Contact Center Specialist (Inbound Call Center)
About The Position
The Contact Center Specialist assists members with account based and membership related needs over the phone and through our electronic alternatives consistent with Columbia’s policies, procedures and service standards. This position additionally assists fellow Contact Center Specialists, and other Columbia CU department staff, in finding solutions to inquiries and needs. They are committed to providing the highest level of individualized service by placing the member first. Performs a variety of transactions while listening closely to our members unique requirements. Provide creative solutions to our membership as we strive to “Make Life Better”, ensuring they receive exceptional service in a friendly, efficient manner. Requires availability Monday through Friday 7:30am to 6:00pm. This is also a full time role.
Requirements
- Minimum 1-year experience in customer service required.
- Financial institution and/or call center environment experience preferred or a minimum 6 months experience at Columbia Credit Union in a member facing role.
- Professional, mentally alert, and neat in appearance with an enthusiastic attitude.
- Excellent communication skills both verbal and written.
- Must be team oriented.
- Highly organized, detail oriented with ability to multi-task.
- Excellent communication skills both verbal and written.
- Possess sound decision-making skills.
- Strong PC skills.
- Must be available to work hours of operation in the Call Center.
- Consistent and reliable attendance: work scheduled shifts to meet the service level expectations of our members.
Responsibilities
- Adhere to Columbia Credit Union Service Standards.
- Accurately process member transactions and requests.
- Provides excellent member service by limiting wait times for inbound callers.
- Process account maintenance requests for members to include address changes, transaction and account research.
- Knowledge of and compliance with Currency Transaction Reporting requirements and Columbia’s Bank Secrecy Act compliance program.
- Exercise independent judgment within set authorizations.
- Identify and refer members to our business partners in Home Loans, Insurance & Investment and Business Services.
- Participate in cross-functional projects, promotions and training.
- Perform additional tasks as assigned by department leadership commensurate with position.
- Proficient in processing member requests for account maintenance to include account research and assisting members with the fraud process.
- Communicates with members through all available channels, such as, Chat, Email, Video Chat and Phone.
- Responsibilities include but not limited to; maintenance, providing basic consumer and real estate loan information, and educating members on CCU products and services.
- Educate and assist members with all digital related products and services.
- Maintain up-to-date knowledge on all credit union products and services and through active listening, recommend Columbia Credit Union products and services to “Make Life Better” for our membership.
- Displays consistent teamwork and collaboration with others within Member Service and departments throughout the organization.
Benefits
- Medical, Dental, Vision for employee - eligible the 1st of the month following hire date
- Accrued PTO, Accrued Extended Sick Time and 11 Paid Bank Holidays
- 401k Match- 100% match up to 6% employee contribution
- A hybrid or fully remote home office option can be considered in Vancouver, Washington or Portland, Oregon areas only AND only after a multiple month, on-site training has been completed and all work from home requirements are met.
- Tuition Assistance
- And More!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
251-500 employees
