Member Contact Center Representative (Telephone Services)

Job Summary:

As a Member Contact Center Representative, you are the voice of our Credit Union. You will provide exceptional, knowledgeable, and professional service to our members via telephone, acting as a financial concierge. You will handle inquiries, resolve complex problems, process financial transactions, and proactively cross-sell products and services that improve our members' financial well-being. This role is essential in building member loyalty and promoting our digital banking solutions.

Key Responsibilities:

• Member Experience & Service: Delivers high-level service by providing accurate information on accounts, loans, and services, maintaining a "telephone smile".
• Financial Transactions: Accurately processes account inquiries, deposits, withdrawals, transfers, loan payments, wire transfers, and Visa account research.
• Digital Guidance: Assists members with navigating digital banking, including online banking setup, mobile app troubleshooting, and password resets.
• Consultative Sales: Identifies member needs and promotes/cross-sells Credit Union products and services that add value.
• Problem Resolution: Takes ownership of member issues, research discrepancies, and provides timely solutions.
• Operations & Compliance: Adheres to all internal policies, including BSA (Bank Secrecy Act) and CIP (Customer Identification Programs), to ensure member security.
• Balancing: Balances financial transactions at the close of business daily.

Job Requirements:

• Education: High School Diploma or equivalent required.
• Experience: Minimum 1-2 years of experience in a financial institution, credit union, or call center environment.
• Technical Skills: Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to quickly learn core banking systems.
• Communication: Excellent verbal and written communication skills with the ability to explain complex financial topics simply. Bilingual (English/Spanish) skills are a plus
• Skills: Strong problem-solving abilities, attention to detail, and time management skills.

Why Join the Sea West Team?

At Sea West Federal Credit Union (also known as Sea West Coast Guard Federal Credit Union), we are more than just a financial institution—we are a mission-driven community dedicated to the financial well-being of those who serve our country. When you join our team, you become part of a legacy of service, integrity, and stability that has supported military personnel and their families for nearly 70 years.

Be Part of Something Bigger
We embrace the credit union philosophy of “People Helping People.” You will work in a friendly, dynamic environment where your efforts directly impact the lives of Coast Guard members, veterans, and their families.

Industry-Leading Benefits
We believe in taking care of our team so they can take care of our members. Our comprehensive benefits package is designed to provide you with peace of mind and long-term stability:

• 100% Employer-Paid Premiums: We cover 100% of your Medical, Dental, and Vision insurance.
• Financial Security: Access to a 401(k) Retirement Plan with a company match.
• Income Protection: Fully paid Life and Long-Term Disability (LTD) Insurance.
• Work-Life Harmony: Enjoy generous Paid Holidays and Vacation Time to recharge and spend time with loved ones.
• Professional Growth: Join one of the most financially secure credit unions in the nation, boasting a 5-star Bauer rating, and grow your career alongside ethical professionals.

Our Values

• Service: A commitment to serving those who serve.
• Integrity: Our standards are rooted in ethical conduct and transparency.
• Community: Building lasting relationships within the military and Bay Area communities.

Ready to launch your career with a team that backs you? Explore our current Employment Opportunities or contact our Human Resources department at hr@seawest.coop.

Pay: $4,500.00 - $5,000.00 per month

Benefits:

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

People with a criminal record are encouraged to apply

Experience:

• Call center: 2 years (Required)

Work Location: In person