Call Center Representative I & II

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.

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