Call Center Representative II

Chief Financial Credit Union; Rochester Hills (MI); Hybrid; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Employer contribution toward medical, 

Insurance waiver rebate

401(k) employer contribution

Life insurance ($50,000)

Short-Term Disability (STD) and Long‑,

Paid holidays

Vacation and PTO

Tuition reimbursement program

Job summary

Chief Financial Credit Union in Michigan is seeking a capable Contact Center Representative II to assist members with complex inquiries across phone and digital channels. The role emphasizes accurate, secure servicing, problem-solving, and offering appropriate financial solutions, with in-office training and potential hybrid opportunities.

A strong service mindset and 1–3 years of related experience are preferred.

Qualifications

• 1–3 years of similar or related experience.
• Experience in financial institutions or credit unions preferred.
• Strong judgment and ability to balance member service with security.
• Ability to navigate multiple computer systems and applications.
• Excellent problem-solving and communication skills.
• High school diploma or GED required.

Responsibilities

• Serve members across phone and digital channels for complex questions.
• Independently resolve concerns and perform advanced transactions.
• Maintain documentation of interactions and servicing activities.
• Protect accounts following verification and security procedures.
• Cross-sell appropriate products and digital solutions when suitable.
• Work across multiple systems efficiently with accuracy.

Skills

Customer service

Financial services knowledge

Communication

Education

High school diploma or GED

Job description

Contact Center Representative II

Turn Questions Into Solutions. And Conversations Into Relationships.

$20.00–$25.00/hour | Full-Time | In-Office Training + Potential Hybrid Flexibility

At Chief Financial Credit Union, our Contact Center is about more than answering phones. It’s about being there when our members need us.

A member may call with a quick question. Or they may need help navigating an account issue, understanding a loan, solving a problem with a digital service, or figuring out what financial solution makes the most sense for them.

That’s where you come in.

As a Contact Center Representative II, you’ll use your experience and financial knowledge to handle more complex member needs, solve problems independently, and create the kind of experience that builds trust and keeps members coming back to Chief.

We’re looking for an experienced financial-service professional who can balance great service with sound judgment, navigate multiple systems and priorities with confidence, and recognize opportunities to connect members with products and services that can make their financial lives better.

In-Office Training + Potential Hybrid Opportunity

This position is classified as an in-office role. We believe being together during training is important to learning our systems, understanding our culture, and building strong connections with your team. Once fully trained and consistently meeting performance expectations, employees may have the opportunity to work remotely 1–2 days per week, based on department and business needs. Remote work is not guaranteed and may vary over time.

More Than a Paycheck

We know your benefits matter, too. Chief Financial Credit Union offers a competitive benefits package designed to support you and your family, including:

• Medical insurance — Blue Cross Blue Shield PPO and BCN HMO options with a $500 deductible

• Employer contribution toward medical, dental, and vision premiums

• Insurance waiver rebate for eligible employees who do not need medical coverage through Chief

• 401(k) employer contribution

• $50,000 in employer-paid life insurance

• Employer-paid Short-Term Disability (STD) and Long-Term Disability (LTD) coverage

• Paid holidays

• Generous vacation and PTO

• Tuition reimbursement program after one year of employment (qualifying terms apply)

What You'll Do

In this role, you’ll be trusted to handle more complex member needs with confidence and independence. You will:

• Serve members across phone and digital channels, helping with everything from everyday questions to more complex account and servicing needs.

• Independently resolve member concerns, escalated service issues, and advanced transactions whenever possible.

• Perform advanced account and loan maintenance, e-Services processing, card servicing, and other member-requested transactions within your authority.

• Assist members with consumer loan questions, website inquiries, and digital loan requests.

• Listen beyond the initial question to understand what the member really needs and recommend appropriate products, services, loans, or digital solutions.

• Help turn difficult situations around through thoughtful problem-solving and service recovery.

• Protect member accounts and information by following verification, security, fraud-prevention, and internal-control procedures.

• Maintain accurate and timely documentation of member interactions, transactions, maintenance, and follow-up.

• Work efficiently across multiple systems and service queues while maintaining a high level of accuracy and member service.

• Share your knowledge with teammates and help reinforce consistent, high-quality service across the Contact Center.

• Identify recurring member issues and opportunities to improve processes or the overall member experience.

What Makes Someone Successful Here?

You understand that great Contact Center service isn't about getting through a call as quickly as possible. It's about getting the member to the right solution.

You ask good questions. You listen. You can explain financial information in a way that makes sense. You’re comfortable solving problems independently, but you also have the judgment to recognize when something needs to be escalated.

And when you see an opportunity to help a member with more than what they originally called about, you’re comfortable starting that conversation.

You’ll be a great fit if you:

• Have 1–3 years of similar or related experience, ideally within a credit union, bank, financial institution, contact center, lending environment, or other complex service setting.

• Are experienced enough to confidently handle more complicated member questions and servicing needs.

• Communicate clearly, professionally, and genuinely enjoy helping people.

• Are comfortable recommending products, services, loans, and digital solutions when they can genuinely benefit the member.

• Have strong judgment and can balance excellent member service with protecting the Credit Union.

• Can navigate multiple computer systems, applications, and conversations while remaining accurate and organized.

• Are a strong problem-solver who doesn't need a script for every situation.

• Can handle escalated or sensitive conversations with tact, diplomacy, and confidentiality.

• Understand the importance of fraud prevention, account security, verification, and internal controls.

• Take ownership of member issues and follow through until they are resolved or appropriately escalated.

• Enjoy sharing knowledge and being someone your teammates can count on.

• Are comfortable working toward individual and department service, quality, accuracy, productivity, and performance expectations.

• Have a high school diploma or GED.

Your Schedule

This is a full-time position with a regular schedule of:

Monday–Friday | 8:40 a.m.–5:15 p.m.

Team members also participate in:

Rotating late nights until 6:15 p.m.

Rotating Saturdays from 8:40 a.m.–12:15 p.m.

Pay

$20.00–$25.00 per hour

Pay within the range will be based on relevant experience, skills, and qualifications.

Why This Role Matters

For many members, the Contact Center is their connection to Chief.

When they have a question, something isn't working, they need help with an account, or they simply aren't sure what to do next, you're the person who can make the difference between frustration and a great experience.

As a Contact Center Representative II, you'll have the knowledge and experience to do more than provide an answer. You'll solve problems, build relationships, identify opportunities to help, and give members confidence that they have someone at Chief they can count on.

You’ll also be someone your teammates can turn to — sharing what you know and helping us deliver a consistently great member experience.

If you're an experienced financial-service professional who believes great service means listening, solving, educating, and looking for ways to help, we'd love to meet you.