1-3 years of credit union/banking customer service or inbound call center experience
Proficient in MS Office and strong interpersonal/written and verbal communication skills
Bilingual in Spanish/English preferred, but not required
Requirements:
Handle member service inquiries via inbound calls, emails, and live chats in a high-volume environment with a focus on first-contact-resolution
Identify opportunities to deepen member relationships by promoting products and services based on the contact reason
Manage more complex inquiries (e.g., Certificates, IRAs) and resolve issues using multiple software applications while following established policies and procedures
Provide coaching/mentoring to less senior representatives, participate in ongoing training, and suggest process improvements to enhance productivity and member experience
Job description
Description
Varying Shifts: Monday-Friday between the hours of 8:00am-6:15pm, Saturdays are required 8:45am-4:15pm Day off TBD - 39-40 hours/ week
100% Onsite at TCU Headquarters in Vacaville, Ca. No Remote or Hybrid available.
Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo.For hybrid and remote roles, candidates are still required to reside within a commutable distance of our corporate headquarters in Vacaville, California.
We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available).
Summary: The Travis Credit Union (TCU) Contact Center is responsible for professionally managing member service inquiries via inbound calls, emails and live-chats in a high volume customer service environment. TCU Contact Center representatives’ actively understand the value of a great customer experience while expanding existing member relationships by identifying opportunities for additional credit union products and services.
Profile:
Provides world-class customer support through all member support channels with a focus on first-contact-resolution and problem solving for account inquiries.
Identify opportunities to deepen the member relationship by promoting and educating members around new products and services based on the member contact reason.
Based on experience, manages product/service inquiries of a more complex nature, i.e. Certificates, Individual Retirement Accounts, etc.
Follows up on member inquiries that are not immediately
Follows proper Contact Center policies and procedures when handling different topics. Suggests improvements and changes to processes and policies to improve productivity and members’ experience.
Uses proven decision-making skills when handling exceptions to policies or procedures within assigned authority.
Properly identifies, researches and resolves issues using multiple software applications.
Participates in ongoing training programs and maintains up-to-date information and working knowledge of all Credit Union products, services and promotions.
Coach, mentor, or train less senior representatives, as needed.
Required Skills:
Passionate about helping people, and able to learn quickly and acquire the knowledge to assist members accurately.
Must be detail-oriented with above average active listening skills.
Proficient in MS Office products (Word, Excel, Outlook).
Strong interpersonal and professional written and verbal communication skills to handle inquiries and issues with tact and diplomacy.
Ability to interact with diverse groups of people and be a team player.
Ability to work in a fast-paced, team-oriented environment. Efficiently organize work priorities and accurately complete multiple tasks within strict timeframes with minimal supervision.
Ability to navigate multiple interdependent systems and tools.
Highly skilled at researching and effectively resolving issues in a timely manner.
Required Experience:
Reports directly to assigned Supervisor/Manager, Contact Center.
This position has no supervisory responsibilities.
HS Diploma or equivalent.
Bilingual in Spanish/English preferred, but not required.
Levels:
Associate Contact Center Representative: Minimum 1 year credit union/banking customer service experience and/or inbound call center experience.
Contact Center Representative: Minimum 2 years credit union/banking customer service experience and/or inbound call center experience.
Sr. Contact Center Representative: Minimum 3 years credit union/banking customer service experience and/or inbound call center experience.
Compensation: Startingsalary is commensurate with experience. In addition to our competitive benefits, this opportunity with Travis Credit Union has a range of:
Associate Contact Center Representative – Grade 7: $19.98/hour - $24.69hour
Contact Center Representative - Grade 8: $21.57/hour - $26.65/hour
Sr. Contact Center Representative - Grade 9: $23.49/hour - $29.01/hour
Our compensation philosophy considers various factors, including the scope and responsibilities of the position, as well as a candidate’s experience, education/training, and key skills.
Benefits: At Travis Credit Union, we prioritize the well‑being of our employees and their families by providing a comprehensive Total Rewards program that supports their health, welfare, and financial security. In turn, this enables our employees to focus on delivering exceptional service to our members and meeting the goals of the credit union.
Eligible employees enjoy a robust benefits package, which includes:
Competitive medical, dental, and vision insurance
Mental health and wellness programs
Employee performance incentive plan
Merit-based salary increases
401(k) program with immediately vested employer match
Generous holiday and vacation policies
Exclusive TCU perks such as employee loan and credit card discounts
Travis Credit Union is an Affirmative Action Employer. EOE / Individuals with Disabilities / Veteran Status
