Customer Service / Call Center Representative II

AdelFi Credit Union; San Dimas (CA); Vor Ort; USD 32.000 - 36.000; Vollzeit

Benefits dieser Stelle

Medical, Dental, and Vision coverage

401(k)

Life Insurance

Flexible Spending Account (FSA)

Paid Time Off

Equipment Stipend

Employee Events

Paid Serve Days

Zusammenfassung

AdelFi Credit Union’s Contact Center Representative II delivers accurate, secure customer service across phone and digital channels, helping members complete account and loan transactions and understand available banking options. You’ll handle more complex questions, open new memberships, complete loan pre-approvals, and use consultative sales conversations to recommend solutions that fit a member’s needs.

You’ll also support service quality by assisting with escalations and serving as a

Qualifikationen

• High school diploma or equivalent.
• 3+ years customer service in a bank/credit union.
• 2+ years call center experience serving the public; cross-selling.
• Strong verbal and written communication; ability to work under pressure.
• Preferred: Episys, Synapsys, STAR, FDR; bilingual English/Spanish.

Aufgaben

• Deliver accurate, secure customer service across phone and digital channels.
• Assist members with account and loan transactions; complete pre-approvals.
• Open new memberships; advise on banking options.
• Support service quality by handling escalations and guiding teammates.

Kenntnisse

Customer service

Call center

Communication

Multitasking

Bilingual English/Spanish

Ausbildung

High school diploma or equivalent

Tools

Episys

Synapsys

STAR

FDR

Jobbeschreibung

Our Foundation

AdelFi Christian Banking unites two trusted Christian financial institutions (Christian Community Credit Union & AdelFi) bringing together more than 130 years of combined experience. Together as one faith-based credit union, we're committed to practical banking that helps you live out your values and make a lasting Kingdom impact.

Role Overview

The Contact Center Representative II delivers accurate, secure Customer Service across phone and digital channels, helping members complete account and loan transactions and understand available Banking options. You’ll resolve more complex questions, open new memberships, complete loan pre-approvals, and use consultative Sales conversations to recommend solutions that fit a member’s needs. You’ll also support service quality by assisting with escalations and serving as a knowledgeable resource for teammates.

Required qualifications/skills:

• High school diploma or equivalent
• 3+ years customer service experience in a bank/credit union
• 2+ years Call Center experience serving the public; cross-selling experience
• Strong verbal/written communication and ability to work under pressure
• Ability to multitask, prioritize, and follow through in a fast-paced environment
• Preferred: Episys, Synapsys, STAR, FDR; bilingual English/Spanish

Your Typical Day

Your day starts by logging into remote tools and reviewing updates that impact Customer Service, including process notes and member follow-ups. You’ll move through a steady Call Center rhythm—balancing inbound needs with proactive outreach—while documenting details carefully and protecting member information. Between interactions, you’ll coordinate with teammates on escalations, share quick guidance that supports consistent Banking answers, and help newer representatives navigate systems and workflows.

Total Rewards

Medical, Dental, and Vision coverage; 401(k); Life Insurance; Flexible Spending Account (FSA); Competitive Salary ($23.50 to $26/hourly); Paid Time Off; Equipment Stipend; Employee Events; and Paid Serve Days.