Contact Center Representative

Hourly Range: $20.80-$24.00

Potential for hybrid/remote opportunities.

Contact Center will be moving to Folsom, CA in June 2025.

POSITION PURPOSE
Responsible for handling a variety of customer service calls in a prompt and courteous manner. Resolves customer questions and problems regarding accounts, payments, products, and services. Completes and maintains applicable reports, records, and files. Cross-sells products and services, and supports all functions within the Contact Center.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Process member transaction requests, addressing and resolving concerns, as well as providing solutions.
• Represent SAFE’s Brand Promise by providing a positive and professional experience to members and non-members.
• Input credit applications for consumer loans and credit lines through LoansPQ application.
• Conduct extensive member profiling to determine members’ needs.
• Achieve member service standards, sales performance expectations, and quality Business Partner referrals through SAFE’s referral application.
• Provides phone support and simulates or recreates problems to provide resolution to members for operating difficulties.
• Consult with other departments and branches to assist with members’ needs.
• Maintain posting drawer and balance daily; close drawer at the end of each shift.
• Maintain an ongoing awareness of developments and changes in policies, procedures, products, and services.
• Complete opening and closing checklists, when applicable.
• Adhere to Attendance and Punctuality Guidelines.
• Complete other duties, as assigned.

QUALIFICATIONS
Education/Certification:
High school diploma, or equivalent.

Required Knowledge:
Customer service experience required.

Experience Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Why SAFE?

SAFE offers so much more than just full medical, vision, dental, 401k matching, HSA, and FSA! Learn more about how we support our workforce!

• Professional Development Opportunities: Offering training programs, workshops, and mentorship.
• Recognition and Appreciation: Regularly acknowledging employee achievements and contributions.
• Flexible Work Arrangements: Providing options for remote work and flexible scheduling.
• Positive Company Culture: Fostering an inclusive, collaborative, and supportive work environment.
• Career Growth: Clear paths for career advancement and internal promotions.
• Work-Life Balance: Encouraging a healthy balance between professional and personal life.
• Employee Empowerment: Allowing employees to make decisions and have autonomy in their roles.
• Space of Belonging: ERGs, YOUnity Council and a focus around diversity, equity inclusion and belonging.
• Wellness Programs: Promoting physical and mental health through wellness initiatives and resources.
• Strong Leadership: Having leaders who inspire, support, and guide their teams effectively.
• Sense of Purpose: Creating a sense of mission and aligning company goals with employees' personal values.

Job Type: Full-time

Pay: $20.80 - $22.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Physical Setting:

• Call center

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday

Ability to Commute:

• Rancho Cordova, CA 95742 (Required)

Ability to Relocate:

• Rancho Cordova, CA 95742: Relocate before starting work (Required)

Work Location: Hybrid remote in Rancho Cordova, CA 95742

Salary : $21 - $24