Pacific Service Credit Union · 17 hours ago
Contact Center Representative I
Concord, CA, US
Full-time
Hybrid
Entry Level
$19.47/hr - $24.03/hr
1+ years expPacific Service Credit Union is committed to strategic growth through trust, innovation, and operational excellence. The Contact Center Representative I is responsible for delivering exceptional service experiences to members, assisting with account maintenance, and supporting digital banking needs while maintaining accurate records and collaborating with team members.
BankingCreditFinancial Services
Responsibilities
Provide exceptional service experiences to members and prospective members through professional, prompt, accurate and engaging interactions over the phone, chat, mail, and other communication channels and technologies
Analyze member needs and identify solutions through our robust products and services to strengthen the member’s financial future of those you assist while achieving established goals
Deliver excellent service while assisting members and non-members with routine account maintenance inquiries including general inquiries, transaction support, and fraud-related concerns
Protect the credit union and members by actively identifying, mitigating, and preventing fraud, account takeover, and identify theft activities
Assist members with digital banking needs, providing clear, guided explanations of how to self-serve, and effective navigation of PSCU’s digital banking technologies
Build and maintain lasting relationships with members through strong interpersonal skills, effective communication, and trust
Maintain a thorough understanding of the credit union’s products and services, and clearly articulate features, requirements, and benefits
Understand and comply with all applicable federal and state laws and banking regulations, including those related to Bank Secrecy Act (BSA), OFAC, and anti-money laundering, as well as PSCU’s policies and procedures
Identify and recommend opportunities to streamline or improve work processes and environments, as well as embrace the evolving technology and tools used to assist members
Perform daily reconciliation and balancing of an individual cash drawer
Contribute to company innovation and continuous improvement. Foster a culture of evolution by adapting to changes, optimizing processes, and contributing to the growth and success of the organization
Demonstrate accountability in your work by taking ownership of responsibilities, setting clear goals, meeting deadlines, and delivering high-quality results. Act with integrity, follow through on commitments, and uphold professional standards
Support and uphold company culture by aligning your work with the credit union’s mission and values, contributing to a positive, high-performing environment
Demonstrate dependable performance including attendance and punctuality, recognizing that it is essential to organizational excellence and operational success
Comply with all anti-money laundering laws, including the Bank Secrecy Act, OFAC regulations, and the USA PATRIOT Act, as well as all related policies and procedures
Provide back-up and support to management, as directed
Performs special projects and other responsibilities, as directed
Qualification
Required
High School diploma or equivalent, required
Minimum of one year of customer service experience, required
Demonstrated ability to communicate effectively with members and staff in person, over the phone, and in writing, including the ability to navigate and resolve challenging situations with professionalism and empathy
Self-motivated, team-oriented individual with a strong commitment to delivering exceptional service in a fast-paced, dynamic environment
Excellent oral and written communication skills, required
Must be proficient in computer programs (e.g., Microsoft Office Suite)
Preferred
Prior experience in a credit union or other financial institution
Previous experience working in a call center environment
Familiarity with Symitar core processing system
Bilingual in English and Spanish, strongly preferred
Benefits
Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents.
401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. All employees are vested at 100% for the employer match beginning the first day of employment.
Bonus program: All employees are rewarded for attaining our annual organizational goals.
Tuition Reimbursement program for employees eligible after six months of service.
Recognition program where employees can be nominated by management, their peers or by members.
Employee referral bonus.
Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.
Employees are eligible to receive a consumer loan rate discount
Vacation and sick time: Full-time employees receive more than two weeks’ vacation per year, 11 paid holidays and 10 days of sick leave.
Company
Pacific Service Credit Union
Pacific Service Credit Union is a financial institution that serves the region with banking and other financial services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
David Kato
Executive Vice President/CFO
Michelle Shelor
SVP/Chief Operating Officer
Recent News
2025-09-22
2025-07-16
2025-03-27
Company data provided by crunchbase