Client Support Center Associate

2 weeks ago

Napa, California, United States Redwood Credit Union Full time
About Redwood Credit Union
Redwood Credit Union is a not-for-profit financial organization dedicated to prioritizing people over profits. Our mission is to passionately serve the best interests of our Members, team members, and communities.

Our commitment to this vision has established us as a trusted financial partner in the communities we serve.

We are proud to be one of the largest credit unions in California, and we continue to grow. Recently, we have expanded our facilities to accommodate over 500 valued team members on our new campus.

Since our inception, we have been helping individuals achieve their financial aspirations with a focus on service.

This people-first philosophy extends to our employees, fostering a work environment rooted in trust and service. Our leadership team is dedicated to hiring talented individuals and supporting their career development.
If you resonate with our values, we would love to meet you.

Position Overview
We are seeking a Client Support Center Associate who has experience in a call center environment and a strong commitment to delivering exceptional Member Service through various responsibilities.

The role involves handling transactions related to teller services, account openings, loan processing, and promoting Redwood Credit Union's products and services.

Key Responsibilities
- Answer incoming calls in accordance with established performance and service standards.
- Process phone transactions accurately and efficiently.
- Provide members with information regarding lending, CUSO, and membership.
- Address member inquiries accurately or direct them to the appropriate department for further assistance.

- Investigate member issues and respond with accurate information through verbal and written communication, or by connecting them with the right department.

- Deliver outstanding Member service by adhering to Credit Union policies and departmental procedures, while following our service philosophy and standards.
- Achieve individual and departmental goals as outlined in the performance standards.
- Promote Credit Union products and services effectively.
- Support daily operations by posting and balancing work, maintaining proper documentation, and completing assigned tasks.
- Compile data for departmental reports and maintain organized records.
- Conduct all functions with a focus on security and confidentiality.

Qualifications
- Familiarity with modern office practices and procedures.
- Proficient in using personal computers with Internet and Intranet access in a Windows environment.
- Demonstrated skills in Member service.
- Ability to effectively cross-sell products and services to meet Member needs.
- Competence in performing mathematical calculations.
- Typing speed of at least 40 words per minute.
- Strong verbal and written communication skills.
- Ability to establish and maintain effective working relationships with a diverse group of individuals.
- Availability to work on Saturdays.

The ideal candidate will possess a combination of education and experience equivalent to a high school diploma or a related field, along with two years of experience in a customer service setting, such as call center, retail, or clerical roles.

Compensation and Benefits
Base starting range: $22.00 to $29.00 per hour, based on experience. This position is also eligible for an 8% call center differential.

Our competitive total rewards package includes a comprehensive range of medical, dental, vision, financial, and other benefits.

Why Choose Redwood Credit Union?
- A local financial institution with a history of exceptional service.
- Recognized as one of "America's Best Credit Unions 2024" by Newsweek.
- Acknowledged as one of the Top 5 Healthiest Credit Unions in the USA.
- Voted as one of the Best Places to Work in the North Bay for 18 consecutive years.
- High employee engagement scores and superior service ratings from Members.

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