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My Community Credit Union · 1 week ago

Call Center Representative I

Midland, TX

Full-time

Onsite

New Grad, Entry Level

$16/hr - $18/hr

0+ years exp

My Community Credit Union is dedicated to providing exceptional service to its members. The Call Center Representative I role focuses on delivering first-call resolutions to members by assisting with inquiries, transactions, and providing knowledgeable support for credit union products and services.

BankingFinancial ServicesNon Profit

Responsibilities

Assists members with telephone requests regarding Member Service; including but not limited to answering questions about products, services, and accounts

Accurately maintaining confidential member account information on computer systems. Completing transactions per member request, such as transfers, stop payment, wire requests, loan payments, closing accounts

Provides a superior member experience by actively listening, reviewing, and assessing the needs of the member in each interaction

Identifies cross-sell opportunities by successfully presenting and placing appropriate products and/or services that meet the member’s needs

Actively guides members through troubleshooting and/or navigating the website or other services available

Addresses and resolves member concerns (referring issues that are beyond their authority to the Call Center Manager)

Directs incoming calls to the appropriate employee/department

Completes daily items such as Online Banking registrations or resets, adding Travel Notices, setting up and/or maintaining automatic/recurring loan payments, setting up/reviewing Bill Pay, ordering checks, entering loan applications, scanning, and filing documents properly

Assists members with loan requests

Conducts loan interviews, gathers, and documents pertinent data necessary for underwriting

Cross-sells appropriate loan related products

Qualification

Tech-savvyExceptional communication skillsCustomer-focused mindsetProduct knowledgeDetail-orientedOrganizationMulti-taskingEffective communicationFlexibilityCalm under pressure

Required

Exceptional communication skills – able to actively listen, clearly explain products and services, and resolve issues with professionalism and empathy

Customer-focused mindset – dedicated to providing a positive member experience through first-call resolution and proactive problem-solving

Detail-oriented and accurate – ensures all member information and transactions are handled with precision and confidentiality

Tech-savvy and resourceful – comfortable troubleshooting digital services (e.g., online banking, bill pay) and guiding members through technical processes

Product knowledge and sales awareness – confidently identifies and presents credit union products that meet members' needs, supporting cross-sell efforts

Six months to two years of similar or related experience

Graduation from an accredited senior high school or equivalent or GED

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact

Must have effective communication skills

Knowledge retention; attention to detail; organization; flexibility; friendly; calm under pressure; speed; creativity; multi-tasking

10-key calculator, typewriter, and keyboard skills