Call Center Representative I-IV - (On-site Yuba City, CA)

Takes a team role in the department to maintain a positive working environment and provides exceptional member service experience while minimizing losses and errors. Uses judgment and knowledge based on training to interpret policies and procedures.

Responsibilities

• 90% of working time is spent on the phone using a headset, computer, and printer.
• 10% of working time is spent researching member questions and preparing/mailing member correspondence.
• Maintains high standards of member service and takes ownership of work.
• Maintains high productivity and practices proactive cross-selling.
• Knowledgeable in Sierra Central products and services, adhering to policies, procedures, and security controls.
• Processes member requests and makes account adjustments when necessary.
• Engages in ongoing training and contributes to department meetings and team efficiency.
• Resolves member complaints and explains policies using tact and experience-based knowledge.
• Practices proper security and processing controls for negotiable items.
• Processes mail, email action requests, and inter-office courier bags in a timely manner.
• Ensures all mailed information is complete and compliant with policies, maintaining accurate records.
• Actively listens to member requests or concerns and provides solutions.
• Handles a minimum of 75 calls per day with an average "wrap-up" time of 45 seconds or less.
• Adheres to the Call Evaluation form at a 90% or better score.
• Performs other duties as assigned by supervisor.

Requirements

• High school diploma or equivalent.
• Successfully completed requirements of Call Center Representative I.
• Skilled at professional communication both verbal and written.
• Ability to work well under pressure with high call volumes.
• Proficiency in Call Center programs, including:
  • DNA or current Core System
  • Talk Desk or current Phone System
  • Chat Online
  • Visa Online
  • Zelle
  • Payment by phone portal
  • Architect
  • Card Valet
  • Mobile Banking
  • Client Central
  • Experian
  • Paylocity
• Excellent telephone etiquette and professional communication skills.
• Accuracy with numbers and detail-oriented.
• Proven ability to work effectively and cooperatively with the public and coworkers.

Physical Requirements and Work Environment

• Prolonged periods of sitting at a desk and working on a computer (7 to 8 hours per day).
• Light lifting, carrying, pushing, and/or pulling objects up to 25 lbs.
• Intermittent walking and bending.
• General office environment: works at a desk in a well-lighted, air-conditioned cubicle/office with moderate noise levels.

Schedule

Must be able to adhere to a flexible schedule, including nights and weekends.

Pay

Hourly range between $20.09 and $28.75 at the time of hire. This range includes base salary and does not include possible overtime for non-exempt employees or performance-based incentives.

Employees are eligible for a discretionary yearly merit-based salary adjustment, based on individual performance and company results.

Benefits

• Medical, Dental, and Vision Insurance options.
• Voluntary Lines including hospital indemnity, accident, and critical illness policies.
• Company Paid HRA (with enrollment in certain health plans).
• Company Paid Basic Term Life Insurance:
  • Coverage at 2× annual base salary, up to a maximum of $500,000 for full-time employees.
  • $25,000 for part-time employees.
• Company Paid Long-Term Disability Insurance for full-time employees.
• Company Paid Telehealth Services Membership (Teladoc).
• Company Paid Employee Assistance Program (EAP).
• 401(k) Retirement Plan:
  • Employer-funded safe harbor contribution of 3% of employee's eligible earnings.
  • Discretionary employer match on employee contributions.
• Flexible Spending Accounts:
  • HSA
  • Medical FSA
  • Dependent Care FSA
  • Limited Purpose FSA
• Paid Time Off:
  • Vacation accruals based on status and tenure within the company.
  • 12 sick days accrued annually for full-time employees.
  • 1 hour for every 30 hours worked for part-time employees.
  • 11 paid holidays (eligible after 90 days of employment).
• Travel Expense Reimbursement: All necessary and work-related travel expenses will be reimbursed in accordance with company policy.

Work Location

This is an on-site position at our Corporate Headquarters in Yuba City, CA. Remote work is not available.