Share Email Opening Title Contact Center Representative  About the Organization Billion-dollar credit union serving nearly 80,000 members throughout California's beautiful Central Valley is looking to expand their team. For over 70 years we have been providing superior service for our members and community. As a not-for-profit financial cooperative we believe in banking with a purpose and therefore annually return millions of dollars to our members in the form of better rates, lower fees, and access to fair credit. We pride ourselves in helping our members achieve their financial dreams. At the end of the day, we are optimists, partnering with our members and community to empower a brighter future. Together, we believe we are doing great things for the community we call home.   Description ROLE: The primary responsibilities of the Contact Center Representative (CCR) are to answer incoming calls as they are presented, identify needs and resolve member requests. This includes but is not limited to; assisting with member transactions, answering general questions or inquiries, product information, troubleshoot and research member concerns, and directing calls to the appropriate departments. This role provides members with the highest level of service available in an efficient and courteous manner while striving for a first call resolution. The Contact Center Representative (CCR) must be willing to work flexible schedules to accommodate the hours and business needs of the Contact Center. DUTIES: • Answer incoming calls, properly verify caller according to Credit Union policies and determine the callers needs in an effort to resolve their request in an efficient manner while achieving key performance indicators. • Identify products/services that are beneficial to members and provide information about the added value these additional services offer. • Perform member transactions with a high level of accuracy, including but not limited to, the transfer of funds between accounts and/or loans, stop payments, card management, account reconciliation, disputes, address changes, over the phone payments, and conduct research as necessary to ensure a one call resolution. • Educate members on self-serve products such as Online and Bill Pay Services and assist in the enrollment process. • Provide additional testing and guidance on new projects or processes within the Contact Center Team to support the member experience and efficiencies of the organization. • Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.   Position Requirements Minimum of 6 months experience working in banking or credit union industry Minumum 2 years of customer service experience Bilingual in Spanish and English strongly preferred Call Center experience strongly preferred Strong Phone and verbal communication skills Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections. Member focus and adaptability to changes Ability to work through escalated or stressful interactions appropriately with professionalism Good judgment skills for problem solving and to identify escalated priority issues. Attention to detail Thorough understanding of Credit Unions full range of procedures, products and services Have the ability to sit for long periods of time High school diploma or equivalent Other Skills/Abilities: Strong work ethic and a self-starter, able to effectively manage multiple priorities and adapt to change with a fast-paced environment Ability to learn and navigate new software quickly Excellent interpersonal, written, and oral communication skills Pay Range & Work Schedule: This position is a Tier 6, with a pay rate ranging from $22.00- $28.00 per hour The anticipated pay rate for new hires is between the low-end and midpoint of the range, depending on experience The pay rates listed above are based upon the geographic location of our Administrative Offices in Modesto, CA using the greater Central Valley area for our pay range calculations Full Time, typically 36-40 hours per week Schedule will be based around branch's hours of operation, which are as follows: Monday to Thursday- 9am to 5:30pm Friday- 9am to 6pm Saturday- 9am to 1pm Flexibility to occasionally work early or late hours, typically with advance notice   Location Fresno   Full-Time/Part-Time Full-Time   Exempt/Non-Exempt Non-Exempt   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   This position is currently not accepting applications. To search for an open position, please go to http://VALLEYFIRSTCREDITUNION.appone.com WE ALSO RECOMMEND Other Jobs Within Same Category Member Experience Specialist in Ceres, CA Posted on: 4/16/2024 [Apply Now] Member Experience Specialist in Modesto, CA Posted on: 4/16/2024 [Apply Now] Teller in Ceres, CA Posted on: 4/5/2024 [Apply Now] Teller in Modesto, CA Posted on: 4/5/2024 [Apply Now] Other Jobs Within 60 Miles Contact Center Representative (Bilingual) in Fresno, CA Posted on: 2/12/2024 [Apply Now]

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