Contact Center Representative (Hybrid)
About The Position
At Westerra Credit Union, a Contact Center Representative assists members by addressing inquiries, resolving account issues, and providing information about financial products and services. The role handles transactions, troubleshoots technical problems, and offers personalized support to ensure a positive member experience. It uses communication skills and financial knowledge to meet members’ needs effectively, with a focus on serving members and communities and delivering on Westerra’s purpose. The position is hybrid, typically working both on Westerra’s campus at least two days per week and remotely. Employees must reside in Colorado or be willing to relocate there before starting employment. The schedule is Monday through Friday, with Saturdays on rotation. The work takes place in an office environment and is primarily desk-based. The starting hourly rate is $20.00, and the role is also eligible for an annual cash incentive through Westerra’s self-funding reward plan, subject to financial-goal criteria.
Requirements
- At least 1 year of customer service experience.
- Ability to listen and respond to member or customer needs, seeking clarification when needed.
- Understanding of credit union products and services.
- Ability to stay composed and handle challenging situations effectively.
- Strong verbal and interpersonal communication skills.
- Attention to detail.
- Ability to solve problems and respond with appropriate solutions.
- Basic computer knowledge.
- Accountability for basic short-term tasks; work is primarily routine and follows standard procedures.
- Ability to use basic judgment under close supervision or instruction.
- Understanding of procedures for basic technical, administrative, or operative tasks.
- Must reside in Colorado or be willing to relocate to Colorado before starting employment.
Nice To Haves
- Prior call center experience.
- Banking or credit union experience.
Responsibilities
- Assist members with transactional needs according to established processes and service standards, including answering inquiries and resolving issues.
- Remain composed and handle challenging situations effectively.
- Explain Westerra’s products and services to members and refer them to the appropriate team member.
- Assist members with available technology and digital solutions.
- Demonstrate the Westerra Way Experience and comply with policies, procedures, and applicable federal and state laws and regulations.
- Maintain a high level of confidentiality.
- Perform other duties as assigned.
Benefits
- Three health plans through UMR, with coverage options including HSA and FSA options.
- Two dental plans through Delta Dental.
- Basic life and AD&D insurance.
- Short-term and long-term disability insurance.
- 20+ days of paid time off per year.
- 16 hours of volunteer time off per year.
- 11+ paid holidays.
- 401(k) with up to 6% employer match.
- Up to 2% off the rate on a new Westerra mortgage, applicable to a primary residence, second home, or investment property.
- 2% off auto, RV, and motorcycle loans.
- Up to $5,250 per year for educational reimbursement.
- Four weeks of paid parental leave.
- Mental health resources, including an Employee Assistance Program.
- Individualized learning and development programs.
- Eligibility for an annual cash incentive through the self-funding reward plan if Westerra meets specified financial-goal criteria.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
