CONTACT CENTER BRANCH REPRESENTATIVE

Brief Description

Respect. Integrity. Ethics. Compassion. Humor.

At Central Willamette Credit Union, our five core values aren’t just words on a wall—they guide how we show up for members and for each other every day. Our purpose is simple: build local loyalty, connect to community, and make life easier for the people we serve.

To do that well, we look for team members who:

• Lead with service and kindness
• Embrace change and stay curious
• Learn quickly and take pride in accuracy
• Enjoy collaboration—and a good laugh
  
  

Why you’ll love working here

• 2 weeks’ vacation, increasing to 3 weeks after year 1 and 4 weeks after year 2
• 10 paid holidays each year
• 5 paid sick days annually
• Medical, dental, and vision effective the first of the month after your hire date
• Eligible for a semi-annual incentive of 2.5% (up to 5% annually) based on achievement of strategic organizational goals
• 401(k) match: dollar-for-dollar up to 3% of gross salary, plus 50% match on the next 2%
• Monthly Incentives
  
  

Position Purpose

This role is a key connector between our Contact Center and branch team. You’ll primarily support members through inbound calls, focusing on accurate first-call resolution, and referring members to Financial Advocates when needs are identified. You’ll also support branch operations—such as teller transactions, balancing, and overflow coverage—helping ensure members receive a seamless, consistent experience no matter how they reach us. Bilingual preferred.

Essential Functions & Responsibilities

Member Service & Transactions (80%)

• Handle inbound calls professionally while meeting service expectations (answer rate, handle time, hold time, wrap-up time, and quality standards)
• Provide accurate information and direct members to the right team member when needed
• Process transactions by phone and in person as needed, 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 on products and services and generate qualified referrals
• Use each interaction to build trust and loyalty, supporting a strong member experience (including Net Promoter Score)
  
  

Operational & Compliance Responsibilities (20%)

• Maintain accurate documentation and timely follow-up; take ownership of improvement opportunities
• Support branch operations including tellering, lobby coverage, opening/closing tasks, and problem-solving
• Complete required training and professional development
• Comply with CWCU policies, State/Federal regulations, and Information Protection requirements
• Collaborate with Contact Center and branch teams to ensure appropriate staffing
• Perform other duties as assigned
  
  

Education & Experience

• High school diploma or equivalent
• 1 year of customer service experience required (financial institution experience preferred)
• Multi-line telephone experience preferred
• Basic computer skills required
• Bilingual (Spanish/English) preferred- Candidates who are Bilingual may be eligible for a language proficiency pay differential.
  
  

Physical Requirements

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Ability to sit or stand near a computer terminal for extended periods
• Vision abilities: close, distance, peripheral, depth perception, and ability to adjust focus
• Occasionally required to work remotely in a secured, private workspace
• Flexibility to work from home during inclement weather or other Credit Union needs
  
  

Applied today and join a team that is commitment to your success and the success of our community!