Call Center Specialist ; South Bay Call Center

Position Summary

The position of Call Center Specialist I is established to provide prompt, professional and accurate information as well as to cross‑sell credit union products and services to existing members. This role meets member needs and increases member satisfaction via telephone. The specialist actively participates in the promotion of credit union products and services to existing and potential members and maintains quality service standards set by the organization.

• High school diploma or equivalent.
• Effective human relations and communication skills.
• Minimum 6 months of recent customer service experience.
• Professional appearance and demeanor.
• PC literate, including standard Microsoft Office applications.
• Symitar experience preferred.
• Financial institution experience preferred.

• Promptly answer all incoming calls politely and determine the nature of the caller’s business.
• Assist members in conducting routine transactions by telephone using the Symitar computer system.
• Determine membership eligibility, quote savings rates and open new accounts by telephone and mail; follow up on incomplete documentation.
• Assist members with problems and questions requiring research and resolution.
• Perform file maintenance and follow‑up procedures, including online data changes.
• Actively cross‑sell products and services to members and track according to credit union rules and procedures.
• Prepare member correspondence with Supervisor approval.
• Provide technical support and basic loan and IRA product information.
• Participate in credit union and department sprints and initiatives.
• Follow established policies and procedures, including proper authentication and verification.
• Participate in AML/BSA compliance training, adhere to policies, and perform related tasks such as CTR rules and OFAC comparisons.

• Assist members with general questions about online products and services.
• Act as secondary support for Live Chat as needed.
• Perform audit functions, balance department totals, or other support as assigned.
• Provide guidance and training to other employees.
• Perform other duties as assigned.

Regularly required to talk and hear, reach with hands and arms, use hands to manipulate objects, keyboard for 75% or more of the day, and occasionally lift up to 25 pounds. Vision requirements include close, distance, color, peripheral, and depth perception. The noise level is usually moderate. Reasonable accommodations may be made for individuals with disabilities.

Schedule
Monday–Thursday: 8:30 am–5:15 pm, 45‑minute lunch
Friday: 9:15 am–6:00 pm, 45‑minute lunch
Saturday: 8:30 am–5:00 pm, 30‑minute lunch (rotating)
During the first 6–8 weeks of employment, training schedule is Monday–Friday 8:00 am–5:00 pm, 1‑hour lunch; thereafter the schedule reverts to the posted times and may change based on business need.
Full time – 40 hours a week.