Contact Center Agent I

Brief Description

Verity is hiring for an Contact Center Agent I at our Seattle, WA Headquarters location. This is an onsite position; has the opportunity to work hybrid training period.

How You Can Make a Difference

The Contact Center Agent I focuses on creating outstanding member experiences by understanding their financial needs and striving for first contact resolution. This role handles a range of member interactions within a high-volume inbound Contact Center, encompassing phone, online chat, email, and secure messages. The Contact Center Agent I educates members on alternative transaction methods, suggests additional products and services, and provides prompt assistance across various topics. Their exceptional service aims to meet metrics/KPIs supporting the Credit Union's strategic objectives.

Essential Job Functions

• Deliver exceptional member experiences via diverse communication channels.
• Offer basic technical support for Verity's digital services.
• Monitor and process online member requests, including account maintenance, dispute processing, account closures, and wire origination.
• Actively listen to members, identify their needs, and present suitable products and services.
• Solve member issues both operationally and emotionally.
• Independently serve members with minimal supervision, while effectively communicating.
• Adhere to Verity's policies, including remote work guidelines, in all communications.
• Participate in organizational or department-wide training to uphold Credit Union values.
• Achieve call stats within desired SLAs, contributing to contact center service level goals.
• Provide internal and external member service aligned with credit union standards.
• Maintain in-depth knowledge of Verity's systems, technology, policies, and procedures.
• Stay updated on deposit and lending products offered by Verity.
• Offer referral assistance to Verity's investment, financial coaching, and other partners.
• Stay informed about state and federal regulations.
• Perform additional job-related duties as assigned.

Knowledge, Skills And Abilities

• Communication-Demonstrates excellent communication skills, effectively conveying information and ideas with clarity.
• Collaborative- Skilled in building collaborative partnerships and fostering an environment of trust and positivity both in physical and remote work environments.
• Awareness- Interacts with empathy and emotional intelligence, remaining attuned to evolving situations.
• Managing Self- Exemplifies self-management by proactively addressing personal needs and regulating behaviors.
• Analytical Thinking-Applies analytical abilities to successfully resolve escalated member situations.
• Problem-Solving- Exhibits strong problem-solving skills, including in ambiguous situations.
• Technical Proficiency- Possesses technical proficiency in Microsoft Word, Excel, Outlook, and demonstrates adeptness in 10-key usage.
• Member Centric- Approaches interactions with a member-centric perspective, ensuring optimal service delivery.
• Adaptability- Thrives in dynamic settings, displaying quick adjustment to changing circumstances or instructions.
• Detail Oriented- Consistently ensures accuracy and precision in tasks to achieve highquality results.
• Time management- Skill in prioritization and meeting work deadlines.

Education And Experience

• A high school diploma or GED is required.
• 1-2 years of experience with a financial institution is strongly preferred.
• Comfort with technology and learning new systems is required.
• 1-2 years of customer service experience is required.

Physical Considerations

• Effective communication with diverse members and staff.
• Remaining stationary for extended periods.
• Working on computers in an office or remote environment.
• Visual recognition and verification of funds for endorsements and negotiability.

Working Conditions

• Occasional in-office attendance may be required.
• May be required to attend off-hours and off-site meetings.
• May be required to work Saturday hours.

Washington is an At-Will Employment State

Your employment is at will, meaning you are free to resign at any time, for any reason, with or without notice. Verity Credit Union is also free to conclude the employment relationship with you at any time, for any reason, with or without notice. No statement or promise by a credit union representative or board member may be interpreted as a change in the at will policy, nor would it constitute an employment or other contractual agreement.

PAY

Base Pay: This position has a salary range of $21.30 minimum) to $31.06 (maximum), with a midpoint of $25.88. Starting pay is offered based upon an applicant’s experience and education relevant to the position.

BENEFITS

• Paid Time Off: All Verity employees receive 11 paid holidays per year and 3 floating holidays, as well as paid time off (PTO is combined vacation and sick leave.)
• PTO starts accruing immediately at a rate of 20 days per year.
• Benefits: Both full and part-time employees (and their family) are eligible for medical, dental, vision, and basic life insurance, with a no cost option available for employee only coverage!
• Employees have the option to enroll in our 401k plan and receive an employer match up to 6%.
• Other Benefits: This position is eligible for annual cash bonuses up to 1% and a 1% profit-sharing bonus to 401k accounts based on company performance.
• Great Perks: Other Verity benefits include a wellness subsidy, a transportation reimbursement benefit and education reimbursement.