Contact Center Representative I

LAFCU's Contact Center Representative I provides excellent member service to Members calling into LAFCU’s Contact Center. Provides information and promotes credit union products and services to build relationships. Processes transactions in the general areas of checking, savings, and other credit union products/services. This position is a full-time position and reports to the Manager of the Contact Center Department. This may be a hybrid remote position, depending on successful completion of the 90-day review and training, as well as meeting job productivity/expectations and IT security requirements. 

Job Summary / Description

• Answers incoming calls promptly and efficiently; ensures members receive accurate information in a timely manner.
• Delivers excellent member service by phone to Members, with a professional and pleasant attitude at all times.
• Assists members in all areas relating to their financial needs per their request(s); includes: responding to questions, performing transaction requests, resolving complaints, etc. according to policy and procedures. 
• Exercises strong oral and written communication skills to explain Credit Union policies and to resolve basic member concerns in a professional and personable manner.
• Utilizes working knowledge of credit union savings and checking products and related services. Also utilizes basic knowledge of membership criteria, online banking and other digital services provided by the credit union. Knowledge and skills required including required systems, policies, procedures, etc. Provides support by cross-training/sharing their knowledge with others as requested.
• Completes documentation for transaction(s) on accounts according to credit union procedures.
• Performs various file maintenance, within authorization limits, including processing requests for a change of address, check orders, and ordering debit cards, etc. Includes setup of Touch Tel-24 and Online Banking, reporting lost/stolen identification, debit card and Visa credit cards.
• Performs research on accounts, identifies and corrects Member account issues.
• Performs other requested tasks and miscellaneous functions/duties as assigned by Leads and/or Department Management.

Qualification & Opportunities

• High School diploma or equivalent is required. Ability to operate standard business machines such as computer, printer, fax, copier and telephone devices.
• Requires 1 year of previous customer service experience required. 1 to 2 years’ experience in a financial institution.  Call center experience preferred.
• Friendly and professional. Excellent communication skills; sound judgment, attention to detail and ability to write.
• Requires 6 hours of sitting or standing a day. Fine dexterity and use of computer keyboards for long periods of time. Requires ability to use telephone system for extended periods of time. Visual skills for computer and hearing skills for phone use. Also requires repetitive use of hands.

Salary 

• The minimum and maximum base salary range for this position is $21.76 to $31.00 in California. 
• The target starting base hourly rate is between $21.76 to $26.38. 
• This compensation and benefits information is based on Los Angeles Federal Credit Union's good faith estimate as of the date of publication and may be modified in the future.
• The starting base salary within the range will depend on a variety of factors that may include relevant prior experience and/or education, or skills and expertise.

LAFCU is an Equal Opportunity Employer. We are committed to building an inclusive and diverse workforce.