Call Center Representative

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Located in Yuba City, CA

Salary: $20.09

Position Summary

We are seeking a customer-focused Contact Center Representative to provide exceptional service and support to members over the phone. In this role, you will assist with account inquiries, process routine transactions, troubleshoot basic online banking issues, and help members find the products and services that best meet their needs. The ideal candidate enjoys helping others, communicates effectively, and thrives in a fast-paced call center environment.

Essential Responsibilities

• Handle a high volume of inbound and outbound member calls while maintaining excellent customer service.
• Assist members with balance inquiries, account information, loan payments, and other routine account requests.
• Provide basic support for online and mobile banking services.
• Research member questions and complete follow-up activities, including written correspondence when needed.
• Process account maintenance requests accurately and in accordance with company policies and procedures.
• Maintain productivity goals related to call handling, documentation, and response times.
• Build knowledge of financial products, services, and internal systems through ongoing training.
• Identify opportunities to recommend additional products or services that may benefit members.
• Accurately document member interactions and maintain complete records.
• Respond to member inquiries through phone, email, or written communication with professionalism and efficiency.
• Adhere to security, confidentiality, and compliance requirements at all times.
• Participate in team meetings, training sessions, and continuous improvement initiatives.
• Work assigned schedules, which may include evenings, weekends, or other shifts as business needs require.
• Perform additional duties as assigned.

Qualifications

• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Ability to multitask and remain organized in a fast-paced environment.
• Comfortable using multiple computer systems while speaking with customers.
• Strong attention to detail and commitment to accuracy.
• Ability to follow established procedures while exercising sound judgment.
• Positive attitude with the ability to work both independently and collaboratively.
• Professional telephone etiquette and interpersonal skills.

Education & Experience

• High school diploma or GED required.
• At least one year of customer service, call center, banking, retail, or other customer-facing experience preferred.
• Previous experience handling high call volumes and working with computer-based systems is a plus.

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