Mbr Contact Center Rep II

Financial Partners Credit Union • Downey, CA

4d • Onsite

About The Position

The Member Contact Center Representative II plays a critical role in delivering exceptional customer service to members by addressing inquiries, resolving issues, and providing accurate information about products and services in a call center environment. This position requires a deep understanding of company policies and procedures to effectively assist members and ensure their satisfaction. The representative will handle complex member interactions, escalating issues when necessary, and collaborating with other departments to facilitate timely resolutions. Success in this role contributes directly to member retention and the overall reputation of the organization. The role demands strong communication skills, empathy, and the ability to manage multiple tasks efficiently in a fast-paced environment.

Requirements

• High school diploma or equivalent.
• Minimum of 2 years' experience in a contact center role.
• Proficient in using computer systems and customer relationship management (CRM) software.
• Strong verbal and written communication skills.
• Ability to handle multiple tasks and maintain composure under pressure.

Nice To Haves

• Associate’s degree or higher in a related field.
• Experience in the financial services industry.
• Familiarity with call center performance metrics and quality standards.
• Bilingual abilities, especially in Spanish.
• Certification in customer service or contact center operations.

Responsibilities

• Respond promptly and professionally to member inquiries via phone, email, or chat, ensuring a positive member experience.
• Resolve member issues by identifying problems, researching answers, and providing appropriate solutions or escalating when necessary.
• Maintain accurate and detailed records of member interactions, transactions, comments, and complaints in the customer relationship management system.
• Stay informed about company products, services, policies, and procedures to provide accurate information and guidance to members.
• Collaborate with internal teams to address member concerns and improve service delivery processes.

What This Job Offers

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