Contact Center Rep-Tech

OnPoint Community Credit Union; Portland (OR); Hybrid; USD 42,000 - 62,000; Full time

Job summary

OnPoint Community Credit Union is seeking a Customer-focused Contact Center Representative to assist members via digital banking channels. You will troubleshoot, answer questions, and deliver friendly, professional service while upholding OnPoint standards.

Bilingual Spanish is highly preferred and remote eligibility may apply after the onsite introductory period for Oregon-based staff. In this role you will handle general and complex inquiries, protect member information, collaborate with team

Qualifications

• High school diploma or equivalent required.
• Preferred 2+ years in financial/banking sales, service, or relationship management.
• Proficiency with computers and digital banking platforms.
• Experience in analyzing, researching and troubleshooting technical questions.
• Ability to work well in a team with strong interpersonal skills.

Responsibilities

• Effectively communicates with members and colleagues on inquiries and handles escalations.
• Identifies innovative member solutions to retain and build relationships.
• Provides outstanding service to incoming callers, solving issues and guiding to resolution.
• Maintains in-depth knowledge of products/services with focus on digital banking and operating system.
• Keeps supervisor informed of system issues or member impact.
• Responds to requests, returned payments, and inquiries across digital channels.
• Identifies and recommends procedural improvements.
• Adheres to policies and exercises approval authority.
• Meets or exceeds goals including sales, productivity and quality.
• May serve as a resource for internal questions.
• Performs other duties as assigned.

Skills

Communication

Collaboration

Analytical thinking

Confidentiality

Professional demeanor

Multitasking

Team player

Needs assessment

Adaptability

Education

High school diploma or equivalent

Tools

Focus XP

Digital banking platforms

Computers (general)

Job description

The Contact Center Representative Tech Support delivers prompt, friendly and professional service to our members by managing incoming digital banking calls and effectively answering questions, troubleshooting and providing the appropriate solution. Adheres to productivity and call standards to achieve high level of quality service. After successfully completing onsite introductory period, this position is eligible to be remote if located in Oregon/SW Washington. Proficient in Spanish highly preferred. Ideal candidate will have customer service experience, excellent verbal and written communication skills, strong technical and analytical skills, the ability to address member concerns and questions and work effectively as part of a team to deliver exceptional service by reinforcing and protecting the OnPoint brand.

Responsibilities

• Effectively communicates with members and colleagues on general and complex inquiries and skillfully handles adverse and escalated situations.
• Identifies innovative member solutions leading to the retention and building of member relationships.
• Provides outstanding service to incoming callers. Effectively answers questions, effectively troubleshoots requests/ questions and brings appropriate resolution to account problems.
• Maintains in-depth knowledge of all products and services offered by the Credit Union with a focus on the digital banking platform and operating system.
• Keeps supervisor/manager informed of any system issues or potential member impact.
• Responds appropriately to incoming requests, returned payments, and miscellaneous inquiries from various digital banking channels.
• Identifies and recommends procedural improvements.
• Adheres to established policies, procedures and processes and exercises appropriate approval authority.
• Meets or exceeds established goals, including sales, call productivity and call quality.
• May function as a resource for internal questions.
• Perform other duties as assigned.

Knowledge, Skills and Competencies

• Exceptional communication skills. Use language effectively to gather information and facilitate the exchange of thoughts/ideas. Expresses self verbally in clear fashion.
• Exceptional collaboration and negotiation skills; excels at managing conflict. Can enlist support from others.
• Exceptional judgment and analytical skills. Apply logic to solve problems.
• Maintains confidentiality
• Demonstrate and exercise a positive and professional approach in the work environment.
• Ability to independently handle a variety of complex tasks simultaneously, seeking supervision when necessary.
• Excellent interpersonal skills. Act as a team player who encourages and models collaboration.
• Ability to conduct needs assessments and identify areas for improvement
• Ability to quickly adopt and support frequent updates and changes.

Qualifications

• High school diploma or equivalent.
• Preferred minimum 2+ years’ experience in financial/banking sales, service, and relationship management.
• Minimum 6 months experience providing conflict resolution and customer service.
• Proficiency working with computers.
• Experience with analyzing, researching and troubleshooting technical questions.
• Ability to work effectively as part of a team with strong interpersonal skills.
• Preferred demonstrated knowledge and experience with Focus XP or similar operating systems and digital banking platforms.
• Knowledge of financial institution and bilingual skills a plus
• Must have Saturday availability.

At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.

If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.