Contact Center Associate
Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 14 branches throughout Western Washington. We have a passion for making a positive difference. As a $2 + billion-asset credit union, we are deeply committed to our members’ financial wellbeing and the prosperity and quality of life in the communities we serve. Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities.
About the role
Kitsap Credit Union is hiring full-time hourly Contact Center Associates to work out of our East Bremerton location. The first six months will be on-site, after which you may be eligible for a hybrid schedule based on satisfactory performance. This position is responsible for providing exceptional service through all digital channels while deepening member relationships by cross-selling products and services and educating on digital and self-service options.
Reports to: Contact Center Supervisor
Employment Type: Full-time, hourly, non-exempt, in-person/hybrid
Responsibilities
- Authentically engage members and callers through asking relevant and meaningful questions, identifying their needs, and making appropriate product and service recommendations.
- Perform daily operations including basic transactions, card maintenance, new accounts, assisting members with their online banking and other financial needs.
- Promote and effectively educate members on digital and self-service options, with continual education as new products and digital services are introduced.
- Contribute to and support a positive work environment to ensure an effective, high performing, and cohesive team.
- Adhere to operational, regulatory, and security requirements while minimizing losses.
- Maintain a high level of confidentiality relative to any information received directly or indirectly at all times.
- Contribute to effective department and credit union operations by performing other related duties as assigned.
- Understand, model, and represent KCU’s core values.
Requirements
- High School diploma or GED.
- Minimum one year customer service and/or retail sales experience.
- Availability during Saturdays and extended business hours.
- Excellent interpersonal communication skills including effective listening, speaking, and writing.
- Proficient in Microsoft Office applications.
- Ability to learn and maintain strong level of expertise with Kitsap Credit Union’s core operating systems and self-service technology (iPhones, Androids, etc.).
- Ability to handle stress in a high volume and fast-paced environment.
Qualifications
- Previous financial institution experience a plus.
Kitsap Credit Union does not offer visa sponsorship for this position. Candidates must be legally authorized to work in the United States without current or future sponsorship.
Pay
$22.28 - $24.00/hour depending on experience
5% potential incentive of base pay
Schedule
Monday – Friday 8am-6pm, plus rotating Saturdays 9am-4pm; 40-hour work week
Benefits
- Free onsite parking
- Annual time off and sick time accrued
- 11 Paid holidays
- 1 Personal floating day
- Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance
- Employee Assistance Program
- Choose from a PPO medical plan or a High Deductible with a Health Savings Account
- 3% KCU funded Safe Harbor Contribution to your 401K
- KCU will match up to 2% of your 401K contributions
- All 401K contributions are 100% vested
- Potential annual incentive in all roles within Kitsap Credit Union
- Tuition reimbursement
- 8 hours of paid volunteer time off
- Discounts on KCU's products and services
- Unlimited ORCA transit access through KCU for less than $45 a year
Values
- Integrity: We believe in acting with honesty, trust, and respect which are at the forefront of our daily engagement.
- Responsibility: We believe that responsibility is holding ourselves accountable for our decisions, actions, and their outcomes.
- Collaboration: We believe in the power of a diverse group of people working together to achieve a united outcome.
- Authenticity: We believe activities in actions that demonstrate our commitment to be transparent, dependable, and genuine in every day.