Call Center Representative Job at Orange County's Credit Union in Santa Ana

Overview

Join to apply for the Call Center Representative role at Orange County's Credit Union.

Must be willing and able to commute to Santa Ana, CA. Working remotely may be granted after six months of successful performance. Must be available to work shifts ranging between 7:30am – 7:15pm, Monday – Friday, and two Saturdays per month 8:30am – 2:30pm.

We perform thorough background and credit check. EOE.

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 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 – 7:00pm, and two Saturdays per month 8:30am – 2:30pm.

Qualifications

• At least one (1) year of experience in a call center and banking environment, which includes knowledge of sales and service preferred.
• Possess the aptitude to exercise self-awareness, self-regulation, motivation, inspiration, empathy, and be service-oriented, utilizing influence in a positive manner.
• Effective written and oral communication, including the ability to speak and hear to give and receive instructions and information in person and over the telephone.
• Computer knowledge and experience normally expected in professional environments, including Microsoft programs, Outlook scheduling, and the ability to navigate effectively on the internet.
• Accurately performs mathematical calculations.
• Spanish-bilingual preferred but not required.

Final offers are based on qualifications, internal equity, and the level of position offered. Below are OCCU's Call Center job levels with their corresponding hourly pay ranges:

• Call Center Rep. I: $19.00 - $20.00 (Requires recent call center experience in any industry)
• Call Center Rep. II: $20.50 - $21.00 (Requires recent banking experience)
• Call Center Rep. III: $22.00 - $22.50 (Requires call center banking plus consumer lending experience)

Benefits

• Generous benefits include Anthem & Delta Care USA Dental – From day one of employment
• Life insurance at no cost to associates
• 401(k) – OCCU contributes up to 8% 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

We perform thorough background and credit check. EOE

Employment information

Seniority level: Associate

Employment type: Full-time

Job function: Customer Service, Research, and Finance

Industries: Banking, Financial Services, and Consumer Services