Call Center Representative II

Chief Financial Credit Union • Rochester Hills, MI

19h • Hybrid

About The Position

At Chief Financial Credit Union, our Contact Center is about more than answering phones. It’s about being there when our members need us. A member may call with a quick question. Or they may need help navigating an account issue, understanding a loan, solving a problem with a digital service, or figuring out what financial solution makes the most sense for them. As a Contact Center Representative II, you’ll use your experience and financial knowledge to handle more complex member needs, solve problems independently, and create the kind of experience that builds trust and keeps members coming back to Chief. We’re looking for an experienced financial-service professional who can balance great service with sound judgment, navigate multiple systems and priorities with confidence, and recognize opportunities to connect members with products and services that can make their financial lives better.

Requirements

• 1–3 years of similar or related experience, ideally within a credit union, bank, financial institution, contact center, lending environment, or other complex service setting.
• Experienced enough to confidently handle more complicated member questions and servicing needs.
• Communicate clearly, professionally, and genuinely enjoy helping people.
• Comfortable recommending products, services, loans, and digital solutions when they can genuinely benefit the member.
• Strong judgment and can balance excellent member service with protecting the Credit Union.
• Can navigate multiple computer systems, applications, and conversations while remaining accurate and organized.
• A strong problem-solver who doesn't need a script for every situation.
• Can handle escalated or sensitive conversations with tact, diplomacy, and confidentiality.
• Understand the importance of fraud prevention, account security, verification, and internal controls.
• Take ownership of member issues and follow through until they are resolved or appropriately escalated.
• Enjoy sharing knowledge and being someone your teammates can count on.
• Comfortable working toward individual and department service, quality, accuracy, productivity, and performance expectations.
• Have a high school diploma or GED.

Responsibilities

• Serve members across phone and digital channels, helping with everything from everyday questions to more complex account and servicing needs.
• Independently resolve member concerns, escalated service issues, and advanced transactions whenever possible.
• Perform advanced account and loan maintenance, e-Services processing, card servicing, and other member-requested transactions within your authority.
• Assist members with consumer loan questions, website inquiries, and digital loan requests.
• Listen beyond the initial question to understand what the member really needs and recommend appropriate products, services, loans, or digital solutions.
• Help turn difficult situations around through thoughtful problem-solving and service recovery.
• Protect member accounts and information by following verification, security, fraud-prevention, and internal-control procedures.
• Maintain accurate and timely documentation of member interactions, transactions, maintenance, and follow-up.
• Work efficiently across multiple systems and service queues while maintaining a high level of accuracy and member service.
• Share your knowledge with teammates and help reinforce consistent, high-quality service across the Contact Center.
• Identify recurring member issues and opportunities to improve processes or the overall member experience.

Benefits

• Medical insurance — Blue Cross Blue Shield PPO and BCN HMO options with a $500 deductible
• Employer contribution toward medical, dental, and vision premiums
• Insurance waiver rebate for eligible employees who do not need medical coverage through Chief
• 401(k) employer contribution
• $50,000 in employer-paid life insurance
• Employer-paid Short-Term Disability (STD) and Long-Term Disability (LTD) coverage
• Paid holidays
• Generous vacation and PTO
• Tuition reimbursement program after one year of employment (qualifying terms apply)

What This Job Offers

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