Contact Center Representative I

Contact Center Representative I

Join OURCU: Empowering Members, Strengthening Communities

At OURCU, we believe great service starts with people who care. We're looking for a Contact Center Representative I to join our amazing Contact Center team- a group that supports each other, shows up for our members, and takes pride in getting things done. If you love helping others, thrive on solving problems, and bring resourcefulness and professionalism to every interaction, this could be the role for you!

What You'll Do

As a Contact Center Representative I, you'll be the first point of contact for members by phone, live chat, email, and secure message. Every day will bring something new- helping a member reset their online banking, researching a loan payment, troubleshooting mobile banking issues, or walking someone through account options.

This role calls for both technical confidence and the ability to explain technology in clear, simple ways. You'll use all available resources to resolve issues quickly and effectively- researching, asking the right questions, and tracking down accurate information when it isn't immediately obvious. Sometimes that means working independently to dig into a problem, and other times it means collaborating closely with your teammates to make sure a member gets the best possible service.

You'll also have the opportunity to offer relevant products and services that align with members' needs and goals, helping them simplify their financial lives and get more value out of their credit union membership.

Key Responsibilities

• Be the first point of contact for members by phone, live chat, email, and secure messaging
• Use resourcefulness and problem-solving to resolve issues
• Provide accurate, timely information on accounts, payments, transfers, interest rates, loans, and savings programs
• Troubleshoot and support members with online and mobile banking, bill pay, and other digital tools, adapting explanations to different levels of tech comfort
• Keep member records and documentation complete, accurate, and up to date
• Offer products and services based on members' needs in a professional and member-first way
• Collaborate with your team and support other departments with clerical tasks, account verification, and correspondence

We're Seeking Someone Who Is:

• Experienced in customer or member service (6 months to 2 years preferred)
• Tech-savvy, with the ability to confidently use digital tools and patiently teach others who may not share the same comfort level
• Resourceful and able to solve problems by digging in, finding information, and using tools and systems effectively
• A team player who communicates well, supports peers, and collaborates to get the best outcomes for members
• Interested in long-term growth, excited to learn, build a career, and develop within OURCU
• Service-minded, with excellent communication skills and a professional presence
• Flexible, able to shift seamlessly between teamwork and independent work
• Detail-oriented, keeping information accurate and organized while managing multiple priorities

Key Qualifications

• High school diploma or GED required
• Excellent verbal, written, and interpersonal communication skills
• Strong organizational and multitasking skills
• Proficiency with computer applications and standard business equipment
• Bilingual skills a plus!

Why Join OURCU?

At OURCU, people come first- our members and our employees. We offer a supportive, team-first culture, opportunities for growth, and a competitive benefits package designed to help you thrive personally and professionally.

Benefits Include

• Medical, dental, and vision insurance
• Voluntary insurance plans
• Flexible Spending Account
• Employer-paid life and long-term disability insurance
• 401(k) plan with generous OURCU contributions
• Paid Time Off: vacation, sick leave, and 12 paid holidays annually
• Professional development support, tuition assistance, and career growth opportunities
• Additional perks such as:
  • Free Employee Assistance Program (EAP)
  • Gym reimbursement
  • Discounted VISA rates and enhanced checking accounts
  • Employee-led engagement committees

Compensation & Growth

• Target starting pay: $19.55 – $24.00 per hour, depending on relevant qualifications
• Opportunities for growth as you develop your skills and take on more responsibility

Location & Schedule

This is a full-time, in-person role based at our Mountain View Shelton Branch Contact Center. The schedule is Monday through Friday, with shifts rotating weekly between:

• 8:00 a.m.–5:00 p.m.
• 8:30 a.m.–5:30 p.m. (Fridays until 6:00 p.m. on late-shift weeks)

Ready to Make a Difference?

If you're ready to bring your customer service experience, problem-solving skills, resourcefulness, and tech know-how to an amazing Contact Center team that values collaboration, ownership, and a long-term commitment to growth, apply today! Join a workplace that supports your development and makes a difference in the community.

OURCU – Serving members with heart, integrity, and local pride!

OURCU is an Equal Opportunity Employer. If you require accommodations during the application process, please contact hrteam@ourcu.com or call us at (800) 426-5657.