Customer Support Representative - Inbound Call Center (FULL TIME ONSITE)

Our Contact Center, based in Rocklin, California, is looking for engaged and independent professionals to help our members achieve their financial goals. As a Contact Center Representative, you will be part of a supportive team that thrives in a fast-paced environment. The Contact Center Representative is focused on serving our members over the phone with a variety of banking needs, including account inquiries, loan support, and cross-selling credit union products and services to help members reach their financial goals.

At First Tech, we place a high priority on setting our employees up for success and continuously re-evaluating the employee experience to ensure a positive work environment. As a new Contact Center Representative, you will participate in a comprehensive 6-week training and orientation at our Rocklin location lead by our dedicated Call Center Training team. Our Contact Center leadership team is committed to providing each employee tailored support to meet their individual growth and development.

Here's what you can expect from the job and what you need to be successful:

Job Duties

• Support inbound member calls and perform member financial transactions in English - Spanish Speaking skill set a plus!
• Identify and offer the best products and services to meet the member’s financial needs, including partner services such as insurance, investments and mortgage
• Assist with members’ digital inquiries (mobile and online banking), engaging with eSupport or Helpdesk as appropriate
• Meet quarterly call efficiency metrics and service objectives
• Actively evaluate the member interaction to determine satisfaction level, de-escalating / troubleshooting or escalating as appropriate to address each member’s unique needs
• Partner with back office and support teams to facilitate offering of products and services and ensure member needs are being met
• Participate in training and utilize available resources to maintain in depth current knowledge of all current credit union products and services
• Proactively engage appropriate team member(s) or leaders for issue resolution and ongoing training support

Essential Skills

• Minimum 1 year of previous experience in a fast paced customer service role required; previous experience in a call center and/or sales role preferred
• Excellent verbal and written communication skills with a focus on empathy and professionalism
• Aptitude for learning a variety of computer systems and using technology to solve member issues
• Excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections
• Demonstrated effective time management skills with the ability to work independently and in a collaborative team environment
• Ability to work in fast-paced environment and meet deadlines without sacrificing member service
• Strong critical thinking and decision-making skills with attention to detail
• Intermediate level experience with Microsoft Office suite, including Word, Outlook, and Excel required
• Education: High school diploma or equivalent; proficiency in basic mathematics

Location: Rocklin Corporate Location, Rocklin, CA 95765. The Contact Center team works on-site, but during the COVID pandemic we are adhering to CDC guidelines and taking every precaution to ensure the safety of our employees through social distancing and on-site virtual training.

Schedule:40 hours per week Monday-Friday; various shifts available starting at 6:00am and ending at 6:30pm to support a work/life balance

Target Compensation in Rocklin, CA: $19.71-23.56 per hour + quarterly incentive
**Base pay starts at $20.80

Benefits options include

• • Traditional medical, dental, and vision coverage
  • 401K matching up to 5% per pay period
  • Accrue up to 17 days of Paid Time Off your first year of employment
  • 11 paid federal holidays
  • Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

What makes First Tech different? Click here to learn more!