Our client is looking for a highly motivated Customer Service Representative! The candidate will be an essential part of the Contact Center team. This role is responsible for providing a superior experience to members via telephone in an accurate, sincere, and professional manner. This role will assist our members with products and services, including general inquiries, card maintenance, recommending self-service technologies, and processing standard credit union transactions such as transfers, and loan payments as needed. Successful candidates should have a working knowledge of sales and member service practices and procedures in a financial institution.

Specific Duties & Responsibilities:
• Answers and resolves routine and complex member inquiries, complaints, and
concerns over the telephone, creating customized solutions while maintaining
positive member service relationships.
• Explain the features and benefits of UNIFY membership, as well as products and
services, preserving and enhancing the UNIFY brand.
• Receives and processes requests, including, but not limited to, funds transfers,
membership data changes, eBanking technical support, and loan payments.
• Navigating numerous specialized software systems and a member relationship
application, at any given time, to fulfill member requests.
• Analyzes a member's service needs and coordinates with other service or technical
departments to develop and deliver an appropriate solution for each member.
• Works collaboratively with others in the department to build and maintain a
strong, cohesive team by participating in training calls, conference calls, and
other team meetings.
• Meets or exceeds monthly quality standards and productivity levels established
by individual and department key performance indicators.
• Maintains confidentiality and manages risk in every business, product, and
service transaction. Leverage available tools to protect sensitive member
information.
• Remains current and informed on all Credit Union procedures, products, services,
and compliance regulations, serving as an advocate and subject matter expert for
the Credit Union.

Qualifications, Experience, & Education:
• Requires a high school diploma or equivalent. Some college preferred.
• Requires two years of experience, or a combination of experience, in the banking/financial, call center, sales, and/or customer service industry, with at least one year of experience in a call center.
• Requires the ability to work with minimal supervision and under high call volume conditions.
• Requires intermediate proficiency in typing (40-60 WPM) and the ability to communicate effectively verbally and in writing.
• Technically proficient and competent with Microsoft applications, specifically Word, Teams, and Outlook.
• Requires consumer lending certification or the willingness and aptitude to gain certification within three months of hire.

*Flexibility with work schedule is also required.


EEO/AA Employer/Vet/Disabled.

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.