Orange County's Federal Credit Union is a well-established institution with over 85 years of trust and a commitment to providing excellent member service. The Call Center Representative will engage with members to provide information about accounts and services, cross-sell products, and enhance member satisfaction through effective communication and relationship building.
Responsibilities
- 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
Skills
- 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
Benefits
- 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.
Company Overview
- Orange County's Credit Union is a banking & financial services firm offering loans,insurance and related services. It was founded in 1938, and is headquartered in Santa Ana, California, USA, with a workforce of 201-500 employees. Its website is https://www.orangecountyscu.org/.