Call Center Representative

Horizons North Credit Union; Westminster (CO); On-site; USD 25,000 - 30,000; Full time

Job summary

Horizons North Credit Union in Westminster, CO is seeking a Contact Center Representative to greet members by phone or message, assist with financial transactions, educate on products, and build trusted member relationships.

The role requires at least 6 months of customer service experience, a high school diploma, and strong communication and accuracy. Schedule is Monday–Friday, 8:00 am–5:00 pm, with hourly pay between $18.15 and $21.58 and a background check.

Qualifications

• At least 6 months of customer service experience, with work experience in a financial institution preferred.
• Strong verbal and written communication skills, active listening, and accuracy.

Responsibilities

• Serving as a first point of contact to members calling and messaging the credit union, providing prompt, courteous, and personal service to members and teammates.
• Providing accurate information on credit union products and services, recommending solutions, and referring to other staff as appropriate.
• Processing a wide variety of financial transactions, including balance verifications, transfers, loan payments, new accounts, and account changes.
• Educating members on online banking, eStatements, and bill pay tools.
• Verifying and processing check orders, updating card records, researching card issues, and resolving member concerns.
• Cross-training peers on member service policies, practices and procedures.
• Maintaining security and confidentiality of documents, files, financial systems, currency, and member information; following security protocols and reporting non-compliance.
• Performing other related duties, including special projects, as required or requested

Skills

Customer service

Verbal communication

Written communication

Active listening

Organization

Attention to detail

Education

High School Diploma or equivalent

Job description

Do you enjoy creating a welcoming environment where every member matters? Do you have a passion for helping people achieve their financial goals? Do you have a heart for service and making a difference in the lives of your members? If so, Horizons North Credit Union might be the place for you!

As a Contact Center Representative, you will be the first point of contact for the credit union’s membership when they call or message the credit union, assisting members with financial transactions, educating members on credit union products and services, and building trusted, long-term relationships by assisting members with other financial functions.

CORE RESPONSIBILITIES

• Serving as a first point of contact to members calling and messaging the credit union, providing prompt, consistent, courteous, and personal service to members and teammates
• Providing accurate and timely information to members on all credit union products and services, recommending solutions to meet member needs, and referring members to other credit union staff as appropriate
• Processing a wide variety of financial transactions, involving: balance verifications, transfers and loan payments, establishing new accounts and making changes to existing accounts, and other financial transactions
• Educating members on the use of automated services and tools such as online banking, eStatements, and bill pay
• Verifying and processing check orders, processing returned mail, updating travel notes and other card records, researching card issues, taking action as necessary to resolve member concerns
• Cross-training peers on member service policies, practices and procedures, as required or requested
• Maintaining the security and confidentiality of all credit union documents, files, financial systems, currency, and member information; following security protocols to consistently validate for positive member identification via contact online or by phone; documenting and promptly informing immediate supervisor of non-compliance
• Performing other related duties, including special projects, as required or requested

QUALIFICATIONS

Experience/Education: At least 6 months of customer service experience, with work experience in a financial institution preferred, high school diploma or equivalent

Skills/Abilities: Customer service skills, strong verbal and written communication skills, active listening skills, strong organization skills and exceptional accuracy

WORK SCHEDULE

This is a full-time position with a regular work schedule of 8:00 am to 5:00 pm, Monday through Friday. No Saturdays!

PHYSICAL REQUIREMENTS

Regular duties are performed in a general office work environment and regularly require sitting at a workstation/desk while speaking with members, completing paperwork or using computers, calculators, copiers, telephone, fax machines and other business office machines and equipment. Essential duties may also involve occasional kneeling, squatting, bending, walking, crouching, stooping and lifting up to 30 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPENSATION

This is a non-exempt hourly position with a hiring range of $18.15 to $21.58. The base salary offered will be based on experience and qualifications, and an offer of employment from Horizons North Credit Union will be contingent on the successful completion of a criminal background check.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply for jobs unless they meet every single qualification. At Horizons North Credit Union, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification above, we encourage you to apply. You may be just the right candidate for this or other positions.