Hybrid Contact Center Pro — Member Experience

Verity Credit Union; Seattle (WA); Hybrid; USD 2,934,000 - 4,279,000; Full time

Benefits offered by this job

Paid time off

401k with employer match

Annual bonuses and profit-sharing

Wellness subsidy

Transportation reimbursement

Education reimbursement

Job summary

Verity Credit Union in Seattle, WA is hiring a Contact Center Agent I for a hybrid role at our Seattle headquarters. This position handles high-volume inbound contact via phone, chat, email, and secure messages, guiding members on transactions and products while aiming for first-contact resolution.

Ideal candidates have 1–2 years in financial services or customer service, a HS diploma, and comfort with tech systems. The role emphasizes member experience, policy adherence, and ongoing training.

Qualifications

• High school diploma or GED required.
• 1-2 years of experience with a financial institution preferred.
• 1-2 years of customer service experience required.
• Comfort with technology and learning new systems required.

Responsibilities

• Offer basic technical support for Verity's digital services.
• Monitor and process online member requests, including account maintenance, dispute processing, account closures, and wire origination.
• Actively listen to members, identify their needs, and present suitable products and services.
• Solve member issues both operationally and emotionally.
• Independently serve members with minimal supervision, while effectively communicating.
• Adhere to Verity's policies, including remote work guidelines, in all communications.
• Participate in organizational or department-wide training to uphold Credit Union values.
• Achieve call stats within desired SLAs, contributing to contact center service level goals.
• Provide internal and external member service aligned with credit union standards.
• Maintain in-depth knowledge of Verity's systems, technology, policies, and procedures.
• Stay updated on deposit and lending products offered by Verity.
• Offer referral assistance to Verity's investment, financial coaching, and other partners.

Skills

Communication

Collaborative

Empathy

Time management

Problem solving

Technical proficiency

Customer focus

Education

High school diploma or GED

Tools

Microsoft Word

Excel

Outlook

10-key usage

Job description

Verity Credit Union in Seattle, WA is hiring a Contact Center Agent I for a hybrid role at our Seattle headquarters. This position handles high-volume inbound contact via phone, chat, email, and secure messages, guiding members on transactions and products while aiming for first-contact resolution.

Ideal candidates have 1–2 years in financial services or customer service, a HS diploma, and comfort with tech systems. The role emphasizes member experience, policy adherence, and ongoing training.