Contact Center Representative (Hybrid)

Westerra Credit Union•Denver, CO

13h•$20•Hybrid

About The Position

AT WESTERRA CREDIT UNION, A CONTACT CENTER REPRESENTATIVE ASSISTS MEMBERS BY ADDRESSING THEIR INQUIRIES, RESOLVING ACCOUNT ISSUES, AND PROVIDING INFORMATION ABOUT FINANCIAL PRODUCTS AND SERVICES. THIS ROLE HANDLES TRANSACTIONS, TROUBLESHOOTS TECHNICAL PROBLEMS, AND OFFERS PERSONALIZED SUPPORT TO ENSURE A POSITIVE MEMBER EXPERIENCE. THE ROLE INVOLVES USING COMMUNICATION SKILLS AND FINANCIAL KNOWLEDGE TO MEET MEMBERS' NEEDS EFFECTIVELY. THE PERSON IN THIS ROLE SHOULD HAVE A PASSION FOR SERVING OUR MEMBERSHIP, OUR COMMUNITIES, AND DELIVERING UPON OUR PURPOSE.

Requirements

1+ year experience in customer service
Ability to listen and respond to member/customer needs, seeking clarification when needed
Understanding of product and services offered through the credit union
Ability to stay composed and handle challenging situations effectively
Strong verbal and interpersonal communication
Proven attention to detail
Ability to solve problems and respond with appropriate solution
Basic Computer Knowledge
Accountable for basic short-term tasks and work is primarily routine and follows standard procedures.
Uses basic judgement under close supervision or instruction
Understanding of procedures for basic technical, administrative, or operative tasks.

Nice To Haves

Prior call center experience (preferred)
Banking or Credit Union experience (preferred)

Responsibilities

Assists members with transactional needs according to established processes and service standards, including answering member inquiries and issue resolution.
Ability to stay composed and handle challenging situations effectively
Understands and speaks to members about Westerra's products and services; referring them to the appropriate team member.
Assists members with technology and digital solutions at their disposal.
Consistently demonstrates the Westerra Way Experience and complies with all policies, procedures and Federal and State laws and regulations.
Maintains high level of confidentiality
Other duties as assigned.

Benefits

Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options
Two dental plans through Delta Dental
Basic life and AD&D insurance, short-term disability and long-term disability
20+ days of paid time off (PTO) per year
Anniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY)
16 hours of volunteer time off (VTO) per year
11+ paid holidays
401(k) that includes up to 6% match
Up to 2% off the rate on a new Westerra mortgage, applicable to primary residence, second home, or investment property
2% off Auto/RV/Motorcycle Loans
Up to $5250 per year for educational reimbursement
4 weeks of paid parental leave
Mental health resources including an Employee Assistance Program (EAP)
Individualized learning and development programs