Customer Center Representative

E-Central Credit Union•Pasadena, CA

2d•$19 - $23•Onsite

About The Position

E-Central Credit Union is looking for an enthusiastic team player to join our Phone Center team as a Customer Center Representative. This role involves delivering exceptional service and promoting financial products that make a difference in members’ lives. The position is full-time, working on-site in their Pasadena office, with hours from Mon-Fri, 8:30 am-5:30 pm, subject to shift scheduling. Pay is commensurate with experience and the position is eligible for incentive payments.

Requirements

At least 2 years of customer service experience, preferably in a credit union or banking environment.
Familiarity with financial products like loans, deposits, online banking, and digital services.
Genuinely enjoy connecting with people, solving their problems, and helping them achieve their financial goals.
Proactive in identifying opportunities to recommend solutions and meet sales goals while delivering value to members.
Excellent phone etiquette, strong verbal and written communication skills, and the ability to explain policies and resolve concerns in a professional and personable manner.
Comfortable using technology and software systems, and quick to learn new tools and processes.

Nice To Haves

Previous phone center experience is preferred.
Ability to communicate fluently in both Spanish and English is preferred to effectively serve our diverse member base.

Responsibilities

Respond to incoming calls promptly and efficiently, offering a wide range of financial services such as answering inquiries, processing transaction requests, and resolving issues.
Educate members about the benefits of Credit Union membership and ensure they receive accurate information in a timely manner.
Build strong relationships with current and potential members, offering friendly, positive, and knowledgeable assistance.
Deliver excellent member service with a professional and pleasant attitude.
Identify members’ financial needs and recommend appropriate products and services—such as loans, deposits, and digital banking tools.
Meet and exceed monthly sales targets by proactively identifying opportunities to cross-sell and offer solutions based on member needs.
Assist members with all aspects of their financial needs, including resolving complaints, answering questions, processing transaction requests, and making account adjustments as needed.
Maintain a high level of accuracy in all transactions, from processing member requests to documenting account changes.
Ensure that all information is correct and that member accounts are updated in compliance with Credit Union policies and procedures.
Assist with basic research on member accounts, identifying and resolving issues.
Cross-train and share knowledge with other team members as needed.
Prepare and complete necessary reports as needed.
Perform additional duties as assigned to support the smooth operation of the Phone Center and ensure excellent member service.
Keep up-to-date on all E-Central products, services, and regulatory requirements to provide consistent and accurate support to members.