Contact Center Representative

Respect. Integrity. Ethics. Compassion. Humor. At our Credit Union these five core values arent just words on a wall, they are our daily way of life. Our purpose is to build local loyalty; connect to community and make life easier for those we serve. To accomplish this, we hire team members who demonstrate a strong desire to serve others, who embrace change, who are eager to learn, and who enjoy a good laugh. At Central Willamette Credit Union we are laser-focused on building a stronger financial future for each of our members and were particularly passionate about making the communities of the Willamette Valley even better places to live, work and play. We do this by training our sales and service team members to become Financial Advocates who work tirelessly to improve our members financial lives. And we dont stop there. We are fanatical supporters of the non-profit organizations that create the fabric of the communities we call home. POSITION PURPOSE To serve as the first point of contact for our members by answering incoming calls, actively listening to understand needs, and working toward first call resolution whenever possible. This role delivers consistently excellent member experience by providing accurate, timely service; communicating clearly and professionally; using sound judgment and available resources to determine next steps; and collaborating with internal teams when transfer or escalation is needed. The Contact Center Representative is expected to learn and apply policies, procedures, and tools consistently, seek opportunities to improve workflows, and advocate for solutions that benefit members and internal partners. Benefits Package: This role offers a comprehensive benefits package that includes: Vacation:2 weeks (Year 1), 3 weeks (Year 2), 4 weeks (Year 3+)Holidays:10 paid holidays/yearSick Time:5 paid sick days/yearInsurance:Medical, dental & vision (effective 1st of the month after hire)Incentives:Monthly incentives + semi-annual incentive up to2.5%each period (5% annually) based on organizational goals401(k):Eligible after 6 months; CWCU match100% of first 3%+50% of next 2% (of gross salary) Essential Functions & Responsibilities Member Service & Transactions (90%) Handle incoming phone calls with professionalism, patience, and a member-first approach; build rapport quickly and maintain a calm, respectful tone in all situations.Ask effective questions and actively listen to identify the true need; anticipate next steps and offer clear, collaborative solutions that make life easier for the member.Strive for first-call resolution by using available tools, knowledge, and resources; follow through to completion and ensure members understand outcomes and expectations.Direct members to appropriate staff when needed, ensuring warm handoffs and clear documentation to keep the member experience seamless.Process routine transactions accurately and efficiently, including loan payments, withdrawals, transfers, check orders, and other clerical tasks; maintain attention to detail and protect member information.Manage account-related requests with consistent application of policies and sound decision-making, including blocking/reordering plastic cards, stop payments, closing loans when appropriate, and handling disputes.Research and resolve member concerns, complaints, and technology issues by evaluating options, selecting appropriate solutions, and escalating when necessary.Assist with online banking and account inquiries by explaining steps clearly, confirming understanding, and helping members feel confident using digital tools.Educate members on Credit Union products and services, including Wealth Management Services, and provide referrals for financial solutions aligned with member needs.Identify opportunities to enhance the member experience by sharing first-hand member feedback and trends with leadership or partners; recommend improvements to products, services, or processes. Compliance, Training & Collaboration (10%) Maintain up-to-date knowledge of Credit Union policies, regulatory requirements, and security measures; apply them consistently and seek guidance when appropriate.Demonstrate learning agility by participating in ongoing training, applying new knowledge quickly, and using feedback to improve performance.Collaborate with team members and internal departments to solve problems, reduce member friction, and support team success; contribute to a positive culture aligned with CWCU values.Look for opportunities to optimize efficiency and enhance workflows; use systems and tools consistently and responsibly.Perform additional duties as required, prioritizing effectively while maintaining quality, accuracy, and professionalism. Education & Experience Requirements High school diploma or equivalent.Minimum of 1 year of customer service experience required; financial institution experience preferred.Experience with a multi-line telephone system desirable.Basic computer skills required to complete tasks outlined in the Essential Functions & Responsibilities. Apply today and help us build local loyalty, connect to community, and make life easier for the members we serve. Salary $19.12-$23.90