Contact Center Representative

Job Title: CONTACT CENTER REPRESENTATIVE

Functional Area: Operations

Department: Contact Center

Reports to: Contact Center Supervisor

Employee Type: Regular, FT FLSA

Status: Non-exempt

Seattle Credit Union is proud to be an Equal Opportunity Employer/Affirmative Action employer. All qualified applicants, including racial & ethnic minorities, women, veterans, and individuals with disabilities are encouraged to apply.

This position is fully remote, and you will be provided with all required equipment or your role.

Role at Seattle Credit Union

Seattle Credit Union’s vision is to be Seattle’s Partner in Growth and Prosperity by providing financial advice, products, services, and education. In Consumer Lending, this means identifying tailored lending solutions that creatively meet our members’ individual needs, so they can meet both their short- and long-term financial goals.  We are seeking team members who are excited to make a difference in people’s lives, are excited to give back to the communities they serve, are thoughtful about overall user experience, are creative problem solvers, are looking to solve the problems of the future, and are committed to growth and learning to best serve the diverse internal and external populations of employees and members.

The Bilingual Contact Center Representative provides effective and efficient service to membership in all operations over the telephone while following the Credit Union policies, procedures, and guidelines.

Essential Job Functions

• Responsible for answering incoming calls promptly and in a friendly and courteous manner.
• Leading with technology-based solutions and education to promote self-service.
• Processes member transactions with accuracy and efficiency.
• Provides information and applicable forms concerning products and services.
• Interviews members to analyze and determine members’ needs.
• Adheres to credit union’s procedures regarding verification while processing member requests.
• Balances Teller ID at end of each business day.
• Supports, promotes and cross-sells Credit Union products and services.
• Functions as a troubleshooter to resolve issues.
• Maintains required records.
• Assist members with requests and trouble shoots issues concerning the website.
• Monitor and respond to digital communication in a professional manner such as e-mail correspondence, fax, text, online banking messages, and chat communications.
• Support the Seattle Credit Union vision and brand and represent it with every member interaction.
• The ability to support members utilizing Seattle Credit Union services, including Online Banking, Mobile Apps, bill pay and ATM’s.
• Provides branch support regarding online banking.
• Maintains a product referral rate in accordance with department goals.
• Maintains a Quality Loop satisfaction rating in accordance with credit union goals by providing high quality service based on our service standard.
• Demonstrate effective service interactions using the Service Interaction and Handling Objectives Model.
• Maintains knowledge of Seattle Credit Union’s Bank Secrecy Act policy, procedures, and practices to meet compliance requirements.
• Communicate effectively, both verbally and written, in English and a second language.
• Other duties may be assigned.

Working Conditions

• The role is fully remote. You may be required to attend off-hour and off-site meetings throughout the year. You will be notified in advance to plan for travel.
• Indirect exposure to robbery.
• Extended periods of time on the telephone and computer required.
• May be required to work alternating Saturdays.
• Will be subject to call monitoring (either silent or side-by-side).
• Physical effort may be required to lift equipment mailed to representative that may weigh up to 50 lbs.
• A private and secure home workspace is required.
• A strong and secure internet connection is required.

Qualifications 

Knowledge

• Education or job knowledge equivalent to high school education.

Preferred Knowledge

• Comprehensive knowledge of state and federal regulations such as Reg. B, Reg. E, Reg. D, Reg. CC, Reg Z, and the Bank Secrecy Act.

Skills

• Accurate 10-key skills.
• Accurate keyboarding/typing skills.
• Excellent telephone skills.
• Good communication skills.
• Strong people and customer service skills.

Abilities

• Ability to connect with others with tact, discretion, and courtesy within and outside the organization.
• Ability to perform basic math calculations.
• Ability to operate various office equipment including computer terminals.
• Ability to handle stress in a high volume and fast-paced environment.
• Must maintain very satisfactory attendance.
• Professional appearance and demeanor.
• Ability to multi-task and handle many tasks at a given time.

Preferred Experience

• Minimum of one year’s experience in a credit union or other financial institution preferred.

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.