Contact Center Representative

Job Description

Job Description

Working for Pacific Service Credit Union

We put people first. That includes our members, our employees and the communities we serve. We hire energetic and enthusiastic people who want to work as part of our team.

What’s in it for you? 

Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents. 

401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. All employees are vested at 100% for the employer match beginning the first day of employment.

Bonus program: All employees are rewarded for attaining our annual organizational goals.

Tuition Reimbursement program for employees eligible after six months of service.

Recognition program where employees can be nominated by management, their peers or by members.

Employee referral bonus.

Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.

Employees are eligible to receive a consumer loan rate discount 

Vacation and sick time: Full-time employees receive more than two weeks’ vacation per year, 11 paid holidays and 10 days of sick leave.

Our Hiring Process

We believe it’s important for you to know where you stand in our hiring process. Below is an outline of the steps we take to make the best hires possible.

Apply: Submit your resume for one of our job openings.

Our Talent Team and our partner – Total Quality Consulting (TQC Team) will review your submitted information and will call or email successful applicants for an interview as soon as possible.

In-Person Interview: After a screening call with TQC, we’ll invite a final number of candidates to our office for an in-person interview or set up a live Zoom meeting with the hiring manager(s).

If we believe that you have what it takes, we'll make an offer and provide next steps in the hiring process!

About this Role

At Pacific Service Credit Union, we are committed to strategic growth through trust, innovation, and operational excellence. By empowering our internal teams with the tools and support they need to succeed, we strengthen organizational efficiency, ensure compliance, and advance our mission of enhancing member financial well-being.

The Contact Center Representative I is responsible for serving as the voice and frontline of the Credit Union by delivering exceptional service experiences that reflect Pacific Service Credit Union’s commitment to its members. The role assists members with account maintenance, supports digital banking needs, and responds to inquiries across multiple communication channels. The Contact Center Representative maintains accurate records of member interactions, researches and resolves account issues, prepares and provides information on credit union products and services, and contributes to process improvements. The role collaborates with team members, recommends solutions to strengthen members’ financial well-being, and consistently produces professional, timely, and accurate service outcomes.

This role requires an organized and dependable individual with strong communication skills and the ability to complete tasks accurately and on time. The position supports the team and organization by assisting with day-to-day activities, completing assigned projects, and contributing to efforts that advance organizational goals and uphold core values, while enhancing member/service outcomes.

Essential Job Functions

• Provide exceptional service experiences to members and prospective members through professional, prompt, accurate and engaging interactions over the phone, chat, mail, and other communication channels and technologies.
• Analyze member needs and identify solutions through our robust products and services to strengthen the member’s financial future of those you assist while achieving established goals.
• Deliver excellent service while assisting members and non-members with routine account maintenance inquiries including general inquiries, transaction support, and fraud-related concerns.
• Protect the credit union and members by actively identifying, mitigating, and preventing fraud, account takeover, and identify theft activities.
• Assist members with digital banking needs, providing clear, guided explanations of how to self-serve, and effective navigation of PSCU’s digital banking technologies.
• Build and maintain lasting relationships with members through strong interpersonal skills, effective communication, and trust.
• Maintain a thorough understanding of the credit union’s products and services, and clearly articulate features, requirements, and benefits.
• Understand and comply with all applicable federal and state laws and banking regulations, including those related to Bank Secrecy Act (BSA), OFAC, and anti-money laundering, as well as PSCU’s policies and procedures.
• Identify and recommend opportunities to streamline or improve work processes and environments, as well as embrace the evolving technology and tools used to assist members.
• Perform daily reconciliation and balancing of an individual cash drawer.
• Contribute to company innovation and continuous improvement. Foster a culture of evolution by adapting to changes, optimizing processes, and contributing to the growth and success of the organization.
• Demonstrate accountability in your work by taking ownership of responsibilities, setting clear goals, meeting deadlines, and delivering high-quality results. Act with integrity, follow through on commitments, and uphold professional standards.
• Support and uphold company culture by aligning your work with the credit union’s mission and values, contributing to a positive, high-performing environment.
• Demonstrate dependable performance including attendance and punctuality, recognizing that it is essential to organizational excellence and operational success.
• Comply with all anti-money laundering laws, including the Bank Secrecy Act, OFAC regulations, and the USA PATRIOT Act, as well as all related policies and procedures.

Supporting Functions

• Provide back-up and support to management, as directed.
• Performs special projects and other responsibilities, as directed.

Competencies

The following competencies are essential for success in this role:

Job knowledge: Demonstrates solid job expertise; learns and applies new skills effectively; works with minimal supervision; understands how work impacts others; uses resources efficiently.

Effective communication: Communicates clearly and concisely; tailors messages to audience needs; engages listeners; keeps stakeholders informed.

Problem solving: Identifies issues early; gathers and analyzes information effectively; develops alternatives; resolves problems promptly; contributes productively to group solutions.

Quality of work: Delivers accurate, thorough work; proactively reviews processes; prevents recurring issues; ensures deliverables meet all standards, expectations, and deadlines.

Member focus: Shows courtesy and professionalism; manages difficult situations constructively; meets commitments; responds promptly; seeks feedback to improve service.

Collaboration: Builds strong working relationships; demonstrates tact and professionalism; supports others; works cooperatively; helps resolve conflicts productively.

Execution: Translates strategy into action; pursues goals with focus and urgency; commits the necessary effort; implements plans efficiently and delivers results within required timeframes.

Required Minimum Qualifications 

Education:

• High School diploma or equivalent, required.

Experience: 

• Minimum of one (1) year of customer service experience, required.
• Demonstrated ability to communicate effectively with members and staff in person, over the phone, and in writing, including the ability to navigate and resolve challenging situations with professionalism and empathy.
• Self-motivated, team-oriented individual with a strong commitment to delivering exceptional service in a fast-paced, dynamic environment.
• Excellent oral and written communication skills, required.
• Must be proficient in computer programs (e.g., Microsoft Office Suite).

Preferred Qualifications 

• Prior experience in a credit union or other financial institution.
• Previous experience working in a call center environment.
• Familiarity with Symitar core processing system.
• Bilingual in English and Spanish, strongly preferred.

Physical Requirements 

Hearing: Ability to hear and comprehend spoken communication in person and over the phone.

Vision: Ability to view computer screens and read documentation with clarity and accuracy.

Verbal Communication: Ability to speak clearly and effectively to interact with colleagues and/or members. Frequent use of telephone headset may be required.

Manual Dexterity: Proficient use of hands and fingers for typing, operating office equipment, and handling documents.

Posture and Endurance: Ability to sit or stand at a workstation for extended periods; adjustable sit/stand desk options may be available to support comfort.

Mobility: Ability to move within the office environment to attend meetings or assist colleagues, as needed.

Other Information 

Hours Required:  The position operates between 8:00 a.m. and 6:00 p.m., with multiple schedule options available, including 8:00 a.m.–5:00 p.m., 8:30 a.m.–5:30 p.m., and 9:00 a.m.–6:00 p.m. This position is eligible for the telecommute policy. 

Travel Requirements:  Less than 5% local travel, required. Limited travel during the work schedule, primarily for training, meetings, or special projects. 

Salary Range:

Contact Center Representative I: $19.47 - $24.03

Contact Center Representative II: $21.39 - $26.40