Contact Center Branch Representative

Brief Description

Respect. Integrity. Ethics. Compassion. Humor.

At Central Willamette Credit Union, our five core values are more than words on a wall—they guide how we serve our members, support one another, and show up every day.

Our purpose is simple: build local loyalty, connect to our community, and make life easier for the people we serve.

We Are Looking For Team Members Who

• Lead with service, kindness, and empathy
• Embrace change and remain curious
• Learn quickly and take pride in accuracy
• Enjoy collaborating with others—and appreciate a good laugh
  
  

Why You’ll Love Working Here

• Two weeks of vacation to start, increasing to three weeks after one year and four weeks after two years
• 10 paid holidays each year
• Five paid sick days annually
• Medical, dental, and vision coverage effective the first of the month following your hire date
• Eligibility for a semiannual incentive of 2.5%, up to 5% annually, based on achievement of organizational strategic goals
• 401(k) match of dollar-for-dollar up to 3% of gross salary, plus a 50% match on the next 2%
• Monthly incentives
  
  

Position Purpose

This in-office position serves as an important connection between our Contact Center and branch teams. You will primarily assist members through inbound calls, with a focus on providing accurate first-call resolution and identifying opportunities to refer members to Financial Advocates.

You will also support branch operations, including teller transactions, balancing, and overflow coverage, helping ensure members receive a seamless and consistent experience regardless of how they choose to connect with us.

Essential Functions & Responsibilities

Member Service & Transactions — 80%

• Professionally handle inbound member calls while meeting service expectations for answer rate, handle time, hold time, wrap-up time, and quality standards
• Provide accurate information and connect members with the appropriate team member when needed
• Process transactions by phone and in person, including loan payments, withdrawals, transfers, check orders, and routine clerical tasks
• Balance cash drawers and transaction work daily with minimal discrepancies
• Follow dual-control and verification procedures to maintain transactional integrity
• Research and resolve member questions, concerns, complaints, and basic technology issues
• Assist members with online banking and account inquiries
• Educate members about Credit Union products and services while generating qualified referrals
• Use every interaction to build trust, loyalty, and a positive member experience, including support for Net Promoter Score goals
  
  

Operational & Compliance Responsibilities — 20%

• Maintain accurate documentation, complete timely follow-up, and take ownership of improvement opportunities
• Support branch operations, including teller duties, lobby coverage, opening and closing responsibilities, and problem-solving
• Complete required training and professional development
• Comply with CWCU policies, state and federal regulations, and information-protection requirements
• Collaborate with Contact Center and branch teams to help ensure appropriate staffing coverage
• Perform other duties as assigned
  
  

Education & Experience

• High school diploma or equivalent required
• At least one year of customer service experience required; financial institution experience preferred
• Multi-line telephone experience preferred
• Basic computer skills required
• Spanish/English bilingual skills preferred. Bilingual employees may be eligible for a language-proficiency pay differential.
  
  

Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

• Ability to sit or stand near a computer terminal for extended periods
• Vision abilities including close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus
• Ability to work effectively in an in-office environment
  
  

Apply Today

Join a team that is committed to your success—and to the success of our community.

Requirements

Salary $19.48 - $24.35 / Hour