Travis Credit Union · 5 months ago
Contact Center Representative
Vacaville, California
Full-time
Onsite
Entry Level
$19.41/hr - $23.97/hr
2+ years expTravis Credit Union is a financial institution seeking a Contact Center Representative to manage member service inquiries through various channels. The role focuses on providing exceptional customer support, promoting products and services, and resolving account inquiries in a high-volume environment.
CommunitiesInternet
Responsibilities
Provides world-class customer support through all member support channels with a focus on first-contact-resolution and problem solving for account inquiries
Identify opportunities to deepen the member relationship by promoting and educating members around new products and services based on the member contact reason
Based on experience, manages product/service inquiries of a more complex nature, i.e. Certificates, Individual Retirement Accounts, etc
Follows up on member inquiries that are not immediately resolved
Follows proper Contact Center policies and procedures when handling different topics
Suggests improvements and changes to processes and policies to improve productivity and members’ experience
Uses proven decision-making skills when handling exceptions to policies or procedures within assigned authority
Properly identifies, researches and resolves issues using multiple software applications
Participates in ongoing training programs and maintains up-to-date information and working knowledge of all Credit Union products, services and promotions
Coach, mentor, or train less senior representatives, as needed
Qualification
Required
Bilingual in Spanish/English required
Varying Shifts: Monday-Friday between the hours of 8:00am-7:15pm, Saturdays are required 8:45am-5:15pm Day off TBD
40 hours/ week
100% Onsite at TCU Headquarters in Vacaville, Ca. No Remote or Hybrid available
Passionate about helping people, and able to learn quickly and acquire the knowledge to assist members accurately
Must be detail-oriented with above average active listening skills
Proficient in MS Office products (Word, Excel, Outlook)
Strong interpersonal and professional written and verbal communication skills to handle inquiries and issues with tact and diplomacy
Ability to interact with diverse groups of people and be a team player
Ability to work in a fast-paced, team-oriented environment. Efficiently organize work priorities and accurately complete multiple tasks within strict timeframes with minimal supervision
Ability to navigate multiple interdependent systems and tools
Highly skilled at researching and effectively resolving issues in a timely manner
HS Diploma or equivalent
Levels: Associate Contact Center Representative: Minimum 1 year credit union/banking customer service experience and/or inbound call center experience
Contact Center Representative: Minimum 2 years credit union/banking customer service experience and/or inbound call center experience
Sr. Contact Center Representative: Minimum 3 years credit union/banking customer service experience and/or inbound call center experience
Benefits
Competitive medical, dental, and vision insurance
Mental health offerings
Employee performance incentive plan
Merit increases
401(k) program with immediately vested employer match
Generous holiday and vacation policy
Extensive TCU specific perks like employee loan and credit card discounts
Company
Travis Credit Union
Travis Credit Union (TCU) was founded on the principle of People Helping People.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Community Development Financial Institutions Fund
2023-04-10Grant
Leadership Team
Chris Germann
Managing Director, Payment Services
Recent News
Travis Credit Union
2025-11-20
Travis Credit Union
2025-10-09
Travis Credit Union
2025-08-07
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