other office equipment, and to perform accurate transactions.
- Demonstrated effective telephone and communication skills.
- Good attendance record.
Responsibilities
- Identify members’ financial needs and recommend credit union solutions; refer members to designated staff when appropriate.
- Respond to member inquiries and resolve requests through telephone, secure email, general member service email, web forms, and real-time chat.
- Provide assistance with loans, online banking, credit cards, deposit accounts, check orders, payments by phone, bill pay, certificates of deposit, voice banking, fee reversals, and other member requests.
- Collect and submit loan applications and product referrals.
- Assist TPMG members with the loan application process during enrollment months, including explaining products, receiving applications, entering information into loan origination software, notifying members of approval, and processing required paperwork.
- Fund and wire loans to Kaiser Permanente Medical Group and assist Kaiser Permanente with payoff demands.
- Process updates to member status, telephone numbers, addresses, and other pertinent information.
- Investigate and respond to member inquiries and concerns and perform member transactions.
- Promote cross-selling of products and services and refer members to other staff for sales and processing as needed.
- Set up periodic payments and initiate payroll setups, changes, or deletions.
- Follow SCU Bank Secrecy Act and anti-money-laundering policies and procedures.
- Complete the annual SCU product assessment with an acceptable score and consistently maintain the established quality observation score.
- Maintain effective communication and working relationships with members and coworkers.
- Maintain good attendance.
- Perform other related duties as assigned.
Benefits
- Medical, dental, and vision coverage.
- Paid sick leave.
- Paid time off.
- Paid holidays.
- Life insurance and AD&D.
- Short-term and long-term disability.
- 401(k).
- Subsidized parking.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
