JOB TITLE: CONTACT CENTER REPRESENTATIVE
Department: Contact Center
FLSA Status: Non-exempt
Seattle Credit Union is proud to be intentional in recruiting, hiring, and promoting a workplace that is inclusive. We are an Equal Opportunity/Affirmative Action Employer that celebrates our collective differences and encourages all to apply, including those with different background, disability, age, ethnicity, race, religion, gender identity, sexual orientation, national origin, or veteran status protected by applicable federal, state, or local law.
ABOUT THE ROLE:
Seattle Credit Union is dedicated to helping our members achieve financial prosperity by providing education and banking services that meet their personal goals. We are Inclusive, Inventive and Invested. We are Seattle Credit Union - we build strong and trusting relationships in service of our Mission.
We are looking for a Contact Center Representative who is driven to make a positive impact on the member experience. You have a relentless pursuit of excellence while bringing our membership and communities along. You do not settle for mediocrity and are comfortable with advocating for our membership. If you’re always looking for more efficient and innovative ways of working, are thoughtful, intentional, and collaborative, we would love to talk to you!
The Contact Center Representative provides friendly, effective and efficient service to membership over the phone and through all member channels while following the Credit Union policies, procedures, and guidelines. This is an exciting opportunity to bring forth new ideas and see those ideas come to life!
WHAT YOU WILL DO:
- Answer calls in a high-volume environment while providing excellent member service and meeting performance targets.
- Contribute to and meet departmental, individual, and organizational goals and targets; including service level standards, call metrics, quality of service, and production.
- Contribute to a strong Member Loyalty rating and after-call survey score by providing high quality service based on our service standard. Listening to our members, leading with empathy, owning the solution, and delivering excellence.
- Manage all interactions with members, whether over the phone, video, or written, in a kind and welcoming manner that aligns to the mission and values of the credit union.
- Lead with technology-based solutions and education to promote self-service, while finding creative solutions, problem solving, troubleshooting, and delivering on commitments.
- Willing to be monitored and coached in an environment that seeks to deliver a premier level of service to our membership and community.
- Obtain a strong understanding of credit union products and services and refer them appropriately to members and potential members.
- Processes transactions with accuracy and efficiency.
- Mitigate risk to the credit union by adhering policies and procedures, including verification requirement, and proactively identifying and escalating red flags.
- Ability to support members and internal partners utilizing Seattle Credit Union services, including Online Banking, Mobile Apps, website, bill pay and ATM’s.
- Maintain knowledge of Seattle Credit Union’s Bank Secrecy Act policy, procedures, and practices to meet compliance requirements, while keeping up to date on changes in policy and technologies.
- Communicate effectively, both verbally and written, in English and a second language, if applicable.
- Effectively adjusts to changing and evolving priorities and expectations
- Other duties as assigned.
WHAT YOU WILL BRING:
Basic Qualifications:
- Minimum of 2 year of experience in a high-volume customer service role
- Minimum of 1 year of quota-based sales experience
- High School education or equivalent
- Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
- Accurate 10-key, keyboarding/typing skills and at least a typing speed of 55 WPM.
- Excellent telephone skills and communication skills.
- Strong people and customer service skills, including ability to de-escalate.
- Ability to connect with others with tact, discretion, and courtesy within and outside the organization.
- Ability to perform basic math calculations.
- Ability to handle stress in a high volume and fast-paced environment.
- Must maintain regular and punctual attendance and reliability.
- Ability to multi-task
Preferred Qualifications:
- Associates degree or higher.
- Minimum 1 year of contact center experience
- Experience handling chat, texting, or video interactions.
- Experience with Fiserv systems, including DNA and Architect.
Working Conditions:
- This is a hybrid role with work performed remotely as well as in an office and/or branch environment in the Greater Seattle area of Washington State.
- Team members may attend special off-hour meetings and seminars.
- The nature of work may include prolonged periods sitting at a desk and working on a computer.
- Staff will be required to be on the phone for extended periods of time and must be available for video calls, when necessary.
- Saturday hours are required, on a rotating basis.
Benefits:
Seattle Credit Union supports and invests in our employees. We offer many great benefits, including low-cost medical contributions and zero contributions for dental and vision plans. Additionally, SCU offers a generous paid time off program and a 401k plan with a dollar-for-dollar employer match up to 5%.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.