Contact Center Officer

About the role

Maps Credit Union seeks a full-time Contact Center Officer to provide exceptional service and information to members regarding Credit Union products or services, member transactions, and account inquiries in a call-center environment.

Responsibilities

• Provide service to personal and business members by opening, setting up, and performing maintenance on savings, checking, certificate, and loan accounts, as well as online banking, debit cards, direct deposit, and automatic transfers.
• Assist with transactions and inquiries on accounts via member-initiated phone calls, emails, online banking messages, and chat with efficiency and accuracy.
• Answer member questions and solve problems regarding all accounts and statements.
• Conduct needs-based conversations with current and potential members using advanced knowledge of Maps’ products/services to deepen relationships, offer value-added solutions, and support long-term financial goals.
• Recommend and connect qualified members to business partners, facilitating smooth transitions.
• Open and maintain IRA accounts, process IRA contributions and distributions within established guidelines and regulations.
• Provide support and education to members and staff regarding Online Banking, Payments, Privateline, and www.mapscu.com.
• Offer advanced technical support and problem detection/resolution related to account access on any devices, operating systems, and web browsers.
• Provide advanced research and support for member inquiries regarding debit and credit card use, working closely with the 3rd party card vendor to resolve issues.
• Provide loan information, conduct loan interviews, explain loan options, rates, and terms, and promote credit insurance products.
• Process loan applications, obtain credit reports, prepare loan documents, and disburse proceeds as needed.
• Disclose loan payment, repayment, and interest charges consistent with credit union policy and governmental regulations; cross-sell credit protection products.
• Consult with applicants whose loans have been denied and assist in finding alternate financing.
• Provide loan payoff figures and bluebook information; act as a general resource for loan information.
• Maintain operational knowledge by staying informed of all policies, procedures, and promotions; report needed changes to management.
• Comply with Credit Union operations and security procedures, including preparing Suspicious Activity Reports and adhering to authority limits, policies, and procedures.
• Maintain confidentiality and protect credit union operations by securing negotiable instruments, cash, keys, and member/credit union information.
• Maintain professional and courteous communication with all Maps team members.
• Enhance job performance by applying up-to-date professional and technical knowledge gained through training and reviewing professional publications.
• Participate in committee and team projects outside the department as assigned.
• Assume responsibility for the daily operation of the Contact Center in the absence of the Team Leader and Manager, supporting staff with auditing, member follow-up, and training.
• Continuously strive to meet organizational objectives through personal and department goals.
• Follow regulatory and policy compliance requirements, including Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags, and other compliance-related policies.

Requirements

• Associate’s degree in Business, Economics, Banking, or equivalent financial experience, including business-related college-level courses or financial industry-specific training.
• Minimum 2-4 years’ experience in customer service, including direct and indirect selling roles, or equivalent combination of training and experience.
• Minimum 2-4 years in the financial industry with progressive responsibility at the teller and financial services level, including at least one year of lending experience, or equivalent combination of training and experience.
• Previous call center experience strongly preferred.
• Must maintain a current Oregon Resident Agent License for credit protection products (Credit Union will assist with obtaining this license).
• Must be bondable.

Skills

• Excellent written and oral communication skills; ability to project a professional image in all interactions.
• Ability to establish rapport, present information, and respond to questions effectively.
• Strong listening and interpersonal skills.
• Ability to read, analyze, and interpret operational documents, policies, and regulations.
• Ability to explain and sell credit insurance policies.
• Strong initiative, time management, problem-prevention, and problem-solving skills.
• Accurate typing/keyboarding skills; proficiency in word processing, spreadsheet software, and email.
• Strong organizational skills and attention to detail.
• Flexibility to adapt to changes in the work environment.
• Ability to cross-sell Credit Union services effectively and accurately.
• Ability to maintain confidentiality of sensitive information.
• Professional, businesslike appearance and demeanor.

Pay

Starting pay range: $28.12 - $31.24 per hour, depending on relevant experience. Bilingual (English/Spanish) candidates receive an additional $0.50/hour bilingual pay differential.

Schedule

• 37-40 hours per week.
• Must be available to work shifts during business hours: Monday - Thursday, 8:00 AM - 5:30 PM; Friday, 8:00 AM - 6:00 PM; and rotating Saturdays from 10:00 AM - 2:00 PM.
• Eligible for hybrid work after successful completion of the required training period (3 days in the office and 2 days remote per week).

Benefits

• Medical, dental, and vision insurance.
• Health Savings Account (HSA).
• Flexible Spending Accounts (FSA).
• Employer-paid life insurance.
• Employer-paid short-term and long-term disability insurance.
• 401(k) retirement plan with employer matching.
• Generous paid time off, starting at 12 hours per month.
• 10 paid holidays per year.
• Employee Assistance Program.
• Student loan paydown program.
• Employee loan discount program.
• Wellness incentives.
• Paid volunteer time.
• Financial education for youth and adults.
• Grants for teachers in the valley.
• Scholarships for local high school seniors headed to college.

About Maps

Located in the heart of the beautiful Willamette Valley, Oregon, Maps Credit Union offers a wide variety of services to over 87,000 members at 14 branch locations and supports over 370 employees. With a proud history as an educators’ credit union dating back to 1935, we believe in lifelong learning—not only about money and finances but in all areas of life. We passionately believe that the best way to navigate life’s great adventure is to do it together.