Description

Summary

Takes a team role in the department to maintain a positive working environment and provides exceptional member service experience while minimizing losses and errors. Use judgment and knowledge based on training to interpret policies and procedures.

Essential Functions

1. Working time is spent as follows:

          a. 90% of total working time is spent on the phone using the following equipment: 

                  i. Headset

                  ii. Computer

                  iii. Printer

           b. 10% of total working time is spent:

                   i. Researching member questions.

                   ii. Preparing and mailing member correspondence.

2. Maintains a high standard of member service in the department and takes ownership of work.

3. Maintains a high level of productivity in the department.

4. Practices proactive cross-selling.

5. Be knowledgeable in Sierra Central Product and Services.

6. Be knowledgeable and adheres to policies, procedures and security controls.

7. Processes member requests and makes adjustments to accounts when necessary.

8. Engage in ongoing training.

9. Contribute to regularly scheduled department meetings and team efficiency.

10. Utilize tact and experience-based knowledge to resolve member complaints and explain specific policies and procedures.

11. Practice proper security and processing controls for negotiable items.

12. Responsible for timely processing of mail, email action requests and inter-office courier bags.

13. Ensure that all mailed information is complete and in accordance with established policies and procedures while proper records are accurately maintained.

14. Actively listen to member requests or concerns and provide solutions. 

15. Must handle a minimum of 75 calls per day, with an average “wrap-up” time of 45 seconds or less.

16. Adhere to the Call Evaluation form at a 90% or better score.

17. Must be able to adhere to a flexible schedule, including nights and weekends.

18. Perform other duties as assigned by supervisor 

Requirements

Required Skills and Abilities

1. Skilled at professional communication both verbal and written at all times.

2. Ability to work well under pressure with high call volumes

3. Must demonstrate proficiency in all current Call Center programs, such as but not limited to:

• DNA or current Core System
• Talk Desk or current Phone System
• Chat On-Line
• Visa On-Line
• Zelle
• Payment by phone portal 
• Architect
• Card Valet
• Mobile Banking
• Client Central
• Experian
• Paylocity

4. Excellent telephone etiquette. 

5. Professional communication skills both verbal and written. 

6. Accuracy with numbers. 

7. Detail-orientated. 

8. Proven ability to work effectively and cooperatively with public and co-workers. 

Education and Experience

1. High school diploma or equivalent. 

2. Has successfully completed requirements of Call Center Representative I.

Physical Requirements and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

1. Prolonged periods of sitting at a desk and working on a computer – 7 to 8 hours per day.
2. Light lifting, carrying, pushing and/or pulling objects up to 25 lbs.
3. Intermittent walking and bending.
4. General office environment: works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels. 

Work Location
This is an on-site position at our Corporate Headquarters in Yuba City, CA.  Remote work not available. 

Compensation Range

The company anticipates offering  an hourly range between $20.09 and $28.75 for this position at the time of hire. This range includes base salary (or hourly wages) and does not include possible overtime for non-exempt employees or any applicable performance-based incentives or commissions.

Annual Merit Increase

Employees are eligible for a discretionary yearly merit-based salary adjustment, based on individual performance and company results.

Comprehensive Benefits Package

We provide a robust benefits package designed to support your health, financial security, and work-life balance including:

• Medical, Dental & Vision Insurance options
• Voluntary Lines including hospital indemnity, accident, and critical illness policies
• Company Paid HRA (with enrollment in certain health plans)
• Company Paid Basic Term Life Insurance
  • Coverage at 2× annual base salary, up to a maximum of $500,000 for full-time employees
  • $25,000 for part-time employees
• Company Paid Long-Term Disability Insurance for Full-Time Employees
• Company Paid Telehealth Services Membership (Teladoc)
• Company Paid Employee Assistance Program (EAP)
• 401(k) Retirement Plan
  • Employer-funded safe harbor contribution of 3% of employee's eligible earnings
  • Discretionary employer match on employee contributions 
• Flexible Spending Accounts
  • HSA
  • Medical FSA
  • Dependent Care FSA
  • Limited Purpose FSA
• Paid Time Off
  • Vacation accruals based on status and tenure within company
  • 12 sick days accrued annually for full-time employees
  • 1 hour for every 30 hours worked for part-time employees
  • 11 paid holidays (eligible after 90 days of employment)
• Travel Expense Reimbursement
  • All necessary and work-related travel expenses will be reimbursed in accordance with company policy

The preceding list of duties does not include all tasks and responsibilities that may be required with this position. Additional tasks may be assigned, as departmental and operational needs require.