Phone Center Representative

Job Description

Are you a passionate and customer-focused individual with a knack for helping people manage their finances? E-Central Credit Union is looking for an enthusiastic team player to join our Phone Center team! If you're excited about delivering exceptional service and promoting financial products that make a difference in our members’ lives, this is the perfect opportunity for you!

What You'll Do:

Engage & Assist: Respond to incoming calls promptly and efficiently, offering a wide range of financial services such as answering inquiries, processing transaction requests, and resolving issues. Educate members about the benefits of Credit Union membership and ensure they receive accurate information in a timely manner.

Provide Stellar Service: Build strong relationships with current and potential members, offering friendly, positive, and knowledgeable assistance. Deliver excellent member service with a professional and pleasant attitude.

Drive Solutions & Sales: Identify members’ financial needs and recommend appropriate products and services—such as loans, deposits, and digital banking tools. Meet and exceed monthly sales targets by proactively identifying opportunities to cross-sell and offer solutions based on member needs.

Member Issue Resolution: Assist members with all aspects of their financial needs, including resolving complaints, answering questions, processing transaction requests, and making account adjustments as needed.

Maintain Accuracy & Compliance: Maintain a high level of accuracy in all transactions, from processing member requests to documenting account changes. Attention to detail is crucial to ensure that all information is correct and that member accounts are updated in compliance with Credit Union policies and procedures.

Provide Support & Training: Assist with basic research on member accounts, identifying and resolving issues. Cross-train and share knowledge with other team members as needed.

Complete Reports & Other Duties: Prepare and complete necessary reports as needed. Perform additional duties as assigned to support the smooth operation of the Phone Center and ensure excellent member service.

Stay Informed: Keep up-to-date on all E-Central products, services, and regulatory requirements to provide consistent and accurate support to members.

Qualifications

Customer Service Experience: At least 2 years of customer service experience, preferably in a credit union or banking environment. Previous phone center experience is preferred.

Product Knowledge: Familiarity with financial products like loans, deposits, online banking, and digital services.

Relationship Builder: You genuinely enjoy connecting with people, solving their problems, and helping them achieve their financial goals.

Sales-Driven: You’re proactive in identifying opportunities to recommend solutions and meet sales goals while delivering value to members.

Communication Skills: Excellent phone etiquette, strong verbal and written communication skills, and the ability to explain policies and resolve concerns in a professional and personable manner.

Bilingual (Spanish/English): Ability to communicate fluently in both Spanish and English is preferred to effectively serve our diverse member base.

Tech-Savvy: Comfortable using technology and software systems, and quick to learn new tools and processes.

Why E-Central Credit Union?

Located near the vibrant Old Town Pasadena area, we offer a friendly and supportive work environment with a competitive compensation and benefits package. As part of the E-Central family, you’ll enjoy:

Comprehensive Benefits: Health, dental, and vision insurance, life & disability coverage, flexible spending accounts, and 401(k) with profit-sharing.

Generous Paid Time Off: 11 paid holidays, paid sick leave, and ample paid time off to recharge.

Incentives & Discounts: Earn additional incentive payments based on performance, plus enjoy loan discounts for you and your family.

Work-Life Balance: We believe in a healthy balance between work and life, offering flexibility to meet your personal and professional needs. and offer

This is a full-time position (Mon-Fri, 8:30 am-5:30 pm, subject to shift scheduling) working on-site in our Pasadena office. Pay commensurate with experience; this position is eligible for incentive payments.

Full-time