Call Center Service Representative (Phone Banker)

Job Description

Job Description

Build Relationships. Build Futures. Build Your Career.

Remote work schedule maybe considered after training and thirty days 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 (OCFCU), banking is personal—always has been. For more than 85 years, we’ve helped our members reach life’s milestones by building real relationships, not pushing transactions. With $3+ billion in assets and 145,000+ members, we’re proud of where we’ve come from—and excited about where we’re going next.

Our people-first philosophy isn’t just a tagline. It’s why we’ve been named #1 Credit Union by the Orange County Register for several years and most recently 2024 & 2025! We’re also honored with workplace satisfaction—driven directly by employee voices.

When you join OCFCU, you’re joining a workplace where people genuinely enjoy coming to work and feel empowered to do meaningful, impactful work every day.

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:

• Call center or banking experience to include knowledge of sales and service etiquette.
• 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.
• Must live within 50-miles of our headquarters office in Santa Ana, CA and be willing and able to commute into the office, five days per week, during the training and initial 30 days.

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:

• Level I-II requires call center service in any industry or bank teller experience: $20.00 - $22.50
• Level III requires call center service experience within the financial industry: $23.00 - $27.00

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, rolls over year-to-year and increases with tenure.
• Sick hours – 7 days per year
• Paid Holidays
• 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.