Contact Center Branch Representative

Central Willamette Credit Union; Bend (OR); On-site; USD 26,000 - 33,000; Full time

Benefits offered by this job

Vacation time

Paid holidays

Paid sick leave

Health insurance

401(k) match

Monthly incentives

Job summary

Central Willamette Credit Union is seeking team-oriented individuals for an in-office role that supports the Contact Center and branch teams. You will handle inbound calls, assist with teller tasks, and help members with online banking and account inquiries.

The position emphasizes accurate information, friendly service, and opportunities to refer members to Financial Advocates. A high school diploma and at least one year of customer service experience are required.

Qualifications

• At least one year of customer service experience.
• Spanish/English bilingual skills preferred.

Responsibilities

• Handle inbound member calls with accuracy and courtesy.
• Assist members with banking transactions in person and by phone.
• Balance cash drawers and assist with teller duties as needed.
• Educate members about Credit Union products and services and generate referrals.
• Support branch operations and participate in continuous improvement.

Skills

Customer service

Bilingual Spanish/English

Phone handling

Basic computer skills

Education

High school diploma or equivalent

Job description

Brief DescriptionRespect. Integrity. Ethics. Compassion. Humor.

Brief DescriptionRespect. Integrity. Ethics. Compassion. Humor. At Central Willamette Credit Union, our five core values are more than words on a wall—they guide how we serve our members, support one another, and show up every day. Our purpose is simple: build local loyalty, connect to our community, and make life easier for the people we serve.

We Are Looking For Team Members Who

• Lead with service, kindness, and empathy
• Embrace change and remain curious
• Learn quickly and take pride in accuracy
• Enjoy collaborating with others—and appreciate a good laugh

Why You’ll Love Working Here

• Two weeks of vacation to start, increasing to three weeks after one year and four weeks after two years
• 10 paid holidays each year
• Five paid sick days annually
• Medical, dental, and vision coverage effective the first of the month following your hire date
• Eligibility for a semiannual incentive of 2.5%, up to 5% annually, based on achievement of organizational strategic goals
• 401(k) match of dollar-for-dollar up to 3% of gross salary, plus a 50% match on the next 2%
• Monthly incentives

This in-office position serves as an important connection between our Contact Center and branch teams. You will primarily assist members through inbound calls, with a focus on providing accurate first-call resolution and identifying opportunities to refer members to Financial Advocates. You will also support branch operations, including teller transactions, balancing, and overflow coverage, helping ensure members receive a seamless and consistent experience regardless of how they choose to connect with us.

Essential Functions & Responsibilities

• Professionally handle inbound member calls while meeting service expectations for answer rate, handle time, hold time, wrap-up time, and quality standards
• Provide accurate information and connect members with the appropriate team member when needed
• Process transactions by phone and in person, including loan payments, withdrawals, transfers, check orders, and routine clerical tasks
• Balance cash drawers and transaction work daily with minimal discrepancies
• Follow dual-control and verification procedures to maintain transactional integrity
• Research and resolve member questions, concerns, complaints, and basic technology issues
• Assist members with online banking and account inquiries
• Educate members about Credit Union products and services while generating qualified referrals
• Use every interaction to build trust, loyalty, and a positive member experience, including support for Net Promoter Score goals

Operational & Compliance Responsibilities

• Maintain accurate documentation, complete timely follow-up, and take ownership of improvement opportunities
• Support branch operations, including teller duties, lobby coverage, opening and closing responsibilities, and problem-solving
• Complete required training and professional development
• Comply with CWCU policies, state and federal regulations, and information-protection requirements
• Collaborate with Contact Center and branch teams to help ensure appropriate staffing coverage
• Perform other duties as assigned

Education & Experience

• High school diploma or equivalent required
• At least one year of customer service experience required; financial institution experience preferred
• Multi-line telephone experience preferred
• Basic computer skills required
• Spanish/English bilingual skills preferred. Bilingual employees may be eligible for a language-proficiency pay differential.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

• Ability to sit or stand near a computer terminal for extended periods
• Vision abilities including close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus
• Ability to work effectively in an in-office environment

Join a team that is committed to your success—and to the success of our community.

Requirements

Salary $19.48 - $24.35 / Hour