Contact Center Branch Representative

Brief Description

Respect. Integrity. Ethics. Compassion. Humor.

At Central Willamette Credit Union, our five core values are more than words on a wall—they guide how we serve our members, support one another, and show up every day.

Our purpose is simple: build local loyalty, connect to our community, and make life easier for the people we serve.

We Are Looking For Team Members Who

• Lead with service, kindness, and empathy
• Embrace change and remain curious
• Learn quickly and take pride in accuracy
• Enjoy collaborating with others—and appreciate a good laugh
  
  

Why You’ll Love Working Here

• Two weeks of vacation to start, increasing to three weeks after one year and four weeks after two years
• 10 paid holidays each year
• Five paid sick days annually
• Medical, dental, and vision coverage effective the first of the month following your hire date
• Eligibility for a semiannual incentive of 2.5%, up to 5% annually, based on achievement of organizational strategic goals
• 401(k) match of dollar-for-dollar up to 3% of gross salary, plus a 50% match on the next 2%
• Monthly incentives
  
  

Position Purpose

This in-office position serves as an important connection between our Contact Center and branch teams. You will primarily assist members through inbound calls, with a focus on providing accurate first-call resolution and identifying opportunities to refer members to Financial Advocates.

You will also support branch operations, including teller transactions, balancing, and overflow coverage, helping ensure members receive a seamless and consistent experience regardless of how they choose to connect with us.

Must be able to travel to Albany, Oregon, for five days of training: two days upon hire, followed by three additional days two weeks later. The company will arrange and pay for hotel accommodations and reimburse mileage and meal expenses.

All remaining training will be paid and conducted on the job at our Bend Branch, located at 61535 S Hwy 97, Suite 10, Bend, OR 97702.

Essential Functions & Responsibilities

Member Service & Transactions — 80%

• Professionally handle inbound member calls while meeting service expectations for answer rate, handle time, hold time, wrap-up time, and quality standards
• Provide accurate information and connect members with the appropriate team member when needed
• Process transactions by phone and in person, including loan payments, withdrawals, transfers, check orders, and routine clerical tasks
• Balance cash drawers and transaction work daily with minimal discrepancies
• Follow dual-control and verification procedures to maintain transactional integrity
• Research and resolve member questions, concerns, complaints, and basic technology issues
• Assist members with online banking and account inquiries
• Educate members about Credit Union products and services while generating qualified referrals
• Use every interaction to build trust, loyalty, and a positive member experience, including support for Net Promoter Score goals
  
  

Operational & Compliance Responsibilities — 20%

• Maintain accurate documentation, complete timely follow-up, and take ownership of improvement opportunities
• Support branch operations, including teller duties, lobby coverage, opening and closing responsibilities, and problem-solving
• Complete required training and professional development
• Comply with CWCU policies, state and federal regulations, and information-protection requirements
• Collaborate with Contact Center and branch teams to help ensure appropriate staffing coverage
• Perform other duties as assigned
  
  

Education & Experience

• High school diploma or equivalent required
• At least one year of customer service experience required; financial institution experience preferred
• Multi-line telephone experience preferred
• Basic computer skills required
• Spanish/English bilingual skills preferred. Bilingual employees may be eligible for a language-proficiency pay differential.
  
  

Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

• Ability to sit or stand near a computer terminal for extended periods
• Vision abilities including close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus
• Ability to work effectively in an in-office environment
  
  

Apply Today

Join a team that is committed to your success—and to the success of our community.

Requirements

Salary $19.48 - $24.35 / Hour