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Contact Center Service Representative

2 months ago

Santa Ana, United States O. C. Credit Union Full time
Must be willing and able to commute to Santa Ana, CA.

Working remotely may be granted after completing training and demonstrating six months of successful performance.

Requiring availability for opening and closing shifts; Monday Friday ranging between 8:00am 7:00pm and two Saturdays per month 8:30am 2:30pm.

Workplace Excellence. Through our associates' opinions and voices, Orange County's Credit Union is a proud recipient of the Peter Barron Stark Award for highest associate satisfaction in the workplace We're pleased to say we're a premier financial service provider with over 85 years of experience serving 123,000+ members. Orange County's Credit Union is currently $2+ billion in assets & growing. Our mantra is: Putting People First: Connect, Discover, Deliver & Wow If you desire to serve people, this role is rewarding, brings purpose to the community, and provides the opportunity to make a difference

The successful Service Representative has an exuberant demeanor and provides members with general information regarding their accounts, credit union policies, and services through extraordinary Member experiences. By comprehending Member preferences and providing 'trusted advisor' service, you'll match products and services that meet members' financial needs, while building and deepening relationships.

ESSENTIAL FUNCTIONS:

Relates favorably with members and colleagues in all encounters, conveying information and communicating with mutual respect, resulting in new account relationships and referrals. Cross-sells additional financial products and services that meet the member's needs and resolve escalated member issues.

Assists in areas of Credit Cards, fiduciary accounts such as trust accounts, and more intricate products and services.

Meets/exceeds goals, including enhanced Member Survey Scores, Productivity, and Quality Assurance Scores on randomly selected and monitored calls. Assists and contributes to achieving individual, department, branch, and credit union goals and the organization's strategic plan.

Requiring availability for opening and closing shifts; Monday Friday ranging between 8:00am 7:00pm and two Saturdays per month 8:30am 2:30pm.

QUALIFICATIONS:
  • At least one (1) year of experience in a call center and banking environment, which includes knowledge of sales and service preferred.
  • Possess the aptitude to exercise self-awareness, self-regulation, motivation, inspiration, empathy, and be service-oriented, utilizing influence in a positive manner
  • Must be effective in written and oral communication, including the ability to speak and hear to give and receive instructions and information to others in person and over the telephone
  • Computer knowledge and experience normally expected in professional environments, including Microsoft programs, Outlook scheduling, and the knowledge of how to navigate effectively on the internet
  • Accurately performs mathematical calculations
  • Spanish-bilingual preferred
  • Highschool Degree or GED required
  • We perform thorough background checks, credit checks, and drug screening. EOE.
Final offers are based on qualifications, internal equity, and the level of position offered. Below are OCCU's Call Center Representative job levels with their corresponding hourly pay ranges:

Call Center Rep. I: $20.00 (Requires one year recent call center experience in any industry)

Call Center Rep. II: $21.00 (Requires one year of recent banking, credit union, or relative financial industry experience)

Call Center Rep. III: $22.00 (Requires two years of call center phone banker experience AND consumer lending experience. E.g., auto loans and credit cards)

Generous benefits include:
  • Effective from day one of employment Anthem HMO & PPO, and Delta Care Dental
  • Life insurance at no cost to associates
  • 401(k) OCCU automatically contributes 3% of the associate's earnings PLUS matches up to 5% of the associate's contribution (dollar for dollar)
  • Vacation hours 13 days per year, rolls over year-to-year and increases with tenure
  • Sick hours 7 days per year and rolls over year to year
  • Paid Holidays
  • Annual performance merit increases
  • Professional and personal development programs, including educational grants up to $2k per year and step progression opportunities
  • Annual discretionary bonus
  • Professional, welcoming, and collaborative work environment focused on achieving goals, recognizing successes, and excelling at member service