Jobs and Careers

Senior Contact Center Sales & Service Rep - Inbound Call Center (FULL TIME ONSITE)

United Statesfull_timeVerifiedPosted 31 Mar 2025

💰 $48,000/yr

About the role

The Senior Representative, Contact Center Sales & Service handles complex and escalated inbound member calls to identify and offer products and services that meet the member’s financial needs, as well as troubleshooting and resolving member inquiries. The Senior Representative aims for first contact resolution and is focused on building lasting member relationships through exceptional service. Primary Responsibilities:

Handle complex and escalated inbound member calls and perform member financial transactions
Identify and offer the best products and services to meet the member’s financial needs, including partner services such as insurance, investments and mortgage
Support member digital inquiries (mobile and online banking), escalating to eSupport or Help Desk as appropriate
Meet quarterly call efficiency metrics and sales objectives for a Senior Representative
Actively evaluate the member interaction to determine satisfaction level, de-escalating / troubleshooting or escalating as appropriate to critically assess each member’s unique needs
Liaise with back office and support teams and partner services to facilitate offering of products and services and ensure member needs are being met
Initiate member applications as appropriate
Participate in training and utilize available resources to maintain in depth current knowledge of all current credit union products and services
Partner with leaders for issue resolution, proactively identifying ongoing training requirements
Mentors other Representatives on a day-to-day basis, assisting them in meeting call efficiency and sales expectations

Experience and Education Requirement:

Minimum Education: High School Diploma
Minimum 3 years’ experience in a contact center with demonstrated experience in meeting sales goals
Experience mentoring and/or coaching others is strongly preferred
Demonstrated effective time management skills and the ability to work independently or in a collaborative team environment
Demonstrated understanding of business processes and procedures as well as downstream impacts
Ability to work in fast-paced environment and meet deadlines without sacrificing member service
Aptitude for learning a variety of computer systems and using technology to solve member issues
Excellent verbal and written communication skills; able to express ideas concisely and logically
Excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections
Strong analytical and decision-making skills with attention to detail
Fluency in Spanish is preferred
Advanced knowledge of Microsoft Office Suite
Certification/License: N/A

Location: Hillsboro Corporate Office - Hillsboro, OR 97124 Schedule: 40 hours per week Monday-Friday; various shifts between the operating hours of 6:00am-6:30pm to support work/life balance

Target Compensation in Hillsboro, OR:

Senior Sales and Service Representative: $23 - $24 per hour + monthly incentive

Benefits options include

Traditional medical, dental, and vision coverage
401K matching up to 5% per pay period
Accrue up to 17 days of Paid Time Off your first year of employment
11 paid federal holidays
Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

First Tech is not currently offering Visa sponsorship or transfer for this position
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