Connection Center Representative (Spanish Speaking Bonus Available)

Cascade Federal Credit Union; Kent (WA); On-site; USD 42,000 - 64,000; Full time

Job summary

Cascade Federal Credit Union in Kent, WA is seeking a Connection Center Representative to deliver exceptional member service across phone, email, and digital channels. You will process transactions, answer inquiries, and educate members on products while upholding service standards.

The ideal candidate has 1+ year in customer service within a financial setting, strong communication skills, and the ability to navigate multiple systems efficiently.

Qualifications

• High school diploma or equivalent.
• 1+ year of customer service experience in a financial institution or contact center environment.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office and the ability to quickly learn new systems.
• Dependable, detail-oriented, and able to manage multiple priorities.
• Must pass pre-employment background and credit checks.
• Must be bondable.
• Consistent and satisfactory attendance is required.

Responsibilities

• Serve as the first point of contact for member inquiries, providing prompt, courteous, and accurate assistance.
• Process transactions, account maintenance requests, and service inquiries efficiently and in compliance with policies and procedures.
• Educate members on Cascade FCU products, services, and digital banking tools to enhance convenience and engagement.
• Identify member needs and make appropriate product or service recommendations.
• Handle member concerns with professionalism and discretion, escalating complex issues to the Lead or Manager as needed.
• Maintain a high level of knowledge of credit union products, services, policies, and procedures.
• Adhere to established performance standards, including call handling, availability, and quality metrics.
• Participate in regular coaching, training, and performance feedback sessions to support continuous improvement.
• Ensure compliance with all credit union policies, procedures, and applicable regulations.
• Maintain accurate and timely documentation of member interactions in core and ancillary systems.
• Support cross-departmental collaboration to ensure seamless member experiences.
• Contribute to a positive team environment that reflects Cascade's Climbing Together values.
• Participate in daily huddles, team meetings, and training sessions to share knowledge and best practices.
• Support departmental goals related to service quality, efficiency, and member satisfaction.
• Demonstrate Cascade's S.T.R.I.D.E (Safeguard, Team Player, Remarkable Service, Innovative, Dedicated, Engaged) values and uphold our culture of remarkable service, empathy, and integrity.

Skills

Customer service

Verbal communication

Written communication

Multitasking

Attention to detail

Microsoft Office

Learn new systems

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

• Supervisor: Connection Center Leadership
• FLSA Status: Non-Exempt

Connection Center Representative

Cascade Federal Credit Union

• Location: Kent, WA
• Employment Status: Full-time
• Supervisor: Connection Center Leadership
• FLSA Status: Non-Exempt

Position Summary

The Connection Center Representative plays a key role in delivering remarkable service to our members by providing professional, efficient, and accurate support through multiple channels, including phone, email, and digital platforms. This position serves as the voice of Cascade Federal Credit Union, assisting members with transactions, inquiries, and product education while upholding our service standards and commitment to excellence.

This role requires strong communication skills, attention to detail, and a genuine desire to help members achieve financial success. The ideal candidate thrives in a fast-paced, team-oriented environment and takes pride in representing the credit union's mission and values.

Essential Functions

Member Service & Support

• Serve as the first point of contact for member inquiries, providing prompt, courteous, and accurate assistance.
• Process transactions, account maintenance requests, and service inquiries efficiently and in compliance with policies and procedures.
• Educate members on Cascade FCU products, services, and digital banking tools to enhance convenience and engagement.
• Identify member needs and make appropriate product or service recommendations.
• Handle member concerns with professionalism and discretion, escalating complex issues to the Lead or Manager as needed.
• Maintain a high level of knowledge of credit union products, services, policies, and procedures.

Operational Excellence

• Adhere to established performance standards, including call handling, availability, and quality metrics.
• Participate in regular coaching, training, and performance feedback sessions to support continuous improvement.
• Ensure compliance with all credit union policies, procedures, and applicable regulations.
• Maintain accurate and timely documentation of member interactions in core and ancillary systems.
• Support cross-departmental collaboration to ensure seamless member experiences.

Team Collaboration & Culture

• Contribute to a positive team environment that reflects Cascade's Climbing Together values.
• Participate in daily huddles, team meetings, and training sessions to share knowledge and best practices.
• Support departmental goals related to service quality, efficiency, and member satisfaction.
• Demonstrate Cascade's S.T.R.I.D.E (Safeguard, Team Player, Remarkable Service, Innovative, Dedicated, Engaged) values and uphold our culture of remarkable service, empathy, and integrity.

Required Education And Experience

• High school diploma or equivalent.
• 1+ year of customer service experience in a financial institution or contact center environment.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office and the ability to quickly learn new systems.
• Dependable, detail-oriented, and able to manage multiple priorities.
• Must pass pre-employment background and credit checks.
• Must be bondable.
• Consistent and satisfactory attendance is required.

Preferred

• Experience in a credit union or banking environment.
• Familiarity with Symitar or similar core banking systems.
• Spanish speaking bonus offered.

Position Type/Expected Hours Of Work

This is a full-time, on-site, position: Monday through Friday