Call Center Agent (Remote)

America First Credit Union; United States; Hybrid; USD 22,041 - 24,796; Full time

Job summary

America First Credit Union seeks a member service representative to provide outstanding service that meets regulatory guidelines, ensures member satisfaction, and supports Credit Union products.

The role requires strong communication skills, problem-solving abilities, and professional appearance. An ideal candidate will have 1-3 years experience in the financial sector and knowledge of member services. Remote work is available after in-person training in Roy, Utah.

Qualifications

• 1-3 years experience in a full service financial institution preferred.
• Strong knowledge of member services and products.
• Understanding of Credit Union Teller processes.

Responsibilities

• Manage member service functions professionally and effectively.
• Provide account information and resolve member concerns promptly.
• Cross-sell Credit Union products and maintain a clean work area.

Skills

Public relations skills

Communication skills

Problem-solving skills

Math abilities

Education

High school graduate or equivalent

Job description

Schedule

Mon – Sat Flex

Hours of Operation: Mon-Fri: 8:00am-7:00pm; Sat: 8:00am-6:00pm

Must be able to work: 2 closing shifts a week (possibly until after 7 depending on call volume), 1 Saturday per 2‑week period, one additional late night a month (on Friday)

Training: 30-90 days in‑person training in Roy, Utah; remote work after training, available for residents of Utah, Idaho, Nevada, New Mexico, or Arizona.

Pay Rate

$16.00 to $18.00 per hour

Overview

This position requires excellent public relations and communication skills, a high level of professionalism, and a full understanding of America First products and services. Employees must maintain member satisfaction ratings through net promoter scores, display integrity, and meet and exceed sales goal expectations. Employees are expected to keep up to date on compliance policies to ensure all transactions are completed within regulatory guidelines.

Responsibilities

• Assumes responsibility for the effective and professional performance of member service functions.
  • Receives member telephone questions and concerns in a professional manner. Researches and resolves concerns promptly and professionally.
  • Provides information to members on accounts, payments, interest rates, blue book estimates, loan options, savings investment programs, mortgage payments, stop payments, and credit bureau ratings.
  • Provides courtesy rebates requested by Branches or members, within limits.
• Establishes and maintains effective, professional business relations with members.
  • Receives member calls, questions, and complaints and resolves them promptly and courteously.
  • Keeps members informed of Credit Union services and policies.
  • Maintains and projects the Credit Union's quality reputation.
• Coordinates and works with area personnel and Management.
  • Assists area personnel as needed.
  • Communicates with area personnel and Management regarding activities and significant problems.
  • Completes required statistics and records accurately and promptly.
  • Attends and participates in meetings as required.
• Performs related duties as required or assigned.
  • Actively and professionally cross‑sells Credit Union products and services.
  • Maintains a clean and well‑maintained work area.
  • Assists area personnel as necessary.

Qualifications

• High school graduate or equivalent.
• 1-3 years experience in a full service financial institution (preferred).
• Tall knowledge of member services and products.
• Understanding of Credit Union Teller processes, bookkeeping procedures, and computer system applications.
• Excellent communication and public relations skills.
• Professional appearance, dress, and attitude.
• Strong problem‑solving skills.
• Ability to operate related business equipment including 10-key, telephone, and computer.
• Solid math and bookkeeping abilities.