Mbr Contact Center Rep II

About Company:

For almost 90 years, Financial Partners Credit Union has provided banking services to Californians. With generally lower loan rates, higher savings rates, and lower fees than the big banks, we emphasize value while delivering the highest levels of service to our members.

What makes us different from a bank? Part of it is our not-for-profit, cooperative structure. Financial Partners is owned by our members, not Wall Street, so we’re committed to doing what’s best for you, rather than the bottom line.

At the same time, we truly believe that focusing on service and member satisfaction is the right thing to do. Our members aren’t just figures on a balance sheet—our mission is to build lifetime financial partnerships.

Since our humble beginnings, we're over $2.2 billion in assets, with 93,000 members, and branches across California, from South San Francisco to San Diego. But one thing hasn’t changed since eight aviation workers pooled $900 in 1937 to launch Financial Partners: our focus on saving money, making money, and saving time for our members.

About the Role:

The Member Contact Center Representative II plays a critical role in delivering exceptional customer service to members by addressing inquiries, resolving issues, and providing accurate information about products and services. This position requires a deep understanding of company policies and procedures to effectively assist members while maintaining a positive and professional demeanor. The representative will serve as a primary point of contact, ensuring member satisfaction through timely and empathetic communication. Additionally, this role involves collaborating with internal teams to escalate and resolve complex concerns, contributing to continuous improvement in service delivery. Ultimately, the Member Contact Center Representative II helps foster strong member relationships that support retention and loyalty.

Minimum Qualifications:

• High school diploma or equivalent.
• Minimum of 2 years experience in a customer service or contact center role.
• Proficiency with computer systems and CRM software.
• Strong verbal and written communication skills.
• Ability to handle multiple tasks and maintain composure in a fast-paced environment.

Preferred Qualifications:

• Associate’s degree or higher in a related field.
• Experience in the financial services or healthcare industry.
• Familiarity with call center performance metrics and quality standards.
• Bilingual abilities, especially in Spanish or other commonly spoken languages in the United States.
• Certification in customer service or contact center operations.

Responsibilities:

• Respond promptly and professionally to inbound member calls, emails, and chats, providing accurate information and solutions.
• Identify member needs and guide them through available products, services, and processes to enhance their experience.
• Document all member interactions thoroughly in the customer relationship management (CRM) system.
• Escalate complex or unresolved issues to appropriate departments while maintaining ownership of the member’s experience.
• Stay current with company policies, procedures, and product updates to ensure compliance and accurate communication.
• Participate in ongoing training and development to improve service skills and product knowledge.
• Collaborate with team members and supervisors to share best practices and contribute to a positive work environment.

Skills:

The required skills such as effective communication and computer proficiency are essential for managing member interactions and accurately documenting information in the CRM system. Problem-solving skills enable the representative to address member concerns efficiently and escalate issues appropriately when necessary. Time management and multitasking skills are critical to handle a high volume of inquiries while maintaining quality service. Preferred skills like bilingual communication enhance the ability to serve a diverse member base, improving accessibility and satisfaction. Additionally, knowledge of industry-specific regulations and call center metrics supports compliance and continuous performance improvement in daily operations.