Contact Center Member Consultant (Personal Banker) I or II

Washington State Employees Credit Union•Olympia, WA

9d•Hybrid

About The Position

Enjoy making a difference in peoples’ lives? Join our dynamic Contact Center team of Member Consultants for an opportunity to create exceptional member experiences through account support, digital guidance, and needs-based recommendations. You’ll research and troubleshoot technical challenges, guide members through online and mobile tools, and help them feel confident and secure in their financial journey. Our Contact Center is unlike any other! Here, you’ll have the opportunity to truly connect with each member, understand their story, and champion their needs. You’ll make a real impact—and we’ll support you every step of the way. Ready to learn more?

Requirements

Minimum (1) one year of customer service or contact center experience (for Consultant I)
Minimum (2) two years of customer service or contact center experience (for Consultant II)
Effective listening skills, the ability to analyze information and form recommendations
Ability to communicate in person and via telephone in a courteous, tactful manner
Excellent conceptual, organizational, and problem-solving skills
Ability to analyze and interpret statements and use open-ended questions to obtain information
Demonstrate analytical decision-making, critical thinking and problem-solving skills
Comfortable working in a fast-paced environment
Excellent attention to detail and follow-through.
Strong self-management skills
Ability to maintain privacy and confidentiality
Reliable, high-speed home internet connection (for work from home/hybrid)
Private, confidential workspace, away from distractions and other people (for work from home/hybrid)
Suitable desk/surface and desk chair (for work from home/hybrid)

Responsibilities

Demonstrating a strong member focus and passion for delivering exceptional service.
Handling member interactions across multiple channels with care and professionalism.
Communicating effectively with tact, diplomacy, and active listening
Troubleshooting and resolving member needs, including digital banking and online tools.
Creating positive, effortless experiences that strengthen long-term member relationships.
Educating and cross-serving members to identify the best products and services for their needs
Meeting or exceeding individual and team goals for referrals, quality, and member satisfaction.
Paying attention to detail to ensure accuracy and consistency in every interaction.
Communicating in ways that reflect our brand tone and style across verbal and written channels.
Collaborating with teammates to balance workload and meet service level goals.
Adapting positively to change and demonstrating resilience in a dynamic environment.
Maintaining up-to-date knowledge of credit union products, services, and systems.
Expanding and applying new skills through coaching, training, and ongoing learning opportunities.
Adhering to credit union policies, procedures, and attendance expectations.
Participating in credit union promotions, surveys, and community initiatives.
Performing other duties as assigned to support team and organizational success.

Benefits

Medical, Dental, Vision, and Life Insurance with Premiums paid by WSECU
Full-Time Regular employees accrue general leave and sick leave, on a monthly basis
Part-Time employees accrue general leave, on a monthly basis
11 Paid Holidays
Employer paid Long Term Disability & Long-Term Care plan for Full-Time employees
Employer paid Long Term Care plan for Part-Time employees
401(K) with 8.5% Contribution by WSECU to begin 1st quarter after 1 year of service
Paid Volunteer Leave
Tuition Assistance
Employee Assistance Program & Employee Discounts