Contact Center Representative (Hybrid)
What is the role?
At Westerra Credit Union, a contact center representative assists members by addressing their inquiries, resolving account issues, and providing information about financial products and services. This role handles transactions, troubleshoots technical problems, and offers personalized support to ensure a positive member experience.
What will be expected of me?
- Assists members with transactional needs according to established processes and service standards, including answering member inquiries and issue resolution.
- Ability to stay composed and handle challenging situations effectively
- Understands and speaks to members about Westerra's products and services; referring them to the appropriate team member.
- Aids members with technology and digital solutions at their disposal.
- Consistently demonstrates the Westerra Way Experience and complies with all policies, procedures and Federal and State laws and regulations.
- Maintains high level of confidentiality
- Other duties as assigned.
Will I have Direct Reports?
No
What am I bringing?
- Experience/Education: 1+ year experience in customer service
Prior call center experience (preferred)
Banking or Credit Union experience (preferred) - Skills and Abilities: Ability to listen and respond to member/customer needs, seeking clarification when needed
Understanding of product and services offered through the credit union
Ability to stay composed and handle challenging situations effectively
Strong verbal and interpersonal communication
Proven attention to detail
Ability to solve problems and respond with appropriate solution
Basic Computer Knowledge - Accountable for basic short-term tasks and work is primarily routine and follows standard procedures.
- Uses basic judgement under close supervision or instruction
- Understanding of procedures for basic technical, administrative, or operative tasks.
What is the work environment like, and are there physical requirements for this role?
Hybrid: Typically, a dispersed, flexible team environment both on Westerra campus (at least 2x/week) and remote. Employees must reside in Colorado or be willing to relocate prior to starting employment. Residency is required for payroll and state tax purposes.
Monday – Friday and Saturday on rotation
Office environment
Works primarily at a desk
Salary:
In addition to the starting hourly rate of $20, this role is also eligible for Westerra’s self-funding reward plan. This plan pays out a cash incentive annually if Westerra hits specific criteria tied to financial goals and this role has a direct impact on the outcome of those results!
What are some of our benefit offerings?
- Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options
- Two dental plans through Delta Dental
- Basic life and AD&D insurance, short-term disability and long-term disability
- 20+ days of paid time off (PTO) per year
- Anniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY)
- 16 hours of volunteer time off (VTO) per year
- Up to 2% off the rate on a new Westerra mortgage, applicable to primary residence, second home, or investment property
- Up to $5250 per year for educational reimbursement
- Up to 4 weeks of paid parental leave
- Mental health resources including an Employee Assistance Program (EAP)
- Individualized learning and development programs