Contact Center Representative I

Wescom Credit Union

1d•$23 - $32•Hybrid

About The Position

Are you ready to be the friendly voice that makes someone's day? As a Member Contact Center Representative, you'll be the heart of a fast-paced contact center, delivering exceptional service with a smile (even over the phone!). You'll be the go-to expert for our members – providing quick, clear, and accurate answers about everything from savings accounts and loans to the latest promotions. You'll play a key role in solving problems, sharing product knowledge, and making every interaction count - all while keeping our members happy and informed from the very first hello! We have multiple openings available throughout our Anaheim Hills Operations Center & Pasadena Administrative Office, apply now!

Requirements

High School graduate.
Must demonstrate the willingness and the ability to learn the necessary technology applications utilized within the MCC, including the Credit Union’s operating system.
Proficient in Microsoft applications (Word, Excel, Outlook).

Nice To Haves

Previous financial industry and customer service experience preferred.
Must be proficient in technology applications including the Credit Union’s operating system and specialized software required for performance of position.

Responsibilities

Consistently provides a high level of service and is committed to increasing member satisfaction.
Demonstrates adherence to the Member Contact Center (MCC) Service Standards in addition to enforcement and modeling of our Mission Statement, Core Values and Team Attributes.
Promotes advocacy and takes personal responsibility to ensure that member issues are handled properly at the first point of contact.
Focuses on learning how to deliver Signature Experiences and achieving successful results in the Member Experience Surveys.
Maintains knowledge of products and services.
Performs day to day transactions for members including, but not limited to deposits, withdrawals and transfers.
Answers member inquiries and provides information in accordance with Credit Union policies and procedures for statement requests, stop payments, fraud claims, insurance of accounts, and other deposit account-related needs.
Assists members with savings products, including checking, certificate and money market accounts.
Actively participate in training/self development to understand the basicsin the legal aspects of accounts (e.g. trusts, fiduciary accounts, Power of Attorneys, etc.).
Provides member assistance and education with home banking platform and mobile devices.
Targets and achieves individual goals in support of department goals.
Learn how to contributes to Wescom growth through needs-based sales and service skills to match services to member needs.
Ensures member engagement and a migration to appropriate delivery channels.
Makes referrals for insurance services and investment services to Wescom Insurance Services and Wescom Financial Services.
Makes referrals for home equity products to department Mortgage Loan Originators and referrals for first mortgages to Mortgage Loan Originators in Real Estate.
Meets personal development and training objectives established by Department Manager.
Completes Wescom University core curriculum, including required regulatory training.
Possibly trains other employees in routine procedures.
Maintains applicable skills to effectively utilize in technology applications including the operating system and ancillary systems.
Contributes to organizational efforts in process improvement.
Ensures department compliance with audit and security standards, policies and procedures, and loss prevention measures.
Maintains confidentiality of Credit Union and member records.
Protects the Credit Union’s financial interest by maintaining the MCC Responsibility Guidelines.
Communicates well both verbally and in writing, effectively shares information and ideas with others, and demonstrates good listening skills.
Ensures individual appearance reflects the desired level of professionalism.
Maintains the physical environment of the work area according to Wescom standards.
Maintains good attendance and punctuality in adherence with Wescom policy.

Benefits

Remote and hybrid work options
Work/life balance (i.e., two mental health days, flex scheduling, alternative work schedules)
$1,000 Employee Referral Bonus Program
Benefits for full-time and part-time team members
Paid time off: Vacation, floating holidays (full-time only), sick, 2 mental health day, 10 bereavement days, and 10 observed holidays, including Juneteenth
Comprehensive medical, dental, and vision plan coverage, including EAP+ Work/Life Program
Adoption and surrogacy assistance
401(k) Plan with employer matching
Generous educational programs: Education reimbursement, student loan repayment plan, college grant for eligible children
Wellness Program: Increase health, happiness, and productivity, ability to earn rewards by participating in Healthy YOU, two onsite fitness centers, gym membership discounts for LA Fitness
Transit subsidy reimbursement for public transportation
Fun Express and Tickets at Work: Discounts at entertainment venues in California and beyond
Wescom University Department dedicated to providing learning and development opportunities to team members
Leadership/Emerging Leadership Programs for aspiring leaders
Discounted rates on loan products for team members
Wescom Foundation Wescom is more than banking – we are a network of members and employees dedicated to making California a better place for all.
The Wescom Foundation works to improve the lives of Californians by supporting community-based organizations through strategic grant making and community engagement.
The Wescom Foundation’s grant making focuses on the following areas: Critical Human Needs, Financial Wellness, and Disaster Response.
In addition, the Wescom Foundation focuses on identifying and sponsoring volunteer opportunities for employees as well as providing a vehicle for tax-deductible non-profit organization contributions through payroll deductions.
These contributions are, in turn, matched dollar for dollar by Wescom Financial.