Call Center Representative

UW Credit Union; Madison (WI); Hybrid; USD 28,000 - 32,000; Full time

Benefits offered by this job

Time off

Caregiver leave

Parental leave

Volunteer time

Holidays

401k match

Medical/Dental/Vision

Employee assistance

Job summary

UW Credit Union in Madison is seeking Call Center Specialists to handle inbound member inquiries with empathy and accuracy. The role starts with classroom onsite training for the first 12 weeks, followed by ongoing development and performance-based progression.

Flexible hybrid work arrangements include two days work-from-home after training. The position offers a starting wage of $20.50 per hour with potential for higher base wages based on experience, plus a comprehensive benefits package and

Qualifications

• 8 months to 1 year of customer service experience, preferably in a call centre environment.
• Proficiency with Microsoft Office products.
• Familiarity with major web browsers and operating systems.
• Ability to learn and navigate complex systems and technologies.

Responsibilities

• Respond to inbound calls from members regarding account inquiries, transactions, and general financial services.
• Provide accurate information and resolve issues professionally while maintaining empathy.
• Document member interactions and follow up on unresolved issues to ensure timely resolution.
• Educate members on available products, services, and digital tools to enhance their banking experience.
• Meet performance metrics including call quality, response time, and member satisfaction.
• Stay informed on financial regulations, product updates, and internal policies to provide compliant and consistent service.

Skills

Customer service

Microsoft Office

Web browsers

Complex systems navigation

Job description

Overview

Our Call Center (internally known as the Member Solutions Center) is growing, and we’re seeking compassionate, detail-oriented Call Center Specialists to join us. As a Call Center Specialist, you’ll be the foundation of our members’ experience, delivering best-in-class service through inbound calls. Our dedication to our members has earned us a reputation as a leader in the industry. Come launch your career with a robust, supportive and community-driven organization.

Hours: 8:00am-5:30pm Monday-Friday, with rotating Saturdays (9:00am-1:00pm).

Pay: Starting wage $20.50/hour with potential for higher base wage based on experience.

Location: Madison, WI (ability to work at home 2 days per week (& Saturdays) based on performance/role progress after training).

This training class is starting on Monday September 21, 2026

• Classroom training onsite for the first 12 weeks of employment.
• Continuous learning and development opportunities including, but not limited to, transparent dialogs, resources, tools, and technical learning modules.

Responsibilities

What You’ll Do:

• Respond to inbound calls from members regarding account inquiries, transactions, and general financial services.
• Provide accurate information and resolve issues efficiently while maintaining a high level of professionalism and empathy.
• Document member interactions and follow up on unresolved issues to ensure timely resolution.
• Educate members on available products, services, and digital tools to enhance their banking experience.
• Collaborate with internal teams to escal...
• Meet performance metrics including call quality, response time, and member satisfaction scores.
• Stay informed on financial regulations, product updates, and internal policies to provide compliant and consistent service.

Qualifications

These skills and experience are essential to your success:

• 8 months to 1 year of experience in customer service, preferably in a call centre environment.
• Proficiency with Microsoft Office products.
• Familiarity with major web browsers and operating systems.
• Ability to learn and navigate complex systems and technologies.

Working at UW Credit Union

Join one of Wisconsin’s premier financial institutions, a National Top Workplace and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:

• 21.5 days of annual time off (accrued per pay period)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 10 paid holidays (including your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical, Dental, and Vision plans, including domestic partner eligibility
• Employee Assistance Program
• And more!

All employees must possess valid work authorization to work for UWCU on the date of hire. UWCU does not provide immigration sponsorship or support for employment authorization to include, but not limited to, sponsorship or support for H-1B, F-1 OPT, TN, or other visa category.