Contact Center Representative II

AdelFi Credit Union • San Dimas, CA

9d

About The Position

The Contact Center Representative II provides accurate, secure customer service to credit union members across phone and digital channels. The role helps members complete account and loan transactions and understand available banking options. Representatives resolve more complex inquiries, open new memberships, complete loan pre-approvals, and use consultative sales conversations to recommend solutions that meet members’ needs. They also assist with escalations and act as a knowledgeable resource for teammates.

The typical day includes logging into remote tools, reviewing customer-service process updates and member follow-ups, and balancing inbound requests with proactive outreach. The representative documents interactions carefully, protects member information, coordinates with teammates on escalations, shares guidance to promote consistent answers, and helps newer representatives navigate systems and workflows.

Requirements

• High school diploma or equivalent.
• At least 3 years of customer service experience in a bank or credit union.
• At least 2 years of call center experience serving the public.
• Cross-selling experience.
• Strong verbal and written communication skills.
• Ability to work under pressure.
• Ability to multitask, prioritize, and follow through in a fast-paced environment.

Nice To Haves

• Experience with Episys, Synapsys, STAR, or FDR.
• Bilingual English/Spanish.

Responsibilities

• Deliver accurate, secure customer service through phone and digital channels.
• Help members complete account and loan transactions and understand available banking options.
• Resolve more complex member questions.
• Open new memberships and complete loan pre-approvals.
• Use consultative sales conversations to recommend solutions that fit members’ needs.
• Assist with escalations and serve as a knowledgeable resource for teammates.
• Review process updates and member follow-ups.
• Balance inbound service needs with proactive outreach.
• Document interaction details carefully and protect member information.
• Share guidance that supports consistent banking answers and help newer representatives navigate systems and workflows.

Benefits

• Medical coverage.
• Dental coverage.
• Vision coverage.
• 401(k).
• Life insurance.
• Flexible Spending Account (FSA).
• Paid Time Off.
• Equipment stipend.
• Employee events.
• Paid Serve Days.

What This Job Offers

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