Senior Contact Center Representative

TAPCO Credit Union•University Place, WA

11d•$23 - $28•Onsite

About The Position

TAPCO Credit Union’s Senior Contact Center Representatives are the voice of the credit union and the first point of connection for members. They provide personalized support, guide members through financial solutions, and build trust through each interaction. In addition to assisting with account inquiries and transactions, they educate members about credit union products, services, and digital and self-service tools so members can manage their finances conveniently and confidently. This is a full-time, non-exempt, onsite position at TAPCO’s Main Branch, 6312 19th St W, Tacoma, WA 98466. The work environment is an office setting and involves long periods of communication by telephone. The salary range is $23.22–$27.99 per hour, depending on experience. Newly hired teammates are subject to a 90-day introductory period intended to provide structure, clarity, coaching, and support while they learn the role and organization. Completion of the period does not guarantee continued employment or alter the at-will employment relationship.

Requirements

High school diploma or equivalent.
At least 1 year of customer service experience.
At least 1 year working for a financial institution with consumer lending experience.
Must be eligible for and able to maintain bondability as a condition of employment.

Nice To Haves

Strong communication and interpersonal skills.
Ability to navigate systems, policies, and procedures accurately.
Demonstrated initiative in supporting members and team success.

Responsibilities

Greet members calling the credit union member service line courteously and professionally, provide timely service, and process accurate member transactions.
Perform contact-center member service activities and resolve questions and problems about account statements, loans, payments, automatic transfers, interest rates, and investment certificates.
Embed diversity, equity, inclusion, belonging, and accessibility (DEIBA) into daily work.
Research and resolve documentation errors or discrepancies, forwarding complex problems to the Contact Center Manager.
Receive and process applications for consumer, home improvement, and home equity loans; speak with applicants, explain credit policies, and provide guidance as needed.
Submit loan applications to other loan personnel for underwriting and approval and prepare loan documents for signature.
Provide members with general information about credit union policies, procedures, and programs.
Maintain registration as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System and Registry in accordance with TAPCO policies and procedures.
Maintain current knowledge of credit union products and services, including digital and self-service solutions.
Maintain current knowledge of and comply with policies, procedures, rules, and regulations applicable to the position.
Promote, explain, and cross-sell TAPCO services and products.
Maintain thorough knowledge of real estate lending, including applicable laws, regulations, and programs.
Understand and comply with applicable federal, state, and local laws, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements related to job functions.
Model a high level of member service and a professional demeanor and appearance.
Assume other duties as required or assigned.

Benefits

100% employer-paid medical, vision, prescription, and dental insurance option for full-time teammates.
50% employer-paid spouse coverage and 65% employer-paid dependent children coverage.
Flexible Spending Account (FSA), Dependent Care FSA, and Health Savings Account (HSA).
401(k) plan with up to 7% match.
100% employer-paid life insurance and AD&D package.
Paid vacation and sick time.
11 paid holidays plus 1 floating holiday.
Optional short- and long-term disability.
Employee Assistance Program.
Up to 40 paid volunteer hours.
Shared bonus plan when company goals are achieved.