Contact Center Representative

Description

NW Priority Credit Union is excited to offer a new position to join our team at our Beaverton branch. An entry-level contact center employee services as the primary point of contact for members, handling various types of inbound calls and communication. Their responsibilities include answering member inquiries, resolving issues, providing product or service information, and ensuring a positive member experience. This position is best suited for someone with financial experience, who has strong communication skills, problem-solving abilities, and the ability to work efficiently in a fast-paced environment are essential for this role while upholding the credit union philosophy of people helping people.

Core Job Requirements

• Respond to member questions and concerns via phone and email ensuring accurate and timely responses.
• Identify and troubleshoot member issues, offering solutions within company guidelines or escalating to higher-level support when necessary.
• Provide exceptional member service by assisting with members digital inquiries (mobile and online banking) and engaging with the Contact Center Supervisor when needed.
• Recognizes members’ needs to proactively open, maintain and update personal accounts and refer members to other services such as loan services and investment services.
• Offer detailed and accurate information regarding company products, services, and policies to assist members. Regularly update knowledge on new products, services, or company policies to provide accurate and current information to members.
• Ensure that members’ unresolved concerns are tracked and followed up promptly to guarantee resolution.
• Provides routine information on credit union services, policies, membership eligibility, type of credit union accounts, inquiries regarding account balance, status and history. Performs all types of non-monetary transactions within established limits to prevent fraud and losses.
• Entering stop payments for checks and check reorders. Completes appropriate documents and refers them to Accounting/Electronic Services for assistance when necessary. 
• Assist members with online banking password resets and enrollments. Ensuring successful login attempt while on the phone with member. Enroll members in mobile deposit as requested and approved.
• Process convenience pay requests by members.
• Process lost debit and credit cards by completing forms and issue replacement.
• Scan paper documents into Laserfiche.
• Work with colleagues and supervisors to share knowledge, improve processes, and enhance team performance. 
• Completes job assignments delegated by Contact Center Supervisor.
• Responsible for complying with all laws, statutes, rules, and regulations which govern the credit union, including but not limited to all components of the Bank Secrecy Act provisions of the US Patriot Act.
• Participate in required meetings and training.
• Performs other duties as assigned by management.

Requirements

Job Experience: Minimum of one year in a banking or credit union environment required. Knowledge of advanced cross servicing techniques to cross service members competently. 

Software Skills: Excellent computer skills with knowledge of Microsoft Office software.

Physical Demands: Required to sit for extended periods and occasional walking to provide member services. Noise level moderate to high in immediate area and normal range of hearing necessary to communicate by telephone and in person with staff and members.

Work Conditions: Regular workday with occasional overtime. Ability to travel to branch locations. Exposed to potentially hazardous conditions (robbery).

Other Skills: Strong organizational and analytical skills required to resolve member/staff questions or problems. Must maintain a high degree of accuracy in handling cash, balancing a cash drawer, and entering member transactions into the computer. Must demonstrate excellent written and oral communication skills. Strong interpersonal skills to represent the Credit Union professionally and positively to members and to interact daily with staff and management. Ability to exercise judgment and maintain confidentiality in dealing with membership and staff. Ability to complete or resume tasks despite interruptions.