• Provides positive and professional inbound customer service to ensure issues are resolved efficiently under all conditions embodying attributes such as being welcoming, curious, knowledgeable, helpful, and thankful to efficiently resolve issues related to banking products and services • Engages with prospective customers through various channels (live chat, phone, email, SMS) to guide through consumer banking services, with a strong focus on effective problem-solving • Takes ownership of customer concerns and resolves customer issues at first point of contact; escalates issues when necessary • Ensures due diligence is taken to support the accuracy of all customer transactions, particularly as it relates to digital banking products and services; escalates non-standard or high-risk transactions or activities as necessary • Arrives on time and ready to receive / make customer calls as scheduled throughout the shift • Engages customers / partners through a consultative approach to understand their current and future service needs; may facilitate cross-sell opportunities or refer customers to internal bank partners • Completes a broad range of financial transactions (e.g., transfers between accounts, debit card disputes, and/or other transactions, as necessary) in an accurate and efficient manner • Contributes to and supports business objectives; speaks up if there's a way to improve processes and procedures • Participates in performance and development activities, including cross-training within own team • Keeps others informed and up to date about all relevant or useful information related to day-to-day activities • Contributes to a fair, positive, and equitable environment that supports a diverse workforce • Acts as a brand champion for your business area / function and the bank, both internally and/or externally

Title: Call Center Representative: Collector Location: ASC - San Antonio Job Description: Job Description and Requirements The Collector will have the ability to work a hybrid schedule (remote/onsite) after a period of training and performance evaluations (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233. To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU. - Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided). - Must be able to provide a workspaces at home that is safe, suitable for work, and within a distraction free environment ​Bilingual in Spanish and English? Candidates can earn an additional $2.00 differential upon the successful completion of the RBFCU Bilingual Spanish/English certification.  Collectors are responsible for contacting members that have become delinquent on their loan(s) in an effort to collect on past due payments or implementing a payment plan designed around member's needs. Essential Functions and Responsibilities: - Independently collect on past due loans by contacting customers via phone and email. - Negotiate suitable payment plans. - Maintain a high volume of inbound and outbound phone calls. - Identify and recommend loans for charge off. - Manage account restrictions and review delinquency status for possible loan assistance. - Initiate repossession proceedings when applicable and generate written communication with high proficiency and accuracy. - Provide enthusiastic, professional, quality, prompt and courteous service to members and others as appropriate.  - Maintain current working knowledge of RBFCU policies and procedures and regulatory laws.  - Strive to meet or exceed department standards and maintain good attendance, promptness, accuracy, and time management.  - All other duties as assigned (note: essential functions and responsibilities may change, or new ones may be assigned at any time with or without notice). Requirements: - High School Diploma or G.E.D. - Less than one year of collections, call-center, financial services, or customer service experience - Ability to maintain and exceed collector performance metric goals - Strong attention to detail  - Excellent written and verbal communication - Excellent time management; ability to prioritize and manage multiple responsibilities - Commitment to excellent customer/member service Preferred: - Collections or financial service experience - Knowledge of various loan products (Auto/Mortgage/Unsecured) All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

• Atender llamadas y consultas de clientes de manera profesional. • Brindar información precisa y resolver inquietudes. • Documentar las interacciones de acuerdo con los procedimientos establecidos. • Mantener la confidencialidad de la información y cumplir con las políticas de la empresa. • Ofrecer un servicio de excelencia y cumplir con los estándares de calidad.

Role Description Are you a natural communicator who enjoys helping people solve problems? We are seeking an enthusiastic and reliable Call Center Representative to join our Customer Service team. In this entry-level role, you will serve as a vital point of contact for our customers, handling inbound and outbound calls with professionalism, empathy, and efficiency. This is a fantastic opportunity to launch your career in customer service with a flexible, remote-friendly position based in Maryland. As a Call Center Representative, you will be responsible for managing incoming and outgoing customer calls, addressing inquiries, resolving issues, and ensuring a positive customer experience with every interaction. You will work closely with team members and supervisors to meet performance goals while representing the company's values and commitment to excellent service. Qualifications - High school diploma or equivalent - Strong verbal communication skills with a clear, professional phone presence - Ability to actively listen and empathize with customer concerns - Basic computer proficiency, including typing and navigating multiple software applications simultaneously - Ability to work in a fast-paced environment while maintaining accuracy and professionalism - Reliable internet connection and a quiet workspace if working remotely - Availability to work flexible shifts, including evenings or weekends, as required Requirements - Respond promptly and professionally to inbound customer calls regarding products, services, billing, or account inquiries - Initiate outbound calls to follow up on customer requests, surveys, or service updates as needed - Document call details, customer interactions, and resolutions accurately in the company's CRM or call management system - Resolve customer complaints and issues efficiently, escalating complex cases to supervisors when necessary - Provide accurate information about company products, services, and policies to customers - Meet or exceed individual and team performance metrics, including call handling time, customer satisfaction, and resolution rates - Collaborate with team members and other departments to ensure consistent and accurate customer communication - Maintain up-to-date knowledge of company offerings, promotions, and procedures to provide informed assistance Preferred Qualifications - Previous experience in customer service, retail, or a call center environment - Familiarity with CRM software or call center systems - Bilingual communication skills a plus - Strong problem-solving skills and ability to de-escalate difficult situations Technical Skills - Proficiency with computer systems, including Microsoft Office or similar software - Ability to navigate call center software, CRM platforms, and ticketing systems - Comfortable using headsets, dialers, and multi-line phone systems - Basic troubleshooting skills for technical or account-related customer issues Benefits This role offers an hourly rate of $24–$35, based on experience, along with the flexibility of remote work options for candidates located in Maryland.