Contact Center Representative

About This Role

As a Member Contact Center Representative, you will be the friendly voice delivering exceptional service in a fast-paced contact center, providing quick, clear, and accurate answers about banking products and services. You will be a go-to expert for members, solving problems and sharing product knowledge to ensure every interaction counts. This role is crucial for maintaining member satisfaction and supporting the credit union's growth.

Responsibilities

• Provide a high level of service and increase member satisfaction, adhering to MCC Service Standards and embodying Wescom's Mission Statement, Core Values, and Team Attributes
• Promote advocacy and take personal responsibility to handle member issues properly at the first point of contact
• Learn to deliver Signature Experiences and achieve successful results in Member Experience Surveys
• Maintain knowledge of products and services, performing day-to-day transactions like deposits, withdrawals, and transfers
• Answer member inquiries and provide information according to Credit Union policies and procedures for statement requests, stop payments, fraud claims, insurance of accounts, and other deposit account-related needs
• Assist members with savings products, including checking, certificate, and money market accounts
• Actively participate in training to understand the basics of legal aspects of accounts (e.g., trusts, fiduciary accounts, Power of Attorneys)
• Provide member assistance and education with home banking platform and mobile devices
• Target and achieve individual goals in support of department goals, contributing to Wescom growth through needs-based sales and service
• Ensure member engagement and migration to appropriate delivery channels, making referrals for insurance and investment services
• Make referrals for home equity products to department Mortgage Loan Originators and for first mortgages to Mortgage Loan Originators in Real Estate
• Meet personal development and training objectives established by Department Manager and complete Wescom University core curriculum, including required regulatory training
• Maintain applicable skills to effectively utilize technology applications, contributing to organizational process improvement
• Ensure department compliance with audit and security standards, policies, procedures, and loss prevention measures, maintaining confidentiality of Credit Union and member records
• Protect the Credit Union’s financial interest by maintaining the MCC Responsibility Guidelines

Requirements

• High School graduate
• Ability to learn necessary technology applications, including operating systems and specialized software
• Proficient in Microsoft applications (Word, Excel, Outlook)
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rates, ratios, and percentages, and to draw and interpret bar graphs
• Strong verbal and written communication skills
• Ability to effectively share information and ideas with others
• Strong listening skills

Qualifications

• High School graduate
• Previous Financial Industry And Customer Service Experience Preferred.

Nice to Have

• Previous Financial Industry experience
• Customer Service experience

Skills

* Required skills