OCCU is a member-owned credit union based in Eugene, Oregon, guided by a clear and meaningful vision: to Enrich Lives. This purpose drives everything we do—from how we serve our members to how we support one another as colleagues. With a strong commitment to community impact, OCCU lives its values of tenacity, humility, and big-heartedness every day.

We’re seeking a service-minded professional who excels in a fast-paced call center environment and enjoys helping members make important financial decisions. In this fully remote Member Service Representative role, you’ll deliver exceptional service, answer complex questions, process transactions, and recommend solutions that support members’ financial needs. Candidates must reside in Oregon, Washington, or Idaho and have a quiet, dedicated workspace with reliable hard-wired high-speed internet.

This position is part of our 32-hour, four-day work week. Pay range is $25.00-$30.50 per hour, depending on experience.

About the Role:

The Service Representative plays a critical role in delivering exceptional member experience through phone, digital, and other communication channels. This position combines customer service excellence, financial knowledge, sales effectiveness, and problem-solving skills to help members achieve their financial goals while strengthening long-term relationships with OCCU.

Key Responsibilities:

• Deliver outstanding service and support to members through phone and digital communication channels.
• Answer questions regarding financial products, services, accounts, and transactions.
• Open new accounts and maintain accurate account information while protecting member privacy.
• Process deposits, withdrawals, loan payments, and other financial transactions accurately.
• Resolve member concerns and escalations with professionalism and sound judgment.
• Identify cross-sell opportunities and recommend products and services that meet member needs.
• Meet established service, quality, and sales performance expectations.

What We're Looking For:

• Minimum one year of customer service, contact center, financial services, banking, or related experience.
• Strong member/customer service skills with a passion for helping others and creating positive experiences.
• Excellent phone etiquette, verbal communication skills, and ability to build rapport quickly.
• Ability to handle a high volume of member interactions while maintaining professionalism, accuracy, and efficiency.
• Experience processing transactions, handling sensitive information, and maintaining attention to detail.
• Strong problem-solving skills and the ability to navigate difficult member situations with empathy and sound judgment.
• Ability to identify member needs and recommend products and services that provide value and strengthen relationships.
• Proficiency using multiple computer systems and Microsoft Office applications. ]
• Ability to work successfully in a remote environment with a dedicated workspace, strong hard-wired internet connection, and minimal distractions.

Preferred Qualifications:

• Experience in a credit union, banking, financial institution, or contact center environment.
• Experience meeting service, sales, quality, or productivity goals.
• Previous experience opening accounts, processing financial transactions, or servicing consumer loan products.
• Demonstrated success cross-selling products and services through consultative conversations.
• Experience handling escalated member concerns and resolving complex service issues.
• Experience working in a fast-paced environment requiring strong multitasking and time management skills.

Education:

High school diploma, GED, or equivalent required. Equivalent combinations of education and experience will be considered.

Core Competencies:

• Building Member Loyalty
• Communication
• Sales & Service Engagement
• Managing Work
• Problem Solving
• Stress Tolerance
• Accuracy & Attention to Detail

Why Join OCCU:

OCCU offers a comprehensive compensation and benefits package designed to support your well-being and professional growth, including:

• Low-cost medical, dental, and vision insurance
• 401(k) retirement plan with employer match
• Paid time off plus 13 paid holidays
• Tuition reimbursement for eligible education and training
• Company-paid long-term disability
• 40 hours of company-paid core time annually for full-time employees to participate in community volunteer opportunities

OCCU is committed to being an Equal Opportunity Employer and encourages applications from all qualified candidates. If you are passionate about helping people, providing exceptional service, and creating positive financial experiences for members, we encourage you to apply.