Contact Center Representative I - Part-Time

Pacific Service Credit Union•Concord, CA

About The Position

The Contact Center Representative I serves as a frontline representative of Pacific Service Credit Union, delivering professional, prompt, accurate, and engaging service to members and prospective members. The role supports account maintenance, digital banking, transaction inquiries, fraud-related concerns, and questions about the credit union’s products and services through phone, chat, mail, and other communication channels. It also involves researching and resolving account issues, maintaining accurate interaction records, and providing clear guidance that helps members use digital banking tools and make informed choices to support their financial well-being. The representative protects members and the credit union by identifying and helping prevent fraud, account takeover, and identity theft, and by complying with applicable laws, regulations, policies, and procedures. The role contributes to process improvements and organizational goals, collaborates with colleagues, and is expected to demonstrate accountability, adaptability, dependable attendance, and high-quality work. This is a non-exempt, part-time position working 20 hours per week, generally four hours per day, Monday through Friday. Hours may fluctuate moderately or change to accommodate business needs. Local travel of less than 5% may be required, primarily for training, meetings, or special projects.

Requirements

High school diploma or equivalent.
At least one year of customer service experience.
Ability to communicate effectively with members and staff in person, by phone, and in writing, including navigating and resolving challenging situations professionally and empathetically.
Self-motivated, team-oriented approach and commitment to exceptional service in a fast-paced, dynamic environment.
Excellent oral and written communication skills.
Proficiency with computer programs such as Microsoft Office Suite.
Ability to hear and comprehend spoken communication in person and over the phone.
Ability to view computer screens and read documentation clearly and accurately.
Ability to speak clearly and effectively with colleagues and members.
Proficient use of hands and fingers for typing, operating office equipment, and handling documents.
Ability to sit or stand at a workstation for extended periods and move within the office as needed.
Occasional ability to lift and carry materials weighing up to 30 pounds.
Ability to meet the position’s Monday-through-Friday schedule, with hours that may fluctuate moderately or change in response to business needs.
Ability to undertake less than 5% local travel, primarily for training, meetings, or special projects.
Compliance with applicable anti-money-laundering laws, including the Bank Secrecy Act, OFAC regulations, and the USA PATRIOT Act, and related policies and procedures.

Nice To Haves

Prior experience in a credit union or other financial institution.
Previous experience working in a call center environment.
Familiarity with the Symitar core processing system.
Bilingual ability in English and Spanish (strongly preferred).

Responsibilities

Provide exceptional service to members and prospective members through phone, chat, mail, and other communication channels and technologies.
Analyze member needs and identify appropriate products and services to support members’ financial well-being while achieving established goals.
Assist members and non-members with routine account maintenance, general inquiries, transaction support, and fraud-related concerns.
Identify, mitigate, and help prevent fraud, account takeover, and identity theft activities.
Guide members through digital banking tools and explain how to navigate and self-serve using the credit union’s digital banking technologies.
Build and maintain member relationships through effective communication, interpersonal skills, and trust.
Maintain knowledge of credit union products and services and clearly explain their features, requirements, and benefits.
Comply with applicable federal and state laws and banking regulations, including BSA, OFAC, anti-money-laundering requirements, and related policies and procedures.
Identify and recommend opportunities to improve or streamline work processes and adapt to evolving technologies and tools.
Perform daily reconciliation and balancing of an individual cash drawer.
Contribute to innovation and continuous improvement, adapt to change, and support organizational growth and success.
Take ownership of responsibilities, set goals, meet deadlines, and deliver accurate, high-quality results while upholding professional standards.
Support the credit union’s culture, mission, and values and contribute to a positive, high-performing environment.
Maintain dependable attendance and punctuality.
Provide backup and support to management as directed.
Perform special projects and other assigned responsibilities.
Travel locally as required, primarily for training, meetings, or special projects.

Benefits

100% employer-paid medical, dental, vision, disability, and basic life insurance premiums for full-time employees; low monthly premium for eligible dependents.
Employer 401(k) contribution of 3% of base salary regardless of employee contributions.
401(k) match of 75% of employee contributions up to the first 3% of eligible compensation beginning after the first day of employment, increasing up to 6% after three years of service; employees are 100% vested in the employer match from the first day of employment.
Annual organizational-goal bonus program for all employees.
Tuition reimbursement for eligible employees after six months of service.
Recognition program with nominations from management, peers, or members.
Employee referral bonus.
Monthly student loan repayment assistance contributions after six months of service.
Consumer loan rate discount for employees.
Full-time employees receive more than two weeks of vacation per year, 11 paid holidays, and 10 days of sick leave.