Contact Center Specialist

Where You Will Work: Remote role open to candidates residing in Washington (WA) or Oregon (OR). (Branches)

Pay Range: The target hourly pay range for this position is $18.70 - $21.25. The full hourly pay range is $17.00 - $25.50.

• We provide an additional $2.00 per hour bilingual differential for those employees who can support our members' financial needs effectively in a second language; subject to verification of strong grasp of financial terms utilizing language skillset.
• Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer of employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

Job Overview:

This position establishes professional and quality-based member relationships focused on meeting the financial needs of each member. Promotes a service culture by actively recommending all credit union products and services while effectively meeting the member’s needs via member phone calls. Acts as a liaison for the member and the credit union, in conformance with established policies and procedures. Assists members regarding their financial matters while promoting the credit union’s philosophy and objectives.

What You’ll Do: 

• Greets and welcomes members and potential members in a courteous, professional, and timely manner, providing exemplary service through the phone channel.
• Gathers, processes, and records a variety of member transactions, including but not limited to withdrawals, loan payments, wire transfers, and money transfers, while maintaining up-to date knowledge of credit union products and services.
• Answers member inquiries about statements, share withdrawals and loan payoffs.
• Provides technical support for online banking, including service setup, troubleshooting, and self-help guidance.
• Ensures member identification and security by following the Member Identification Program (MIP) and other established security procedures, including fraud detection and processing high-risk transactions.
• Identifies and promotes sales opportunities by understanding and addressing member needs, introducing loan programs, and offering applicable products and services.
• Works towards meeting production and referral goals, and participates in core Sales and Marketing initiatives by educating members on product features and benefits.
• All other duties as assigned.

When You'll Be Working:  Monday- Friday 7:45am - 6:00pm and rotating Saturdays 9:30am- 2:00pm. Full-time 40 hours a week.

Qualifications: 

• Minimum six (6) months experience in a sales or customer service environment.

Bonus Points If You Have: 

• Experience in a Contact Center or financial institution preferred.

What You’ll Bring:

• In-depth knowledge of credit union products, services, policies, procedures, and systems like Symitar, and awareness of competitor offerings. 
• Proficient in managing difficult customer interactions and resolving member issues effectively and courteously.
• Excellent communication skills, including active listening, questioning, and maintaining positive relationships with members, co-workers, and management. 
• Proactive in seeking opportunities to assist members and co-workers, and in learning new information to enhance problem-solving and decision-making capabilities.
• Ability to cross-sell products and services, effectively address member account issues, and maintain positive and professional member relationships.
• Capable of setting and achieving program goals that align with the credit union's strategic plan, and managing work under pressure while meeting deadlines.

Total Rewards: 

This position is eligible for Full-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage.

• Includes an option for Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage. 
• We also offer Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA).
• Employees also have access to Life and AD&D insurance.
• Employees are able to enroll in our 401k plan.
• Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis. 
• Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.

All benefits except 401k start the first of the month following date of hire. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment.