Key Facts

Remote From:

Canada , California (USA) , United States

Full time

English

Hard Skills

Call Center Experience Client Services Cross-Selling Credit/Debit Card Processing Escalation Management Performance Management Calculations Consumer Lending Fiduciary Accounting Online Communication Service Level Management Self-Regulation

Other Skills

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Web Navigation
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Quality Assurance
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Microsoft Office
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Relationship Building
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Non-Verbal Communication
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Active Listening
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Self-Awareness
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Persuasive Communication
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Team Building
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Empathy
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Self-Motivation
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Problem Solving

Roles & Responsibilities

At least one year of experience in a call center and banking environment, including knowledge of sales and service preferred.
Strong written and oral communication skills, including the ability to speak and hear to give and receive instructions in person and over the telephone.
Proficient computer skills in a professional environment, including Microsoft programs, Outlook scheduling, and the ability to navigate the internet effectively.
Accurate mathematical calculation abilities.

Requirements:

Relates favorably with members and colleagues in all encounters, conveying information with mutual respect that results in new account relationships and referrals.
Cross-sells additional products and services that meet the member's needs and resolves escalated member issues.
Assists in areas such as Credit Cards and fiduciary accounts (e.g., trust accounts) and other more intricate products and services.
Meets or exceeds goals, including enhanced Member Survey Scores, Productivity, and Quality Assurance Scores on randomly selected and monitored calls.

Orange County's Credit Union

About Orange County's Credit Union

Welcome to Orange County's Credit Union! Originally chartered in 1938, today the Credit Union serves more than 116,000 Members in Orange, Los Angeles, Riverside, and San Bernardino Counties. The Credit Union reports an asset size exceeding $2 billion and employs more than 300 happy Associates. It’s no wonder Orange County’s Credit Union has been recognized as a great place to work and to bank. - 2019, 2016, 2013, & 2008 – Peter Barron Stark Award for Workplace Excellence - 2018 – Credit Union Journal Best Places to Work Award - 2014 & 2010 – OC Register Top Workplace Award Work With Us! Orange County’s Credit Union places a strong emphasis on work/life balance and promotes an environment centered on ethical values. This results in an open and honest atmosphere where Associates are able to leverage their strengths to achieve personal growth and development, both in and outside of the workplace. Become part of Orange County's Credit Union! Check out the exciting opportunities today. For account related inquiries, please visit: https://www.orangecountyscu.org/about-us/contact-us/

Founded: 2018

Company size: 201 - 500

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Job description

Call Center Representative Opportunity at Orange County's Federal Credit Union

Must be willing and able to commute to Santa Ana, CA.

Working remotely may be granted as early as three (3) months of successful performance.

Must be available to work shifts ranging between 7:45am – 7:15pm, Monday – Friday, and two Saturdays per month 8:30am – 2:30pm.

At Orange County’s Federal Credit Union, we don’t just offer banking services, we create meaningful relationships that empower our members and enrich our community. With over 85 years of trust, $2.5+ billion in assets, and 140,000+ members, we’ve built a reputation for excellence—and we’re just getting started.

Our commitment to people, performance, and purpose has earned us the #1 spot in the Orange County Register’s 2025 and 2024 Best Credit Union list, and the voices of our employees have earned us the Peter Barron Stark Award for Workplace Satisfaction. When you join us, you’re not just taking the next step in your career; you’re joining a team that loves where they work.

The successful Call Center Representative has an exuberant demeanor and provides members with general information regarding their accounts, credit union policies, and services through extraordinary Member experiences. By comprehending Member preferences and providing 'trusted advisor' service, you'll match products and services that meet members' financial needs, while building and deepening relationships.

ESSENTIAL FUNCTIONS:

Relates favorably with members and colleagues in all encounters, conveying information and communicating with mutual respect, resulting in new account relationships and referrals. Cross-sells additional products and services that meet the member's needs and resolve escalated member issues.
Assists in areas of Credit Cards, fiduciary accounts such as trust accounts, and more intricate products and services.
Meets/exceeds your goals, including enhanced Member Survey Scores, Productivity, and Quality Assurance Scores on randomly selected and monitored calls. Assists and contributes to achieving individual, branch, and credit union goals and the organization's strategic plan.
Availability for opening and closing shifts Monday – Friday ranging between 7:30am – 7:15pm, and two Saturdays per month 8:30am – 2:30pm.

QUALIFICATIONS:

At least one (1) year of experience in a call center and banking environment, which includes knowledge of sales and service preferred.
Possess the aptitude to exercise self-awareness, self-regulation, motivation, inspiration, empathy, and be service-oriented, utilizing influence in a positive manner
Must be effective in written and oral communication, including the ability to speak and hear to give and receive instructions and information to others in person and over the telephone
Computer knowledge and experience normally expected in professional environments, including Microsoft programs, Outlook scheduling, and the knowledge of how to navigate effectively on the internet
Accurately performs mathematical calculations.

Final offers are based on qualifications, internal equity, and the level of position offered. Below are OCFCU's Call Center job levels with their corresponding hourly pay ranges:

Call Center Rep. I: $19.00 - $20.00 (Requires recent call center experience in any industry)

Call Center Rep. II: $20.50 - $21.00 (Requires recent banking experience)

Call Center Rep. III: $22.00 - $22.50 (Requires call center banking AND consumer lending experience)

Generous benefits include:

Anthem & Delta Care USA Dental – From day one of employment!
Life insurance at no cost to associates.
401(k) – OCCU contributes up to 6% of gross earnings (dollar for dollar).
Vacation hours – 13 days per year
Sick hours – 7 days per year
Annual performance merit increases
Professional and personal development programs, including educational grants up to $1k per year and step progression opportunities.
Annual discretionary bonus
Professional, welcoming, and collaborative work environment focused on achieving goals, recognizing successes, and excelling at member service.

Orange County's Federal Credit Union is an Equal Opportunity Employer. Pre-employment screenings, including background and credit checks, are required.