Contact Center Branch Rep-Bend Branch

Brief DescriptionRespect. Integrity. Ethics. Compassion. Humor.At Central Willamette Credit Union, our five core values aren’t just words on a wall—they guide how we show up for members and for each other every day. Our purpose is simple: build local loyalty, connect to community, and make life easier for the people we serve.To do that well, we look for team members who:Lead with service and kindnessEmbrace change and stay curiousLearn quickly and take pride in accuracyEnjoy collaboration—and a good laughWhy you’ll love working here 2 weeks’ vacation, increasing to 3 weeks after year 1 and 4 weeks after year 2 10 paid holidays each year 5 paid sick days annually Medical, dental, and vision effective the first of the month after your hire date Eligible for a semi-annual incentive of 2.5% (up to 5% annually) based on achievement of strategic organizational goals 401(k) match: dollar-for-dollar up to 3% of gross salary, plus 50% match on the next 2% Monthly IncentivesPosition PurposeThis role is an in-office position and a key connector between our Contact Center and branch team. You’ll primarily support members through inbound calls, focusing on accurate first-call resolution, and referring members to Financial Advocates when needs are identified. You’ll also support branch operations—such as teller transactions, balancing, and overflow coverage—helping ensure members receive a seamless, consistent experience no matter how they reach us. Bilingual preferred.This is an in-office position-not remote.Essential Functions & ResponsibilitiesMember Service & Transactions (80%) Handle inbound calls professionally while meeting service expectations (answer rate, handle time, hold time, wrap-up time, and quality standards) Provide accurate information and direct members to the right team member when needed Process transactions by phone and in person as needed, 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 on products and services and generate qualified referrals Use each interaction to build trust and loyalty, supporting a strong member experience (including Net Promoter Score)Operational & Compliance Responsibilities (20%) Maintain accurate documentation and timely follow-up; take ownership of improvement opportunities Support branch operations including tellering, lobby coverage, opening/closing tasks, and problem-solving Complete required training and professional development Comply with CWCU policies, State/Federal regulations, and Information Protection requirements Collaborate with Contact Center and branch teams to ensure appropriate staffing Perform other duties as assignedEducation & ExperienceHigh school diploma or equivalent1+ year of customer service experience required (financial institution experience preferred)Multi-line telephone experience preferredBasic computer skills requiredBilingual (Spanish/English) preferred- Candidates who are Bilingual may be eligible for a language proficiency pay differential. Physical Requirements Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Ability to sit or stand near a computer terminal for extended periods Vision abilities: close, distance, peripheral, depth perception, and ability to adjust focus Occasionally required to work remotely in a secured, private workspace Flexibility to work from home during inclement weather or other Credit Union needsApplied today and join a team that is commitment to your success and the success of our community! Salary $19.12-$23.90