Member Contact Center Representative II

Financial Partners Credit Union, recognized as a Top Workplace by USA Today, the Orange County Register, and the Los Angeles Times, and named one of the Best Credit Unions to Work For by American Banker and one of the Best Credit Unions in California by Forbes, is seeking a service-focused professional to join our team as a Member Contact Center Representative II.

In this role, you will assist members through multiple communication channels including phone, email, chat, and written correspondence. You will help answer questions about accounts, process transactions, resolve issues, and connect members with products and services that support their financial needs.

This position is ideal for someone who enjoys helping people, communicates clearly across multiple channels, and thrives in a fast-paced service environment where strong problem-solving and relationship-building skills are essential.

Essential Responsibilities

• Perform all duties of a Contact Center Representative I while working independently and without supervision.
• Handle incoming member communications including telephone calls, email, chat, and written correspondence.
• Research and resolve complex member inquiries related to credit union accounts, products, and services.
• Meet established individual service and sales performance goals.
• Conduct outbound “Thank You and Service” calls to members based on established guidelines.
• Perform outbound sales campaign calls to members as directed.
• Assist members through the buying process by quoting rates, taking secured and unsecured loan applications, or sending loan applications to members.
• Provide eBanking and Bill Pay support to members.
• Write accurate and professional responses to members via email and chat that are clear, concise, and grammatically correct.
• Notify Contact Center management of service concerns by monitoring call volume and service levels.
• Attend required training through Learning and Development or as approved by management.
• Maintain attendance and adhere to department break and lunch schedules in accordance with company policy.
• Perform other duties as assigned.
  
  

Education And Experience

• One-year certificate from a college or technical school; three to six months of related experience and/or training; or an equivalent combination of education and experience.
• Associate’s degree preferred.
• Customer service and/or call center experience required.
• Previous banking or credit union experience preferred.
• Experience using Microsoft Word, Excel, and Outlook.
• Ability to work across multiple software systems simultaneously.
• Strong customer service and communication skills.
• Demonstrated ability to cross-sell financial products and services.
• Ability to work effectively in a team environment and assist in motivating team members.
• Experience training or assisting new agents preferred.
  
  

WHY THIS ROLE MATTERS

Member Contact Center Representatives play an important role in supporting members when they need assistance with their accounts or financial services. By providing clear information, resolving issues quickly, and identifying opportunities to connect members with helpful products and services, this role helps strengthen member relationships and supports Financial Partners Credit Union’s commitment to exceptional service.

The pay range for this position is listed above. Our pay ranges are designed to allow for candidates with various levels of experience and skill to be considered, and to allow room for growth to be achieved in a role over time. Generally, new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their individual combination of experience, knowledge, skills, and education as well as internal equity.

Financial Partners Credit Union is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.