Contact Center Representative I - Part-Time

Pacific Service Credit Union • Concord, CA

3d • $19 - $26

About The Position

The Contact Center Representative I serves as the voice and frontline of Pacific Service Credit Union, delivering exceptional member service through phone, chat, mail, and other communication channels. The role assists with account maintenance and digital banking, responds to inquiries, researches and resolves account issues, maintains accurate records of interactions, and provides information about credit union products and services. The representative identifies solutions that support members’ financial well-being, contributes to process improvements, and works collaboratively to provide professional, timely, and accurate outcomes.

This part-time position is 20 hours per week, typically four hours per day, Monday through Friday. Hours may fluctuate moderately or change to accommodate business needs. The role requires an organized, dependable individual with strong communication skills who can complete work accurately and on time, support daily team activities, and contribute to organizational goals and values. Less than 5% local travel is 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 challenging situations with professionalism and empathy.
• Self-motivated, team-oriented approach and a strong 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.

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 in English and Spanish.

Responsibilities

• Provide professional, prompt, accurate, and engaging service to members and prospective members through phone, chat, mail, and other communication channels and technologies.
• Analyze member needs and identify solutions among credit union products and services that support members’ financial well-being and 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.
• Assist members with digital banking by explaining self-service options and guiding them through the credit union’s digital banking technologies.
• Build and maintain member relationships through interpersonal skills, effective communication, and trust.
• Maintain knowledge of credit union products and services and explain their features, requirements, and benefits.
• Comply with applicable federal and state laws and banking regulations, including BSA, OFAC, anti-money laundering requirements, the USA PATRIOT Act, and credit union policies and procedures.
• Identify and recommend opportunities to streamline or improve work processes and environments, and adapt to evolving technology and tools.
• Perform daily reconciliation and balancing of an individual cash drawer.
• Contribute to innovation and continuous improvement by adapting to changes and optimizing processes.
• Take ownership of responsibilities, set goals, meet deadlines, deliver high-quality results, act with integrity, and follow through on commitments.
• Support the company culture by aligning work with the credit union’s mission and values and contributing to a positive, high-performing environment.
• Demonstrate dependable attendance and punctuality.
• Provide management backup and support as directed.
• Complete special projects and other responsibilities as directed.

Benefits

• Employer-paid medical, dental, vision, disability, and basic life insurance premiums for full-time employees; eligible dependents can be covered for a low monthly premium.
• The credit union contributes 3% of base salary to the employee’s 401(k), regardless of employee contributions, and matches 75% of contributions up to the first 3% of eligible compensation, increasing to 6% after three years of service. Employees are 100% vested in the employer match from their first day.
• Annual bonus program for attaining organizational goals.
• Tuition reimbursement after six months of service for eligible employees.
• Employee recognition program.
• Employee referral bonus.
• Student loan repayment assistance after six months of service.
• Consumer loan rate discount.
• Paid vacation, sick time, and holidays for full-time employees: more than two weeks of vacation per year, 11 paid holidays, and 10 days of sick leave.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED