Call Center Service Representative (Phone Banker)

About the role

Orange County’s Federal Credit Union (OCFCU) is dedicated to helping members achieve their financial goals through personalized relationships and services. As a Call Center Representative, you will play a crucial role in enhancing member satisfaction and fostering long-term relationships.

Responsibilities

• Relate favorably with members and colleagues, conveying information and communicating respectfully to build new account relationships and referrals.
• Provide general information about accounts, policies, and services, and cross-sell additional products and services that meet member needs.
• Resolve escalated member issues and assist in areas such as credit cards, fiduciary accounts, and other complex products and services.
• Maintain high standards of productivity and quality assurance on randomly selected calls.
• Achieve individual, branch, and credit union goals while contributing to the organization's strategic plan.

Requirements

• Call center or banking experience, including knowledge of sales and service etiquette.
• Aptitude for self-awareness, self-regulation, motivation, inspiration, empathy, and service orientation.
• Effective written and oral communication skills, including the ability to speak and hear to give and receive instructions and information.
• Computer proficiency, including Microsoft programs, Outlook scheduling, and internet navigation.
• Accurate mathematical calculations.

Qualifications

• Live within 50 miles of the headquarters office in Santa Ana, CA and be willing to commute five days a week during training and initial 30 days.

Benefits

• Generous benefits package including health insurance, life insurance, 401(k) matching, vacation and sick leave, paid holidays, and annual performance merit increases.
• Professional development programs, educational grants, and step progression opportunities.
• Annual discretionary bonus.
• A welcoming, collaborative work environment focused on member service and goal achievement.

Pay

Final offers are based on qualifications, internal equity, and the level of position offered. OCFCU's Call Center job levels and corresponding hourly pay ranges are as follows:

• Level I-II: $20.00 - $22.50
• Level III: $23.00 - $27.00

Schedule

Availability for opening and closing shifts Monday – Friday: 7:30am – 7:15pm, and two Saturdays per month: 8:30am – 2:30pm.

Equal Opportunity Employer

Orange County’s Federal Credit Union is committed to an inclusive workforce and does not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.