Contact Center Representative

WECU; Bellingham (WA); On-site; USD 46,000 - 58,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) retirement plan

Paid time off and holidays

Bonus plan

Job summary

WECU is seeking Contact Center Representatives to join our team on-site in Bellingham, WA. This is a full-time, in-person position with a roughly 40-hour work week and alternating Saturday shifts from 9:00 a.m. to 1:00 p.m.

As a representative, you will handle member inquiries, process basic transactions, promote services, and support online banking.

Qualifications

• High school diploma or GED; plus 3–12 months related experience or equivalent.
• Credit Union, bank, or financial institution experience preferred but not required.
• Experience using Microsoft Word, Excel, and Outlook.

Responsibilities

• Provide the highest quality of service, treating each person professionally with warmth, courtesy and respect.
• Cross-sell additional services and make members feel they belong and are important to the credit union.
• Respond to members’ basic inquiries regarding accounts, services, charges, and interest rates.
• Execute basic member communications via email, DocuSign, and mail within guidelines; forward correspondence to other departments.
• Provide basic support for members with online banking, mobile banking, and bill pay.
• Assist in training new Contact Center Representatives as a mentor.
• Interview members to explain available financial services and increase member relationships; refer members for other WECU services.
• Follow WECU’s policies and all applicable laws and regulations.

Skills

Customer service

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

WECU is seeking Contact Center Representatives to join our team located on-site in Bellingham, WA. This is a full-time, in person position in which you will be scheduled to work roughly 40 hours per week.

Availability for an alternating Saturday shift is required. A Saturday shift is scheduled from 9:00 a.m. to 1:00 p.m.

RESPONSIBILITIES:

• Provide the highest quality of service, treating each person professionally - with warmth, courtesy and respect, cross-sell additional services, and make a personal effort to make members feel they belong and are important to the credit union.
• Employ sound judgment, maintains knowledge of and use decision-making skills, adhere to all standards on internal and external policies and procedures and applicable regulations.
• Respond and transact to members’ basic inquiries regarding the operation of accounts, access to services, account usage charges, interest rates on savings and loan products, resolve account discrepancies, and assist members to make the most effective use of services offered by WECU.
• Execute basic member communication through email, DocuSign, and mail within appropriate guidelines. Forward necessary correspondence to other departments and ensure that the other departments comply with the established guidelines.
• Provide basic support for members that need assistance with online banking, mobile banking, and bill pay.
• May assist in the training of new Contact Center Representatives as a Contact Center Representatives mentor.
• Interview members to obtain information and explain available financial services, such as savings and checking accounts, Individual Retirement Account, Certificates of Deposit in order in increase the member relationship. Refer members for other WECU financial services to ensure member satisfaction and consistently meet increased referral goals. Assist in sales and member service promotional efforts.
• Follows WECU’s policies and all applicable laws and regulations.

QUALIFICATIONS:

• High school diploma or general education degree (GED); plus 3-12 months’ related experience and/or training or equivalent combination of education and experience.
• Relevant training in a credit union, bank or other financial institution is preferred but not required.
• Experience using Microsoft Word, Excel, and Outlook

NOTE: Job descriptions are not intended and should not be construed to be exhausted lists of all responsibilities, skills, efforts, or working conditions associated with a job.

COMPENSATION:

The salary range for this position is from $22.18 to $28.02 per hour.

WECU provides a comprehensive benefits package that includes medical, dental, and vision benefits with premiums for employee coverage paid in full, 401(k) retirement plan with an 8% annual contribution from WECU, bonus plan, two or more weeks of vacation, up to 11 paid holidays, paid life and disability insurance, annual wellness benefit, loan discounts, professional development, and much more.

ABOUT WECU:

WECU is a not-for-profit financial cooperative where members are encouraged to save and borrow responsibly at fair and competitive rates. Headquartered in Bellingham, WA, WECU has over 160,000 members and over $3.0 billion dollars in assets.

It is WECU's mission to make a meaningful difference in the lives of our members. We strive to treat both members and staff with honesty and integrity and to be a socially responsible part of our community. WECU also endeavors to be an employer of choice.

WECU is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace. We make employment decisions based on merit and qualifications and seek to have the best qualified person in every job. WECU policy prohibits discrimination based on race, color, religion, creed, sex, gender, sexual orientation, gender identity, marital status, age, national origin, or ancestry, physical or mental disability, veteran status, genetic characteristics or information, or any other consideration made unlawful by federal, state, or local laws.

WECU participates in the federal E-Verify program to confirm the identity and employment authorization of all new hires.