Contac Center Representative

Working for Pacific Service Credit Union
We put people first. That includes our members, our employees and the communities we serve. We hire energetic and enthusiastic people who want to work as part of our team.

What’s in it for you? 
Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents. 
401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. All employees are vested at 100% for the employer match beginning the first day of employment.
Bonus program: All employees are rewarded for attaining our annual organizational goals.
Tuition Reimbursement program for employees eligible after six months of service.
Recognition program where employees can be nominated by management, their peers or by members.
Employee referral bonus.
Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.
Employees are eligible to receive a consumer loan rate discount 
Vacation and sick time: Full-time employees receive more than two weeks’ vacation per year, 11 paid holidays and 10 days of sick leave.

Our Hiring Process
We believe it’s important for you to know where you stand in our hiring process. Below is an outline of the steps we take to make the best hires possible.
Apply: Submit your resume for one of our job openings.
Our Talent Team and our partner – Total Quality Consulting (TQC Team) will review your submitted information and will call or email successful applicants for an interview as soon as possible.
In-Person Interview: After a screening call with TQC, we’ll invite a final number of candidates to our office for an in-person interview or set up a live Zoom meeting with the hiring manager(s).
If we believe that you have what it takes, we'll make an offer and provide next steps in the hiring process!

Position Summary: 
The Contact Center Representative primary duty is to provide superior member service while completing transactions and providing information on products and services to members via telephone and other remote delivery channels. This is a part-time position working 20 hours per week (4 hours per day).

Essential Functions:

• Answer telephone calls in a timely manner and assist callers with questions regarding products and services or refer callers to the proper department.

• Recommend and cross sell credit union products and services to members in accordance with established goals.
• Accurately process written and telephone orders for various monetary transactions and balance drawer daily.
• Process mail and written correspondence such as account ownership changes, certificate renewals, verifications of deposit, etc.
• Identify and correct member account problems through research and follow-up.
• Perform various account file maintenance actions including processing requests for a change of address, name changes, check orders, and ordering ATM cards, etc.
• Provides service and corresponds with members through our Live Chat instant-messaging delivery channel.
• Open new account products, prepare, and mail out new member packets.
• Provide support for monthly departmental mailings.
• Identify and recommend ways to continuously streamline or improve the work process and/or the work environment.
• Complies with all federal and state laws, as well as organizational policies, procedures, and processes, including (but not limited to) those related to the Bank Secrecy Act (BSA), Identity Theft Red Flags, and Office of Foreign Assets Control (OFAC). Performs related responsibilities as required.

• Education: High School diploma or equivalency required.
• Experience: One year of customer service experience required; previous experience in a credit union or financial institution preferred. Experience in Call Center desired.
• Skills and Abilities: Ability to answer telephones and communicate effectively with members and other credit union staff in person, in writing and by phone and manage difficult members and situations that arise. Must be a self-starter who is team oriented with a strong service philosophy that is able to multi- task in a fast-paced environment. Knowledge of Symitar software system preferred. Spanish/English bilingual desired. Proficiency in computer programs, (e.g., Microsoft Office).
• Extra Credit Skills: You will bring your enthusiasm, collaborative work-style, inquisitive attitude, flexibility, creativity, focus on excellence, strong analytical skills and overall “great-to-work-with” demeanor.
• Travel Required: Minimal travel expected. Any travel during assigned shifts requires ability to operate personal vehicle.
• Hours Required: Non-Exempt employee with a work schedule of Monday through Friday, generally 8 a.m. to 5 p.m. Hours may fluctuate moderately or change in the future accommodating business needs.