Call Center Representative

JOB TITLE: Call Center Representative

POSITION TYPE: Part Time

REPORTS TO: Call Center Supervisor

DEPARMENT: Call Center at Weiss Street Location

HOURS: Mon – Fri; 8:45 AM - 5 PM Open availability

Rotational Saturday – 9AM – 1PM

UPDATED: 12/1/2025

GENERAL PURPOSE: The primary purpose of this position is to assist United Financial Credit Union in abiding by the company’s employee WOW initiative to uphold and adhere to the Mission Statement, Vision Statement, DEI Statement, and the Core Values. The mission to provide innovative, friendly, and quality service, United Financial Credit Union will provide long-term financial stability to our credit union, our members, and their families. Employees should strive to help our credit union achieve the strategic goals set by the Board of Directors.

POSITION PURPOSE: Provide information and member service concerning the credit union and its products and services to our members; ensuring the highest quality of member service.

QUALIFICATIONS: Clear and concise communication skills. Ability to relate to members effectively. Able to work nonconforming hours. Strong phone and verbal communication skills along with active listening. Previous experience in a customer support role desired. Strong computer skills and a high level of professionalism is needed for this position. Strong computer skills and problem solving abilities will be required. High school diploma or GED desired.

DUTIES AND RESPONSIBILITES:

· Needs to provide excellent member service and maintain proper phone etiquette with members at all times, assuring that member service is provided clearly, quickly and efficiently.

· Follow up with new members or indirect members about their member experience. Taking the opportunity to educate on our products and services.

· Assist members with basic questions regarding their credit union accounts.

· Process request from members: wire transfers, stop payments, order debit cards, and any other necessary requests.

· Research and solve complex member questions, problems, and/or complaints concerning credit union accounts.

· Continuously checking the call-center voice mail and reply to these calls accordingly

· Ensure that all credit union member and employee related business is kept in strictest confidence

· Process and/or assist members with new member applications, loan applications and/or information to members and prospective members.

· Treat all credit union members and employees with a positive and cooperative attitude.

· Cross-sell to promote credit union products and services as appropriate. Consistently maintain and improve call center skills and knowledge for efficient service delivery and high quality member service.

· Employees are expected to adhere to all policies, procedures and service standards of the credit union. Policies and procedures are available on the company directory or by asking their supervisor. Service Standards are posted at each branch. It is the employee’s responsibility to ask questions about policies, procedures and service standards set forth.

· Perform other duties as assigned.

PHYICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Normal office environment where there is little discomfort or exposure to hazards due to temperature, dust, noise etc.

* While performing the duties of this job, the employee is regularly required to walk; use hands and fingers, reach with hands and arms.

* The employee consistently is required to stand and sit, view computer screen, talk and hear, and lift/move up to 25 pounds.

* Ability to work overtime, attend meetings, seminars and travel.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by the personnel so classified.

Job Type: Part-time

Pay: $14.00 - $16.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Paid time off

Work Location: In person

Salary : $14 - $17