Contact Center Officer - Phones

Starting pay: $22.74, depending on experience. Full-time, non-exempt position located at the Grand branch in Laramie, WY.

Schedule

Monday through Friday, with occasional Saturday shifts.

Responsibilities

• Receives, responds to, and assists with incoming and outgoing phone calls, chats, emails, and text messages.
• Promotes and sells products and services.
• Responds to voicemail as needed.
• Establishes, maintains, and closes savings and transactional accounts within established boundaries.
• Performs administrative support duties for consumer loans.
• Opens, closes, and troubleshoots debit and credit cards.
• Ensures adherence to Credit Union policies and procedures and consistently promotes UniWyo products and services.
• Responds to members’ requests, concerns, problems, and complaints regarding their accounts.
• Communicates clearly and conveys accurate information.
• Identifies members’ needs and directs them to appropriate departments.
• Evaluates and promotes products and services that may benefit members.
• Answers members’ questions promptly, accurately, and concisely.
• Performs correspondence-related functions.
• Compiles information and routes it to appropriate departments.
• Prepares, updates, and maintains files.
• Enters data into electronic and/or manual systems.
• Assists the Manager or Director of Contact Center Operations as required.
• Responds to inquiries made in writing, electronically, by phone, and/or in person.
• Assists with training new Contact Center Officers and Service Representatives.
• Recommends changes to existing policies and procedures.
• Effectively manages member inquiries across communication channels by responding promptly and accurately to text messages, emails, and real-time chat.
• Demonstrates excellent written communication that is clear, professional, and maintains strong grammar, spelling, and tone control.
• Seamlessly switches between platforms while maintaining accuracy and quality under time pressure.
• Manages multiple conversations and tasks simultaneously; demonstrates quick and accurate typing; navigates digital platforms to resolve basic technical issues.
• Recognizes and responds appropriately to members’ emotions to ensure they feel heard and supported.
• Uses effective time management to handle high volumes of interactions and adapts quickly to new processes, systems, and member needs.
• Responsible for compliance with the Bank Secrecy Act and Anti-Money Laundering requirements, including monitoring for potential illegal activity as it pertains to this position.
• Performs other duties as assigned.

Requirements

• A high school diploma or GED.
• One (1) year of relevant accounting, banking, sales, or closely related experience or any equivalent combination of experience and/or education from which comparable knowledge, skills, and abilities have been achieved.
• Proficiency in word processing and current spreadsheet software.
• May be required to move and/or transport heavy, bulky supplies, materials, and/or other items weighing up to 40 pounds.
• May be exposed to potential physical harm and infectious diseases.
• May be required to work outside the traditional work schedule.

Skills & Knowledge

• Knowledge of applicable credit union rules, ordinances, codes, regulations, administrative orders, case law, and other governing rules and regulations.
• Knowledge of the Credit Union’s policies and procedures.
• Knowledge of the principles of customer service.
• Skill in assessing and prioritizing multiple tasks, projects, and demands.
• Skill in working within deadlines to complete projects and assignments.
• Skill in assessing, analyzing, identifying, and recommending solutions to problems.
• Skill in establishing and maintaining effective working relations with co-workers, other UniWyo employees, representatives from other credit unions, the general public, and/or others having business with UniWyo.
• Skill in operating a personal computer utilizing a variety of software and operating systems/applications.

Benefits

Benefits are available for this position.