Call Center Representative II

Contact Center Representative II

Turn Questions Into Solutions. And Conversations Into Relationships.

$20.00–$25.00/hour | Full-Time | In-Office Training + Potential Hybrid Flexibility

At Chief Financial Credit Union, our Contact Center is about more than answering phones.
It’s about being there when our members need us.

A member may call with a quick question. Or they may need help navigating an account issue, understanding a loan, solving a problem with a digital service, or figuring out what financial solution makes the most sense for them.

That’s where you come in.

As a Contact Center Representative II
, you’ll use your experience and financial knowledge to handle more complex member needs, solve problems independently, and create the kind of experience that builds trust and keeps members coming back to Chief.

We’re looking for an experienced financial-service professional who can balance great service with sound judgment
, navigate multiple systems and priorities with confidence, and recognize opportunities to connect members with products and services that can make their financial lives better.

This position is classified as an in-office role. We believe being together during training is important to learning our systems, understanding our culture, and building strong connections with your team. Once fully trained and consistently meeting performance expectations, employees may have the opportunity to work remotely 1–2 days per week, based on department and business needs. Remote work is not guaranteed and may vary over time.

We know your benefits matter, too. Chief Financial Credit Union offers a competitive benefits package designed to support you and your family, including:

• Medical insurance — Blue Cross Blue Shield PPO and BCN HMO options with a $500 deductible

• Employer contribution toward medical, dental, and vision premiums

• Insurance waiver rebate for eligible employees who do not need medical coverage through Chief

• 401(k) employer contribution

• $50,000 in employer-paid life insurance

• Employer-paid Short-Term Disability (STD) and Long-Term Disability (LTD) coverage

• Paid holidays

• Generous vacation and PTO

• Tuition reimbursement program after one year of employment (qualifying terms apply)

In this role, you’ll be trusted to handle more complex member needs with confidence and independence. You will:

• Serve members across phone and digital channels, helping with everything from everyday questions to more complex account and servicing needs.

• Independently resolve member concerns, escalated service issues, and advanced transactions whenever possible.

• Perform advanced account and loan maintenance, e-Services processing, card servicing, and other member-requested transactions within your authority.

• Assist members with consumer loan questions, website inquiries, and digital loan requests.

• Listen beyond the initial question to understand what the member really needs and recommend appropriate products, services, loans, or digital solutions.

• Help turn difficult situations around through thoughtful problem-solving and service recovery.

• Protect member accounts and information by following verification, security, fraud-prevention, and internal-control procedures.

• Maintain accurate and timely documentation of member interactions, transactions, maintenance, and follow-up.

• Work efficiently across multiple systems and service queues while maintaining a high level of accuracy and member service.

• Share your knowledge with teammates and help reinforce consistent, high-quality service across the Contact Center.

• Identify recurring member issues and opportunities to improve processes or the overall member experience.

You understand that great Contact Center service isn't about getting through a call as quickly as possible.
It's about getting the member to the right solution.

You ask good questions. You listen. You can explain financial information in a way that makes sense. You’re comfortable solving problems independently, but you also have the judgment to recognize when something needs to be escalated.

And when you see…