Core Details

Job Type: This is designated as a full-time, non-exempt role

Physical Location: Main Branch – 6312 19th St W, Tacoma, WA 98466

Work Style Designation: Onsite – This role operates on a full-time basis at the location(s) listed above.

About Us

Since 1934, TAPCO Credit Union has been guided by a simple belief: people first, always.

Our roots in the community run deep, and we show up with intention to drive our mission of making financial wellness accessible for all.

For our teammates and members alike, we're about belonging, not transacting. We believe meaningful connection, respect, and valuing one another are at the heart of our relationships and workplace culture. We strive to create an environment where people feel seen, supported, and empowered to grow and thrive together. Every story matters, every interaction is an opportunity to build trust.

Your journey starts here. We believe growth is a shared responsibility, and we’re committed to investing in you every step of the way with opportunities that generate momentum. Whether you’re building confidence, developing new skills, or growing into what’s next, you’ll be supported by teammates who want to see you thrive.

This is more than a job; it is a place to belong. Come plant your roots at TAPCO: grow with us and rise with purpose!

Core Competencies 

Member Focus: Prioritizes the needs, preferences, and experiences of members (stakeholders) by delivering exceptional service, building trust, and creating value. This competency ensures alignment with the organization's mission to serve and support its members (stakeholders) effectively.

Instills Trust: Builds and maintains confidence and credibility with others through consistent, honest, and ethical behavior. This competency is fundamental to fostering strong relationships, collaboration, and a positive organizational culture.

Drives Results: Consistently delivers high-quality outcomes by setting clear goals, maintaining focus, and ensuring accountability. It involves a results-oriented mindset that prioritizes efficiency, performance, and the achievement of objectives.

Cultivates Innovation: Inspires, generates, and implements creative ideas that improve processes, products, services, or organizational outcomes. It reflects a mindset focused on curiosity, experimentation, and the encouragement of fresh perspectives.

Position Summary

At TAPCO, our Senior Contact Center Representatives are the voice of the credit union and the first point of connection for our members. This team plays a vital role in delivering an exceptional member experience by providing personalized support, guiding members through financial solutions, and fostering trust with every interaction.
 

Beyond assisting with account inquiries and transactions, Senior Contact Center Representatives are educators and problem solvers. They empower members by educating callers on a variety of product and service solutions, including TAPCO’s digital and self-service tools, helping members manage their finances conveniently and confidently. Each interaction reflects our commitment to financial wellness, member education, and service excellence.

Significant Responsibilities

• Greets members calling the credit union member service line in a courteous, professional, timely manner, providing prompt, excellent service and accurate member transactions.
• Performs member service call-center activities. Resolve members question and problems regarding account statements, loans, payments, automatic transfers, interest rates and investment certificates.
• Embeds diversity, equity, inclusion, belonging, and accessibility (DEIBA) into your daily workflow.
• Completes research and resolves documentation errors or discrepancies and forwards complex problems to Contact Center Manger.
• Receives and processes applications for consumer, home improvement and home equity loans. Talks with applicants, explains credit policies, and provide guidance as needed. Submits to other loan personnel for underwriting and approval. Prepares loan documents for signature.
• Provides general information to members on credit union policies, procedures and programs.
• Registers and maintains registration as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System and Registry in accordance with TAPCO policies and procedures.
• Maintains an up-to-date knowledge on all credit union products and services, including digital and self-service solutions.
• Maintains an up-to-date knowledge of and adheres to the requirements of all related policies, procedures, rules and regulations required for position. 
• Promotes, explains and cross-sells TAPCO services and products.
• Thorough knowledge of all aspects of real estate lending including knowledge of all applicable laws, regulations, and programs
• Demonstrates an understanding of and adheres to the requirements of all federal, state, and local laws, including those of the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC), as it specifically relates to the job functions.
• Models a high level of member service and professional demeanor and appearance.
• Assumes responsibility for other duties as required or assigned. 

Key Qualifications

• High School diploma, or equivalent
• 1 year of customer service experience
• 1 year working for a Financial Institution with consumer lending experience 
• Must be eligible for and able to maintain bondability as a condition of employment

What Will Make You Stand Out

• Strong communication and interpersonal skills
• Ability to navigate systems, policies, and procedures with accuracy
• Demonstrated initiative in supporting members and team success

Position Working Conditions 

• The work environment is an office setting 
• Onsite work is essential
• Long periods of time communicating with others telephonically
• Movements frequently and regularly required using the wrists, hands, and/or fingers
• Frequently required to sit and stand for longer periods of time

Compensation

In addition to a robust and generous total compensation package, the salary range for this position is:

• $23.22 - $27.99 per hour (depending on experience)

Benefits

• 100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time teammates
• 50% Employer-paid spouse coverage, 65% Employer-paid dependent children coverage
• Flexible Spending Account (FSA), Dependent Care FSA, & Health Savings Account (HSA)
• 401(k) Plan with up to 7% match
• 100% Employer-Paid Life Insurance/AD&D package
• Paid Vacation and Sick Time, 11 Paid Holidays + 1 Floating Holiday
• Optional Short- and Long-Term Disability
• Employee Assistance Program
• Community impact, on us (Up to 40 paid volunteer hours)
• Shared Bonus Plan (when company goals are achieved)

90-day Introductory Period

All newly hired teammates at TAPCO Credit Union are subject to a 90-day introductory period beginning on their first day of employment. This period is intended to provide structure, clarity, coaching, and support while teammates learn their role and the organization. Completion of the introductory period does not guarantee continued employment or change the at-will employment relationship.

Equal Opportunity Employer Statement 

TAPCO Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. As a people-centric organization, we believe every employee and applicant has the right to work in surroundings that are free from all forms of unlawful discrimination. TAPCO does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, termination, layoff, leave of absence, and general treatment during employment.