Valley Strong Credit Union · 1 day ago
Contact Center Officer I
Admin, Bakersfield, CA, US
Full-time
Onsite
New Grad, Entry Level
$21.35/hr - $28.17/hr
0+ years expValley Strong Credit Union is a values-driven organization dedicated to helping people and communities prosper. The Contact Center Officer I provides significant Member impact by ensuring excellent Member service and possessing thorough knowledge of financial services, account management, and credit union policies and procedures.
BankingFinancial ServicesNon Profit
Responsibilities
Handling incoming calls, emails, and chats from credit union Members in a professional and efficient manner
Accurately processes financial transactions including but not limited to; withdrawals, transfers, payments, ACH, check stop payments and general ledger entries
Acting as a Member advocate, being ever conscious of the value of the Member and membership, using a flexible and open-minded approach and gaining approval for any decisions outside of authorization limits
Documenting Member interactions and transactions accurately in the credit union's customer relationship management (CRM) system
Possesses excellent verbal and written communication skills with professional phone etiquette
Knowledgeable in all tools, delivery channels, products, services, fees, and policies to provide accurate and relevant information to Members
Utilizing sales techniques to deepen Member relationships, offer appropriate solutions and cross-sell credit union products and services while processing transactions
Resolving Member complaints, concerns, and issues promptly, and escalating complex cases to the appropriate department or leader
Meeting or exceeding individual and team performance targets including call quality, Member satisfaction, handle time, and productivity metrics
Using relevant information to better understand problems and opportunities
Implements decisions or initiates action with appropriate urgency
Providing coverage in all assigned areas of Contact Center where service or assistance is needed, including but not limited to Contact Center Member services, web chat, texting solution, Contact Center request and must answer line
Following established scripts and guidelines to ensure consistent and professional communication with Members
Embracing change as opportunities above obstacles, treating all new situations as opportunities for learning or growth
Collaborating with other credit union departments to resolve Member issues and provide seamless service
Taking action that goes beyond current job requirements, challenges the status quo to achieve results, and effectively demonstrates a mindset of continuous learning and development
Aids with document imaging including scanning of Member information, account documentation and uploading documents from a centralized location to the imaging system
Ability to multitask and work in a fast-paced environment while maintaining attention to detail
Continuously improving knowledge by using learning initiatives through the organizations training and learning center
Demonstrating a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
Performs other duties as assigned
Qualification
Required
High School or GED or equivalent; additional education in finance, business, or related experience a plus
0 years of previous experience in a customer/Member service role, preferably in a financial institution or Contact Center environment
Ability to read and comprehend instructions, short correspondence, and memos
Ability to write simple correspondence
Ability to effectively present information in one-on-one and small group situations to Members and other Team Members at the organization
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute dividends and interest
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written or oral form
The Team Member occasionally must lift and/or move up to 10 pounds
Ability to stand for long periods of time
Must be able to process transactions in an efficient manner
Must be able to communicate policies and procedures to Members in an easily understood and professional manner
Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) laws and regulations, as they pertain to federal guidelines and internal policies and procedures
Company
Valley Strong Credit Union
Valley Strong Credit Union is a non-profit organization that offers financial, mortgage, loans, personal and business banking solutions.
501-1000 employees
H1B Sponsorship
Valley Strong Credit Union has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (2)
2023 (1)
Funding
Current Stage
Late StageLeadership Team
Nicholas Ambrosini
Chief Executive Officer
Recent News
2026-01-14
The Business Journal
2025-08-27
The Business Journal
2025-08-20
Company data provided by crunchbase