Contact Center Representative

Harborstone Credit Union•Lakewood, WA

About The Position

Harborstone operates as one of the most committed and passionate credit unions in the state of Washington. Our culture is about people, it’s the foundation of everything we do and we work hard to demonstrate our values in every interaction. Our mission is to create a thriving community by helping our members realize their full potential. In order to deliver on this, we hold ourselves accountable to viewing our business from a growth mindset lens, this ensures we stay empathetic and we solve for our membership’s real-life financial needs or pain points. We are not out to sell our “banking” products and services, our sole motive is to create a cooperative of people who help people, and provide the relevant products and services that enable our membership to manage their everyday financial needs.

Requirements

Completion of Harborstone’s internal training systems as required. Financial Navigator Training Certifications.
Basic Microsoft Office Skills.
High school diploma.

Responsibilities

Proactively engage and manage member relationships by putting member’s financial needs and goals in the center of the conversation at every interaction.
Act as a financial coach that helps their members set goals and celebrates when they achieve them.
Effectively develop and maintain relationships with new and existing members.
Communicate effectively by member’s preferred communication channel, either in person, by phone, or by email.
Demonstrates excellent problem solving and critical thinking skills by leveraging resources effectively to meet members’ needs.
Deep expertise with lending products and demonstrates the ability to uncover needs and recommend appropriate options.
Knowledgeable in mortgage products and services with ability to refer members appropriately.
Demonstrates best level Member Experience behavior expectations, Member Experience relationship skills, and utilizes Member Experience tools.
Knowledge of Harborstone and Business Partner’s/Vendor’s/CUSO’s partnership and processes.
Ability to support training efforts within the call center teams, as applicable.
Understand the process of notary, medallion stamps, and signature guarantee services in order to guide member to the appropriate branch location.
Ability to understand, leverage, and build upon key strengths to help in the overall success of the cooperative as part of ongoing personal and professional development.
Understand Harborstone’s 5-Year Strategic Plan, yearly Business Plan and Thematic Goal and the strategies required to achieve successful results for the cooperative.