Part-Time Senior Contact Center Representative

TAPCO Credit Union•University Place, WA

22h•Onsite

About The Position

Join a Legacy of People Helping People Serving the South Sound since 1934, TAPCO Credit Union has been built on a simple yet powerful philosophy: People Helping People. As a not-for-profit financial cooperative, we’re deeply rooted in Pierce County, proudly serving generations of members and our communities. At TAPCO, our employees are the heart of our mission. We foster a culture of trust, collaboration, curiosity, and respect, where every individual can bring their authentic self to work, grow in their career, and make a meaningful impact. We’re committed to diversity, equity, inclusion, belonging, and accessibility, ensuring that every voice is valued and every team member has the opportunity to thrive. When you join TAPCO, you’re not just starting a job; you’re joining a community that believes in supporting one another, learning together, and making a difference every day. Come experience the TAPCO difference and help us continue our legacy of service, innovation, and care for our communities. Position Purpose At TAPCO, our Senior Contact Center Representatives are the voice of the credit union and the first point of connection for our members. This team plays a vital role in delivering an exceptional member experience by providing personalized support, guiding members through financial solutions, and fostering trust with every interaction. Beyond assisting with account inquiries and transactions, Senior Contact Center Representatives are educators and problem solvers. They empower members by educating callers on a variety of product and service solutions, including TAPCO’s digital and self-service tools, helping members manage their finances conveniently and confidently. Each interaction reflects our commitment to financial wellness, member education, and service excellence.

Requirements

High School diploma, or equivalent.
1 year of customer service experience
1 year working for a Financial Institution with consumer lending experience
Strong communication and interpersonal skills.
Ability to navigate systems, policies, and procedures with accuracy.
Demonstrated initiative in supporting members and team success.
Reliable transportation to assigned work locations.

Responsibilities

Greets members calling the credit union member service line in a courteous, professional, timely manner, providing prompt, excellent service and accurate member transactions.
Performs member service call-center activities. Resolve members question and problems regarding account statements, loans, payments, automatic transfers, interest rates and investment certificates.
Embeds diversity, equity, inclusion, belonging, and accessibility (DEIBA) into your daily workflow.
Completes research and resolves documentation errors or discrepancies and forwards complex problems to Contact Center Manger.
Receives and processes applications for consumer, home improvement and home equity loans. Talks with applicants, explains credit policies, and provide guidance as needed. Submits to other loan personnel for underwriting and approval. Prepares loan documents for signature.
Provides general information to members on credit union policies, procedures and programs.
Registers and maintains registration as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System and Registry in accordance with TAPCO policies and procedures.
Maintains an up-to-date knowledge on all credit union products and services, including digital and self-service solutions.
Maintains an up-to-date knowledge of and adheres to the requirements of all related policies, procedures, rules and regulations required for position.
Promotes, explains and cross-sells TAPCO services and products.
Thorough knowledge of all aspects of real estate lending including knowledge of all applicable laws, regulations, and programs
Demonstrates an understanding of and adheres to the requirements of all federal, state, and local laws, including those of the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC), as it specifically relates to the job functions.
Models a high level of member service and professional demeanor and appearance.
Assumes responsibility for other duties as required or assigned.

Benefits

100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time employees.
50% Employer-paid spouse coverage.
65% Employer-paid dependent children coverage
Flexible Spending Account (FSA)
Dependent Care FSA
Health Savings Account (HSA)
401(k) Plan with up to 7% match
100% Employer-Paid Life Insurance/AD&D package
Paid Vacation and Sick Time
11 Paid Holidays + 1 Floating Holiday
Optional Short- and Long-Term Disability
Employee Assistance Program
40 paid volunteer hours
Shared Bonus Plan (when company goals are achieved)