Contact Center Support Representative

Bay Federal Credit Union; Capitola (CA); Sur place; USD 30 000 - 32 000; Plein temps

Avantages offerts par ce poste

401(k) Matching

Annual Bonus Eligibility

Health Coverage

Employee Assistance Program

Wellness Program

Rocket Lawyer Legal Services

Pet Insurance

Aflac supplemental plans

Hybrid Work Environment

Résumé du poste

Bay Federal Credit Union is seeking a Contact Center Support Representative to be the first point of contact for members, delivering exceptional service across phone, email, and digital channels.

The role is a full-time remote position—40 hours per week with rotating Saturday shifts—requiring a high school diploma and banking call center experience. A strong customer service background and comfort with electronic banking tools are essential.

Qualifications

• High school diploma or equivalent is required.
• At least one year of call center experience in a banking/financial environment preferred.
• Strong customer service skills and knowledge of service best practices.
• Ability to manage risk related to electronic banking systems and services.
• Ability to learn new software quickly, especially digital tools.
• Ability to multitask and meet deadlines in a fast-paced setting.
• Proficiency with Microsoft Office and web-based applications.
• Spanish or bilingual skills are a plus.

Responsabilités

• Deliver service through inbound/outbound calls, emails, and chats with accurate information.
• Promote products and services professionally while supporting a team environment.
• Educate members on credit union products and digital banking tools.
• Update member accounts and process requests and issues electronically.
• Meet or exceed individual performance goals while managing risk.
• Identify and resolve member concerns by coordinating with internal teams.
• Participate in team meetings and training for continuous improvement.

Connaissances

Customer service

Call center experience

Banking knowledge

Microsoft Office

Formation

High school diploma or equivalent

Outils

Microsoft Office

Description du poste

As a Contact Center (Member Service Center) Support Representative at Bay Federal Credit Union, you’ll be the first point of contact for our members—offering not just service, but real solutions. You’ll proactively assist both current and prospective members with their financial needs, delivering exceptional support across phone, email, and digital channels. From answering questions to identifying opportunities, you’ll provide accurate information, recommend the right products or services, and open new accounts with care and precision. This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in delivering meaningful member experiences.

Scheduled Weekly Hours:

This is a full-time remote position working 40 hours per week Monday Friday, with rotating Saturday shifts.

What you’ll be doing:

• Deliver outstanding service through inbound and outbound calls, emails, and chats by providing accurate information and support for Bay Federal’s products, services, and digital tools.
• Promote Bay Federal in a professional and positive manner while fostering a collaborative team environment that supports excellent member service.
• Educate and guide members on Credit Union products and services, including electronic banking tools like BayFedOnline, BillPay, and BayPhone.
• Accurately update member accounts and process requests, closures, and service issues through electronic channels.
• Meet or exceed individual performance goals while managing risk and making sound service decisions.
• Identify, investigate, and resolve member concerns in a timely and professional manner by working with internal teams.
• Actively participate in team meetings and training sessions to support continuous learning and service improvements.

Y ou’re Perfect For This Role If You Have:

A high school diploma or equivalent.

At least one year of experience in a call center in a banking or financial institution environment.

Strong customer service skills and a solid understanding of customer service best practices.

The ability to make sound decisions while managing risk related to electronic banking systems and services.

A quick grasp of new software and processes, especially those related to digital banking tools.

The ability to manage multiple tasks and meet deadlines in a fast-paced, high-volume setting.

Proficiency with Microsoft Office and comfort using web-based applications.

Spanish or bilingual language skills are a plus and highly valued in this role.

Who We Are:

Bay Federal Credit Union was started in 1957 when local school teachers pooled their money together to start a credit union. This original vision and investment has grown into the area’s largest locally-owned financial institution, with nearly $1.6 billion in assets. Today, Bay Federal provides full service financial products and solutions to individuals and businesses in Santa Cruz, Monterey, and San Benito counties.

As a local, member-owned, not-for-profit financial cooperative, we are passionate about contributing to the community and being an integral part of its incredible story. Each year, our employees volunteer their time and donate their money to local non-profits, schools, and events. Our managers serve on local non-profit Boards of Director to be involved, understand challenges, and to make a real difference in the communities we serve.

From our founding as a teacher’s credit union, Bay Federal has continued our commitment to education. We offer annual student scholarships for members and offer a comprehensive array of solutions to support our member's financial wellness. Through online financial education course offerings, solutions for teachers and students, as well as special programs for youth, our financial wellness programs are free and available to the public. This is a small part of our work in creating thriving and vibrant communities!

We look forward to continuing our story, and hope that you will be a part of it!

Why You’ll Love Working at Bay Federal Credit Union

At Bay Federal, we believe that when our employees thrive, our members and community do too. We’re proud to offer a comprehensive benefits package and meaningful perks designed to support your well-being, growth, and success, both at work and beyond.

• 401(k) Matching: We’ll match your contributions dollar-for-dollar up to 5% of your pay.
• Annual Bonus Eligibility: Share in our success through our annual bonus plan.
• Health Coverage That Cares: Choose from quality Medical, Dental, Vision, Life Insurance, and Long-Term Disability options.
• Employee Assistance Program: Receive up to six face-to-face sessions per person, per reason, for you and your household.
• Wellness Program: Holistic support for your physical, financial, and emotional health.
• Rocket Lawyer Legal Services: Company-sponsored program that provides legal documents, advice, and attorney assistance for a wide range of needs.
• Additional Options: Customize your coverage with Pet Insurance and Aflac supplemental plans.

Perks That Set Us Apart

• Recognized as the #1 Credit Union to Work For by Credit Union Journal.
• Named a Best Place to Work in the Bay Area by SF Business Times and Silicon Valley Journal.
• 11 paid Federal Holidays each year, so you can recharge and celebrate.
• Access to industry-standard webinars and LinkedIn Learning courses.
• Leadership partnership with Cabrillo College a 12-week program designed for emerging supervisors and managers.
• $1,500 Mac McCormac Employee Scholarship to support your education goals.
• Hybrid Work Environment: Enjoy flexibility with remote work opportunities and connect in person during our biannual All-Staff Meetings.

Bay Federal Credit Union is proud to offer a competitive, robust compensation and benefits package. Bay Federal considers many factors in determining base pay such as experience, education/training, internal peer equity, job location, and other business considerations when extending an offer. For Santa Cruz, CA only, the pay scale Bay Federal reasonably expects to pay for this position is $22 - $23 per hour. Salaries are based on the geographic location in which you live if working remotely.

Bay Federal is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law. Bay Federal is an at-will employer.

For CCPA's requirements regarding security practices and procedures, please see our privacy page here (https://www.bayfed.com/privacy). Bay Federal Credit Union takes our obligation to keep our member's data safe and secure and adhere to industry standard best practices.