Mbr Contact Center Rep II

Job Description

Job Description

For almost 90 years, Financial Partners Credit Union has provided banking services to Californians . With generally lower loan rates, higher savings rates, and lower fees than the big banks, we emphasize value while delivering the highest levels of service to our members.

Since our humble beginnings, we're over $2.2 billion in assets, with 93,000 members, and branches across California, from South San Francisco to San Diego. But one thing hasn’t changed since eight aviation workers pooled $900 in 1937 to launch Financial Partners: our focus on saving money, making money, and saving time for our members.

About the Role:

The Member Contact Center Representative II plays a critical role in delivering exceptional customer service to members by addressing inquiries, resolving issues, and providing accurate information about products and services in a call center environment. This position requires a deep understanding of company policies and procedures to effectively assist members and ensure their satisfaction. The representative will handle complex member interactions, escalating issues when necessary, and collaborating with other departments to facilitate timely resolutions. Success in this role contributes directly to member retention and the overall reputation of the organization. The role demands strong communication skills, empathy, and the ability to manage multiple tasks efficiently in a fast-paced environment.

Minimum Qualifications:

• High school diploma or equivalent.
• Minimum of 2 years' experience in a contact center role.
• Proficient in using computer systems and customer relationship management (CRM) software.
• Strong verbal and written communication skills.
• Ability to handle multiple tasks and maintain composure under pressure.

Preferred Qualifications:

• Associate’s degree or higher in a related field.
• Experience in the financial services industry.
• Familiarity with call center performance metrics and quality standards.
• Bilingual abilities, especially in Spanish.
• Certification in customer service or contact center operations.

Responsibilities:

• Respond promptly and professionally to member inquiries via phone, email, or chat, ensuring a positive member experience.
• Resolve member issues by identifying problems, researching answers, and providing appropriate solutions or escalating when necessary.
• Maintain accurate and detailed records of member interactions, transactions, comments, and complaints in the customer relationship management system.
• Stay informed about company products, services, policies, and procedures to provide accurate information and guidance to members.
• Collaborate with internal teams to address member concerns and improve service delivery processes.

Skills:

The required skills such as effective communication and problem-solving are essential for understanding member needs and delivering clear, concise information. Proficiency with CRM software enables the representative to document interactions accurately and retrieve member information quickly, enhancing service efficiency. Time management and multitasking skills are used daily to handle high call volumes while maintaining quality service. Preferred skills like bilingualism expand the representative’s ability to assist a diverse member base, improving accessibility and satisfaction. Knowledge of industry-specific regulations and standards helps ensure compliance and builds member trust.