Call Center Service Representative (Phone Banker)

Orange County's Credit Union (OCFCU) is a people-first financial institution that has been serving its members for over 85 years. They are seeking a Call Center Service Representative who will provide exceptional service and support to members regarding their accounts and credit union policies while building strong relationships.

Responsibilities

• Relates favorably with members and colleagues in all encounters, conveying information and communicating with mutual respect, resulting in new account relationships and referrals. Cross-sells additional products and services that meet the member's needs and resolve escalated member issues
• Assists in areas of Credit Cards, fiduciary accounts such as trust accounts, and more intricate products and services
• Meets/exceeds your goals, including enhanced Member Survey Scores, Productivity, and Quality Assurance Scores on randomly selected and monitored calls. Assists and contributes to achieving individual, branch, and credit union goals and the organization's strategic plan
• Availability for opening and closing shifts Monday – Friday ranging between 7:30am – 7:15pm, and two Saturdays per month 8:30am – 2:30pm

Skills

• Call center or banking experience to include knowledge of sales and service etiquette
• Possess the aptitude to exercise self-awareness, self-regulation, motivation, inspiration, empathy, and be service-oriented, utilizing influence in a positive manner
• Must be effective in written and oral communication, including the ability to speak and hear to give and receive instructions and information to others in person and over the telephone
• Computer knowledge and experience normally expected in professional environments, including Microsoft programs, Outlook scheduling, and the knowledge of how to navigate effectively on the internet
• Accurately performs mathematical calculations
• Must live within 50-miles of our headquarters office in Santa Ana, CA and be willing and able to commute into the office, five days per week, during the training and initial 30 days

Benefits

• Anthem & Delta Care USA Dental – From day one of employment!
• Life insurance at no cost to associates.
• 401(k) – OCCU contributes up to 6% of gross earnings (dollar for dollar).
• Vacation hours – 13 days per year, rolls over year-to-year and increases with tenure.
• Sick hours – 7 days per year
• Paid Holidays
• Annual performance merit increases
• Professional and personal development programs, including educational grants up to $1k per year and step progression opportunities.
• Annual discretionary bonus
• Professional, welcoming, and collaborative work environment focused on achieving goals, recognizing successes, and excelling at member service.

Company Overview