Senior Contact Center Representative

TAPCO Credit Union•Tacoma, WA

10d•Onsite

About The Position

TAPCO Credit Union’s Senior Contact Center Representatives are the voice of the credit union and the first point of connection for members. They provide personalized support, guide members through financial solutions, and build trust through every interaction. The role includes assisting with account inquiries and transactions, educating members about products and services—including digital and self-service tools—and helping members manage their finances conveniently and confidently. This is a full-time, non-exempt, onsite role at TAPCO’s Main Branch in Tacoma, Washington. The work environment is an office setting and involves extended periods communicating by phone, as well as frequent sitting, standing, and use of the wrists, hands, and fingers. The salary range is $23.22–$27.99 per hour, depending on experience. Newly hired teammates have a 90-day introductory period for role learning, coaching, and support.

Requirements

High school diploma or equivalent.
At least 1 year of customer service experience.
At least 1 year working for a financial institution with consumer lending experience.
Must be eligible for and able to maintain bondability as a condition of employment.
Thorough knowledge of real estate lending, including applicable laws, regulations, and programs.
Must register and maintain registration as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System and Registry in accordance with TAPCO policies and procedures.

Nice To Haves

Strong communication and interpersonal skills.
Ability to navigate systems, policies, and procedures accurately.
Demonstrated initiative in supporting members and team success.

Responsibilities

Greet members calling the member service line courteously and professionally, provide timely service, and process accurate member transactions.
Perform member service call-center activities and resolve questions and problems involving account statements, loans, payments, automatic transfers, interest rates, and investment certificates.
Research and resolve documentation errors or discrepancies and refer complex problems to the Contact Center Manager.
Receive and process applications for consumer, home improvement, and home equity loans; discuss applications with applicants, explain credit policies, and provide guidance as needed.
Submit loan applications to other loan personnel for underwriting and approval, and prepare loan documents for signature.
Provide members with general information about credit union policies, procedures, and programs.
Maintain registration as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System and Registry in accordance with TAPCO policies and procedures.
Keep current on credit union products and services, including digital and self-service solutions, and promote, explain, and cross-sell TAPCO products and services.
Maintain knowledge of and comply with policies, procedures, rules, regulations, and applicable federal, state, and local laws, including Bank Secrecy Act and Office of Foreign Assets Control requirements relevant to the role.
Demonstrate a high level of member service and professional demeanor and appearance.
Embed diversity, equity, inclusion, belonging, and accessibility into daily work.
Assume other duties as required or assigned.

Benefits

100% employer-paid medical, vision, prescription, and dental insurance option for full-time teammates.
Employer-paid spouse coverage at 50% and dependent children coverage at 65%.
Flexible Spending Account, Dependent Care FSA, and Health Savings Account.
401(k) plan with up to 7% match.
100% employer-paid life insurance and AD&D package.
Paid vacation and sick time.
11 paid holidays and 1 floating holiday.
Optional short- and long-term disability.
Employee Assistance Program.
Up to 40 paid volunteer hours.
Shared bonus plan when company goals are achieved.