Share Email Opening Title Contact Center Representative  Open Date 12/20/2022   Close Date   Location Albany, OR (Waverly Branch)   Full-Time/Part-Time Full-Time   Salary $16 - $19   Exempt/Non-Exempt Non-Exempt   Description POSITION PURPOSE To be the first point of contact for our members by answering all incoming telephone calls and trying to accomplish first call resolution. If needed, transferring calls to the appropriate department personnel in a manner consistent with the Credit Union's mission and philosophy. Assist members in a timely manner with routine transactions, balance inquiries and other teller related functions while maintaining an excellent member experience. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES CONTACT CENTER REP I and II Answer incoming phone calls in a friendly, professional, courteous manner and direct members to appropriate staff for efficient servicing of their needs. Administer automated calling system and provide effective management of calling queues. Meet target goals as outlined in the incentive plan. Accept and process telephone requests for savings and loan payments. Provide routine information concerning Credit Union services and members' accounts, in accordance with Credit Union policy. Perform member phone requests for withdrawal, transfers, and account inquiries. Process member check orders. Perform routine clerical tasks. Deliver excellent member experience in relation to Credit Union standards. Process address change requests from the post office. Reply to member correspondence received through the Credit Unions website. Assist members with online banking needs, including but not limited to issues, secure message responses and problem resolution. Research and resolve member questions, complaints, and account queries. Educate members on the use of the Credit Unions Technology (i.e. plastic cards, ATM, text banking, mobile banking, CU Online) and assist in the resolution of problems that arise in the use of that technology. Promote, cross-sell, and counsel members on Credit Union products and services in a professional and consistent manner. Process member requests for check copies, statements and counter checks. Block members plastic cards and reorder cards. Process stop payments. Maintain a comprehensive knowledge and understanding of all Credit Union products, services, and technology. Cooperate and work with co-workers as a team member Performs all responsibilities in accordance with CW Values, compliance, regulatory and Information Protection requirements. Attend training and comply with CWCCU policies and procedures as well as applicable State and Federal regulations Performs additional duties as assigned CONTACT CENTER REP II Review credit reports to determine velocity limits. Submit loan applications to be referred to Sales Consultants. Determine eligibility for new accounts for exiting members. Process Wire Requests Open Additional Shares for Members Close Additional Accounts when necessary Set up Internal Reoccurring Transfer Requests Performs additional duties as assigned       Position Requirements   QUALIFICATIONS CONTACT CENTER REP I and II Ability to correspond professionally and effectively with members via phone and email communications. Ability to learn and apply new technologies, processes, and procedures in a timely manner. Must possess a professional, friendly communication style and a can-do attitude. CONTACT CENTER REP II Effectively able to manage multiple projects and work through constant interruptions Strong desire to help lead and set an example for your team. Good interpersonal skills to ensure member issues are handled in a fair and consistent manner. Must be goal oriented with a strong desire to exceed established expectations. Successful completion of required credit union coursework EDUCATION/EXPERIENCE REQUIREMENTS CONACT CENTER REP I and II High school diploma or equivalent. 1+ years of customer service experience required; experience in a financial institution is preferred. Previous multi-line telephone system experience desirable. CONTACT CENTER REP II In addition to the above requirements, a minimum of 6 months proven success as a Contact Center Rep I; including work load and achieving minimum sales standards PHYSICAL REQUIREMENTS Full-time hours required, with additional hours as necessary to accomplish objectives, goals and projects. Ability to sit or stand within proximity of a computer terminal for extended periods. Vision (or corrected) to the normal range   About the Organization At Central Willamette Credit Union we are laser-focused on building a stronger financial future for each of our members and we're particularly passionate about making the communities of the Willamette Valley even better places to live, work and play. We do this by training our sales and service team members to become Financial Advocates who work tirelessly to improve our members' financial lives. And we don't stop there. We are fanatical supporters of the non-profit organizations that create the fabric of the communities we call home. You'll regularly see us sponsoring and volunteering for events with the Boys and Girls Clubs, SafeHaven Humane Society, The United Way, The Center Against Rape and Domestic Violence (CARDV), and the Albany Public Schools Foundation just to name a few. Our team members are encouraged to give of their time and talents as servant leaders, furthering our quest to make the world a more just and caring place. Our team members enjoy competitive pay with opportunities to earn incentives, a full range of benefits, and a comfortable environment where input is valued and hard work is both recognized and rewarded. Thank you for considering Central Willamette and we hope to meet you soon.   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   This position is currently not accepting applications. 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