Contact Center Service Representative

SAFE Credit Union•Folsom, CA

8d•$21 - $24•Hybrid

About The Position

Responsible for handling a variety of customer service calls in a prompt and courteous manner. Resolves customer questions and problems regarding accounts, payments, products, and services. Completes and maintains applicable reports, records, and files. Cross-sells products and services, and supports all functions within the Contact Center.

Requirements

High school diploma, or equivalent.
Customer service experience required.
Excellent communication and public relations skills.
Ability to work well under pressure.
Computer and related software application skills, including Microsoft Word and Excel.
Solid math skills and bookkeeping abilities.
Excellent communication skills (verbal, written, listening skills, and empathy).
Expert ability to build relationships with other leaders, business partners, and stakeholders.
Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Responsibilities

Process member transaction requests, addressing and resolving concerns, as well as providing solutions.
Represent SAFE’s Brand Promise by providing a positive and professional experience to members and non-members.
Input credit applications for consumer loans and credit lines through LoansPQ application.
Conduct extensive member profiling to determine members’ needs.
Achieve member service standards, sales performance expectations, and quality Business Partner referrals through SAFE’s referral application.
Provides phone support and simulates or recreates problems to provide resolution to members for operating difficulties.
Consult with other departments and branches to assist with members’ needs.
Maintain posting drawer and balance daily; close drawer at the end of each shift.
Maintain an ongoing awareness of developments and changes in policies, procedures, products, and services.
Complete opening and closing checklists, when applicable.
Adhere to Attendance and Punctuality Guidelines.
Complete other duties, as assigned.

Benefits

full medical, vision, dental, 401k matching, HSA, and FSA
Professional Development Opportunities: Offering training programs, workshops, and mentorship.
Recognition and Appreciation: Regularly acknowledging employee achievements and contributions.
Flexible Work Arrangements: Providing options for remote work and flexible scheduling.
Positive Company Culture: Fostering an inclusive, collaborative, and supportive work environment.
Career Growth: Clear paths for career advancement and internal promotions.
Work-Life Balance: Encouraging a healthy balance between professional and personal life.
Employee Empowerment: Allowing employees to make decisions and have autonomy in their roles.
Space of Belonging: ERGs, YOUnity Council and a focus around diversity, equity inclusion and belonging.
Wellness Programs: Promoting physical and mental health through wellness initiatives and resources.
Strong Leadership: Having leaders who inspire, support, and guide their teams effectively.
Sense of Purpose: Creating a sense of mission and aligning company goals with employees' personal values.