Contact Center Representative (Hybrid)
Westerra Credit Union is dedicated to empowering its members to take control of their financial futures through a culture of genuine care and collaboration. The Contact Center Representative role involves assisting members with inquiries, resolving account issues, and providing information about financial products and services to ensure a positive experience.
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
Skills
- 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
- Prior call center experience
- Banking or Credit Union experience
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
Company Overview