Call Center Representative I- Onsite

Job Title: Call Center Representative I

Rports to: Director of Member Experience

Status: Hourly Non-Exempt

Purpose

Provide information and customer service concerning the credit union and its products and services to credit union members, ensuring the highest quality of member service.

Requirements

· Excellent oral and written communication skills required

· High school graduate or GED

· Knowledge of products and services preferred

· Proficient in Microsoft Office suite of products

General Duties & Responsibilities

· Serve membership by providing service and information in a professional, and efficient manner via telephone or correspondence.

· Continuously check member service voice mail and reply to these calls accordingly.

· Research and solve routine member questions, problems, and complaints concerning credit union accounts.

· Verify accounts, assist with questions regarding online account opening, loan applications, order cards, and answer questions regarding share accounts, share drafts, debit and credit cards, IRAs, etc.

· Cross-sell credit union products and services when appropriate.

· Assist members with basic questions regarding their loans.

· Assist members with remote access.

· Mail, fax, or e-mail information to members and prospective members.

· Accountable for researching member inquiries to ensure proper follow-up and satisfaction.

· Ensure that all credit union members and employee-related business is kept in the strictest confidence.

· Treat all credit union members and employees with a positive and collective attitude.

Confidentiality: Ensure member information is secure Perform other duties as assigned by management.b Summary
We are seeking a dynamic and motivated Call Center Representative I to join our customer service team. In this role, you will serve as the first point of contact for our clients, providing exceptional support through phone, email, and chat channels. Your enthusiasm and communication skills will help ensure a positive experience for every caller while efficiently handling inquiries related to medical services, appointments, billing, and general information. This position offers an exciting opportunity to develop your customer service expertise in a fast-paced healthcare environment, making a meaningful difference in patients’ lives.

Responsibilities

• Answer incoming calls promptly and professionally, demonstrating excellent phone etiquette and communication skills.
• Assist callers by providing accurate information regarding medical appointments, billing procedures, and healthcare services.
• Utilize computer skills to navigate electronic health records and data entry systems efficiently.
• Collect and verify patient information with attention to detail, ensuring data accuracy and confidentiality.
• Manage multiple tasks simultaneously while maintaining a friendly and helpful demeanor.
• Follow established protocols to escalate complex issues to appropriate medical or administrative staff.
• Maintain thorough documentation of interactions, including detailed notes and updates within the system.

Qualifications

• Previous experience in a medical office or healthcare customer service role is preferred but not required.
• Strong communication skills in English; bilingual abilities are highly desirable to serve diverse populations.
• Knowledge of medical terminology to accurately understand and relay information.
• Proficiency with computer skills, including data entry and navigating healthcare software platforms.
• Ability to handle sensitive information with discretion and professionalism.
• Excellent analysis skills to assess caller needs quickly and provide appropriate solutions.
• Experience with phone etiquette and customer service best practices in a high-volume environment is advantageous. Join us in delivering outstanding healthcare support! We value energetic individuals who thrive on helping others and are eager to grow their skills in a vibrant team setting. This paid position offers the chance to develop your career while making a positive impact on patient experiences every day.

Pay: $19.49 - $23.39 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• What is your desired pay/salary expectation?

Experience:

• Call Center : 1 year (Preferred)
• Microsoft Office: 1 year (Required)
• Banking: 1 year (Preferred)

Work Location: In person