Call Center Representative -IV On-site Yuba,CA Job Yuba City California USA,Customer Service/HelpDesk

Position: Call Center Representative I-IV - (On-site Yuba City, CA)

Description

Takes a team role in the department to maintain a positive working environment and provides exceptional member service experience while minimizing losses and errors. Use judgment and knowledge based on training to interpret policies and procedures.

Essential Functions

Working time is spent as follows:

90% of total working time is spent on the phone using the following equipment:
Headset, Computer, Printer.
10% of total working time is spent:
Researching member questions, Preparing and mailing member correspondence.

Maintains a high standard of member service in the department and takes ownership of work.

Maintains a high level of productivity in the department.

Practices proactive cross-selling.

Be knowledgeable in Sierra Central Product and Services.

Be knowledgeable and adheres to policies, procedures and security controls.

Processes member requests and makes adjustments to accounts when necessary.

Engage in ongoing training.

Contribute to regularly scheduled department meetings and team efficiency.

Utilize tact and experience-based knowledge to resolve member complaints and explain specific policies and procedures.

Practice proper security and processing controls for negotiable items.

Responsible for timely processing of mail, email action requests and inter-office courier bags.

Ensure that all mailed information is complete and in accordance with established policies and procedures while proper records are accurately maintained.

Actively listen to member requests or concerns and provide solutions.

Must handle a minimum of 75 calls per day, with an average “wrap-up” time of 45 seconds or less.

Adhere to the Call Evaluation form at a 90% or better score.

Must be able to adhere to a flexible schedule, including nights and weekends.

Perform other duties as assigned by supervisor.

Requirements Required

Skills and Abilities

Skilled at professional communication both verbal and written at all times.

Ability to work well under pressure with high call volumes.

Must demonstrate proficiency in all current Call Center programs, such as but not limited to:

DNA or current Core System
Talk Desk or current Phone System
Chat On-Line
Visa On-Line
Zelle
Payment by phone portal
Architect
Card Valet
Mobile Banking
Client Central
Experian
Paylocity

Excellent telephone etiquette.

Professional communication skills both verbal and written.

Accuracy with numbers.

Detail-orientated.

Proven ability to work effectively and cooperatively with public and co-workers.

Education and Experience

High school diploma or equivalent.

Has successfully completed requirements of Call Center Representative I.

Physical Requirements and Work Environment

Prolonged periods of sitting at a desk and working on a computer – 7 to 8 hours per day.

Light lifting, carrying, pushing and/or pulling objects up to 25 lbs.

Intermittent walking and bending.

General office environment: works generally at a desk in a well-lit, air-conditioned cubicle/office, with moderate noise levels.

Work Location

This is an on-site position at our Corporate Headquarters in Yuba City, CA
. Remote work not available.

Compensation Range

The company anticipates offering an hourly range between $20.09 and $28.75 for this position at the time of hire. This range includes base salary (or hourly wages) and does not include possible overtime for non-exempt employees or any applicable performance-based incentives or commissions.

Annual Merit Increase

Employees are eligible for a discretionary yearly merit-based salary adjustment, based on individual performance and company results.

Comprehensive Benefits Package

We provide a robust benefits package designed to support your health, financial security, and work‑life balance including:

Medical, Dental & Vision Insurance options
Voluntary Lines including hospital indemnity, accident, and critical illness policies
Company Paid HRA (with enrollment in certain health plans)
Company Paid Basic Term Life Insurance
- Coverage at 2× annual base salary, up to a maximum of $500,000 for full-time employees
- $25,000 for part-time employees
Company Paid Long-Term Disability Insurance for Full-Time Employees
Company Paid Telehealth Services Membership (Teladoc)
Company Paid Employee Assistance Program (EAP)
401(k) Retirement Plan
- Employer-funded safe harbor contribution of 3% of employee's eligible earnings
- Discretionary employer match on employee contributions
Flexible Spending Accounts
- HSA
- Medical FSA
- Dependent Care FSA
- Limited Purpose FSA
Paid Time Off
- Vacation accruals based on status and tenure within company
- 12 sick days accrued annually for full-time employees
- 1 hour for every 30 hours worked for part-time employees
- 11 paid holidays (eligible after 90 days of employment)
Travel Expense Reimbursement
- All necessary and work‑related travel expenses will be reimbursed in accordance with company policy

The preceding list of duties does not include all tasks and responsibilities that may be required with this position. Additional tasks may be assigned, as departmental and operational needs require.

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Call Center Representative -IV On-site Yuba , CA