Contact Center Representative II

AdelFi Credit Union • San Dimas, CA

3d • Hybrid

About The Position

As a Contact Center Representative II, you deliver accurate, high-quality member support in a fast-paced Contact Center while safeguarding member information and strengthening relationships through solution-focused guidance. You’ll handle complex account and loan requests, open new memberships, complete loan pre-approvals, and resolve escalated issues with sound judgment and attention to detail. You’ll also promote relevant products through consultative Sales conversations, and serve as a steady resource for peers by helping troubleshoot and support newer representatives.

Requirements

• High school diploma or equivalent
• 3+ years customer service experience in a bank/credit union
• 2+ years public-facing Call Center experience
• Cross-selling experience
• Strong verbal/written communication skills
• Math aptitude
• 40wpm typing speed
• Ability to work under pressure
• Available to train full-time (40 hours per week) at San Dimas branch for about 60-90 days and transition to a hybrid work schedule

Nice To Haves

• Episys, Synapsys, STAR, FDR experience
• Bilingual English/Spanish
• Accounting knowledge

Responsibilities

• Handle complex account and loan requests
• Open new memberships
• Complete loan pre-approvals
• Resolve escalated issues with sound judgment and attention to detail
• Promote relevant products through consultative Sales conversations
• Troubleshoot and support newer representatives

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• 401(k)
• Life Insurance
• Flexible Spending Account (FSA)
• Paid Time Off
• Serve Days
• Employee Events
• Competitive Salary
• Equipment Stipend

What This Job Offers

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