Contact Center Representative

About the role

Climb Credit Union is hiring a Contact Center Representative to assist new and existing members with their financial needs. This role involves interviewing members by telephone or in person, analyzing credit bureau reports, identifying financial needs and sales opportunities, initiating computer-based credit applications, analyzing credit scores, making routine business decisions, selling financial products and services, and answering member inquiries about Climb Credit Union products and financial services.

As a not-for-profit and member-owned financial cooperative, Climb Credit Union returns earnings to members in the form of better rates, lower fees, and great services. Founded in 1951, we are a stable, successful, and growing financial institution.

Responsibilities

• Provide quality member service through accurate and professional telephone and face-to-face conversations, including opening new memberships, initiating credit applications, identifying financial product and service needs, preparing documents, and performing account maintenance.
• Identify cross-sell opportunities and promote products and services beneficial to members, including building a pipeline through outbound calling and referrals.
• Educate members on credit union products and services based on their needs.
• Maintain strong knowledge of products and services to meet member needs and answer questions.
• Comply with policy and procedures documents and all financial regulations; refer issues beyond your authority to the next level with recommended solutions.
• Accurately input and maintain member loan/account information in the computer system.
• Maintain appropriate records and process required reports/tasks.
• Assist in training other employees by sharing knowledge of effective practices, procedures, and policies.
• Perform profile and account maintenance updates per member request and obtain/scan required documents.
• Analyze member credit reports and make financial recommendations to enhance their financial well-being.

Requirements

• One to three years of similar or related experience.
• A high school education or GED.
• Previous experience with financial institutions.

Benefits

• 401(k) with employer match up to 100% of 6% of your contribution.
• Medical, dental, and vision insurance.
• Paid Time Off (PTO) and 2 additional floating personal days.
• Volunteer Time Off (VTO): 16 hours.
• 11 paid holidays.
• Employee Assistance Plan focusing on wellness and mental health, including 8 free sessions.
• Tuition reimbursement.
• Employee loan rate reduction and discounts on Climb Credit Union loans and services.
• Financial investment/counseling.
• Employee events throughout the year.

Pay

This is a full-time, non-exempt position with an hourly rate starting at $21.00, depending on experience, education, and qualifications.