Contact Center Operations Advisor

Red Canoe Credit Union•Longview, WA

2d•$28 - $39

About The Position

The Contact Center Operations Advisor is a senior-level, cross-trained operational expert who supports Contact Center service delivery across member service, consumer lending, digital banking, chat, secure messaging, and ITM operations. The role provides flexible support wherever business needs arise to maintain consistent member experiences, service continuity, efficiency, and achievement of departmental goals. The Advisor serves as a flexible resource across Member Advisor, Lending Member Advisor, and Digital Services responsibilities. The role assists members across phone and digital channels; opens and services accounts; handles service transactions and concerns; supports business services and consumer lending; processes and funds loans; provides digital banking and ITM support; and identifies opportunities to strengthen member relationships. The Advisor also provides coverage during staffing shortages, vacancies, projects, training, or fluctuations in business needs. This position reports to the Contact Center Manager. The work involves office mobility and regular use of computers, telephones, and other office equipment. Physical demands include extended sitting, occasional standing and walking, and occasional lifting of up to 30 pounds. The position may require periodic access between branches or departments.

Requirements

Must be bondable.
Professional appearance and demeanor; friendly, outgoing people skills with members and employees.
Excellent oral and written communication and presentation skills, and strong public relations skills.
High degree of accuracy and competence, including basic math.
Motivation to cross-sell and communicate services; dedication to goals set by management.
Maintain thorough knowledge of credit union philosophy, professional cross-selling, and service skills.
High school diploma or equivalent required.
Demonstrated proficiency in member service and sales conversations.
Strong communication, problem-solving, and interpersonal skills.
Ability to learn and maintain proficiency across multiple operational functions.
Working knowledge of Microsoft Office and business applications.
Ability to adapt quickly to changing business priorities and technology.
Ability to meet the stated physical and mobility requirements, including occasional lifting and operating standard office equipment.

Nice To Haves

Three or more years of experience in new accounts, lending, digital banking, business services, and digital services; related training or experience may be considered.
IRA experience or training.

Responsibilities

Assist members through phone, chat, secure messaging, email, video, and other digital channels.
Open, maintain, and service consumer deposit accounts and electronic services.
Process account maintenance requests, disputes, fraud claims, stop payments, check orders, and other member service transactions.
Research and resolve member concerns, provide appropriate follow-up, and educate members on products, services, digital tools, and self-service capabilities.
Assist with business deposit products and services and refer members to business account opening and business lending resources as appropriate.
Take loan applications for listed consumer loan products, conduct loan interviews, gather underwriting information, analyze borrowing needs, and recommend appropriate lending solutions.
Promote ancillary lending products, maintain loan pipelines and pre-approval files, and follow adverse action processes in accordance with regulatory requirements.
Make proactive outbound calls to identify lending opportunities and strengthen member relationships.
Prepare, review, process, and fund consumer loan documentation; complete title work, vehicle registrations, licensing requirements, funding disbursements, and related documentation.
Process balance transfers, maintain accurate lending records, and ensure compliance with lending requirements.
Cross-train in Contact Center disbursing using Symitar and Meridian Link for unsecured and secured loans.
Support digital account opening, online and mobile banking, digital payments, secure messaging, chat, email, and related services; troubleshoot issues and coordinate with internal partners.
Provide support for ITM operations and virtual teller services, and maintain proficiency in systems and technology supporting member interactions.
Provide operational coverage across Contact Center functions during staffing shortages, vacancies, special projects, training, or business fluctuations.
Identify opportunities to deepen member relationships through product and service recommendations, meet established service, quality, and referral expectations, and support organizational growth.
Deliver exceptional member service and maintain knowledge of Contact Center products, services, procedures, and regulations.
Follow policies regarding compliance, member authentication, privacy, fraud prevention, and information security; process transactions accurately and efficiently.
Assist team members and departments, participate in projects and process improvement initiatives, and support system implementations.
Maintain required certifications, training, and continuing education; perform other duties as assigned.