Call Center Representative

Job Description

Member Support Representative | Chevron Federal Credit Union

The Tone:
This is an entry-level role at Chevron Federal Credit Union, a top-run and one of the largest credit unions in the country, managing $5 billion in assets. Despite its size, the company fosters a non-stuffy corporate culture emphasizing work-life balance, mutual respect, diversity, and providing a voice for every employee, supported by fun activities from the Team Spirit Committee. This role is crucial for delivering excellent member experiences by responding to inquiries accurately and professionally, deepening relationships, and building trust one member at a time. The Member Support Representative plays a vital role in exemplifying the Credit Union’s values and providing positive solutions to members.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Varied by geographical zone (see Salary and Benefits section for details)
• Pay: $31464–$53251 hourly
• Team: Reports to Call Center Manager
• Mission: Delivering excellent member experiences and deepening relationships by providing positive solutions to inquiries.
• Tech Stack: Outlook, Word, Excel, Zoom, DocuSign, Customer Relationship Management (CRM) system, database, document storage systems, Knowledgebase, Intranet

What You’ll Actually Do
• Member Support: Answer calls and provide information to members and potential members regarding Credit Union membership, products, services, and other pertinent information.
• Transaction Processing: Process basic non-cash financial transactions, such as share and loan transfers, payments, advances, fee reversals, and check disbursements, as well as account maintenance requests.
• Digital Banking Assistance: Handle internet and mobile banking requests, including password changes, multi-layer authentication adjustments, and bill payment inquiries.
• Relationship Building: Generate member interest in Credit Union products and services, making appropriate referrals to deepen member relationships.
• Issue Resolution & Documentation: Research information to resolve member requests and concerns, escalating issues in a timely manner, and accurately documenting all interactions in the Customer Relationship Management system.

The Must-Haves
• Background: Entry-level position, High school diploma, GED or equivalent.
• Experience: 1 to 2 years’ Call Center, Teller, or Retail experience required.
• Skills:
• Ability to write effectively and speak clearly, tactfully, and effectively in English using correct spelling and grammar, appropriately applying empathy, courtesy, and professionalism.
• Ability to actively listen to fully capture needs and match a sense of urgency.
• Basic math skills, including the ability to compute rates, ratios, and percentages using a 10-key.
• Proficiency in basic applications within a Windows-based environment, including Outlook, Word, Excel, and Zoom, along with moderate keyboard skills at 40 wpm.
• Familiarity with Customer Relationship Management (CRM), database, and document storage systems.