Contact Center Associate

JOB TITLE: Contact Center Associate

Department: Contact Center

FLSA Status: Non-Exempt

Bilingual (English/Spanish) preferred

ABOUT THE ROLE:

We are looking for a Contact Center Associate who is driven to make a positive impact on the employee and member experience. You are a strategic thinker with a bias for action. You have a relentless pursuit of excellence while bringing others along. You do not settle for mediocrity and are comfortable with challenging the status quo. If you’re always looking for more efficient and innovative ways of working, are thoughtful, intentional, and collaborative, we would love to talk to you!

The Contact Center Associate will provide friendly, effective and efficient service to membership over the phone and through all member channels while following the Credit Union policies, procedures, and guidelines. The Contact Center Associate, will support member inquiries in a people-driven attitude that drives an excellent member experience, including to properly refer more complex members inquiries to the appropriate channel. This is an exciting opportunity to bring forth new ideas and see those ideas come to life!

WHAT YOU WILL DO:

• Answer calls or inquiries in a high-volume environment while providing excellent member service and meeting performance targets.
• Contribute to and consistently meet departmental, individual, and organizational goals and targets; including service level standards, call metrics, quality of service, and production.
• Proven expertise in credit union products and services, including card systems, wire transfers, online banking systems, and product referrals.
• Uses sound judgement on when to engage support to resolve challenges, utilizing resources and training to answer inquiries.
• Takes responsibility for quality and quantity of work.
• Deliver expertise in credit union products and services, while assisting members with general inquiries, such as balances, transaction history, and stop payments.
• Contribute to a strong Member Loyalty rating and after-call survey score by providing high quality service based on our service standards. Listening to our members, leading with empathy, owning the solution, delivering excellence, and utilizing appropriate escalation techniques.
• Proactively perform tasks and contribute to member channel queues that directly impact member experience.
• Manage all interactions with members, primarily over the phone, in a kind and welcoming manner that aligns to the mission and values of the credit union.
• Lead with technology-based solutions and education to promote self-service, while finding creative solutions, problem solving, troubleshooting, and delivering on commitments.
• Open to mentoring and coaching through review and analysis of real member transaction recordings in order to advance delivery of a premier level of service to our membership and community.
• Responds positively to feedback and coaching.
• Obtain a strong understanding of credit union products and services and refer them appropriately to members and potential members, and capture member feedback when appropriate.
• Mitigate risk to the credit union by adhering to policies and procedures, including verification requirements, processing transactions with accuracy, and proactively identifying and escalating red flags.
• Ability to support members and internal partners utilizing Seattle Credit Union services, including Online Banking, Mobile Apps, website, bill pay and ATM’s.
• Maintain knowledge of Seattle Credit Union’s Bank Secrecy Act policy, procedures, and practices to meet compliance requirements, while keeping up to date on changes in policy and technologies.
• Communicate effectively, both verbally and written, in English and a second language, if applicable.
• Effectively adjusts to changing and evolving priorities and expectations.
• Prepared to work during inclement weather or business continuity event, to ensure uninterrupted support for our membership. In addition, will be expected to find an private alternate location, if working remotely, if power or internet access is lost.
• Demonstrated commitment to SCU Values.
• Maintain reliable attendance and punctuality.
• Other duties as assigned.

WHAT YOU WILL BRING:

Basic Qualifications:

• One (1)+ year of sales and/or retail service.
• One (1)+ year high-volume call center experience.
• Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
• Accurate 10-key, keyboarding/typing skills and at least a typing speed of 55 WPM.
• Excellent telephone skills and communication skills.
• Strong people and customer service skills, including ability to de-escalate.
• Ability to connect with others with tact, discretion, and courtesy within and outside the organization.
• Ability to perform basic math calculations.
• Ability to manage competing priorities in a high-volume and fast-paced/multi-tasking environment.

Preferred Qualifications:

• Associate degree or higher.
• One (1)+ year of experience in a financial institution, member-facing, high transaction role.
• Experience handling chat, texting, or video interactions.
• Experience with Fiserv systems, including DNA and Architect.

Working Conditions:

• Work is primarily performed at an employee’s home office.
• Requires all meetings to be on video and must be conducted in a private and professional manner.
• Team members may attend special off-hour meetings and seminars.
• The nature of work may include prolonged periods sitting at a desk and working on a computer.

Benefits:

Seattle Credit Union supports and invests in our employees. We offer many great benefits, including low-cost medical contributions and zero contributions for dental and vision plans. Additionally, SCU offers a generous paid time off program and a 401k plan with a dollar-for-dollar employer to match up to 5%.

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.

Compensation is based on the candidate's geographical location, calculated based on an adjustment factor from Seattle area market compensation.