Contact Center Specialist

About the role

The organization operates within the financial services industry, focusing on serving members in Oregon and Washington. It addresses the challenge of providing accessible and personalized financial support by maintaining strong member connections and understanding local community needs. The program promotes member financial well-being through a service culture and a broad range of credit union products and services. The CONTACT CENTER SPECIALIST role is designed to establish professional, quality-focused relationships with members by addressing financial needs primarily via phone interactions. This position contributes to the organization's mission by promoting financial products, resolving member inquiries, and supporting service operations, thereby enhancing overall member experience and supporting organizational goals.

Responsibilities

• Greet and welcome members and potential members courteously and professionally via phone.
• Process and record various member transactions including withdrawals, loan payments, and transfers.
• Respond to member inquiries regarding statements, withdrawals, and loan payoffs.
• Provide technical support for online banking services.
• Ensure member identification and security according to established protocols.
• Identify and promote sales opportunities by understanding member needs.
• Work towards meeting production and referral goals.
• Participate in sales and marketing initiatives to educate members on products.
• Perform other duties as assigned.

Requirements

• Minimum six months of experience in sales or customer service.
• Preferably experience in contact centers or financial institutions.
• Knowledge of credit union products, services, policies, and systems.
• Strong communication and interpersonal skills.
• Ability to manage difficult interactions and resolve issues effectively.
• Capability to cross-sell products and maintain positive member relationships.
• Ability to work under pressure and meet deadlines.

Pay

Target hourly pay range: $18.70 - $21.25. Full hourly pay range: $17.00 - $25.50. Additional $2.00 per hour bilingual differential for verified bilingual employees. Performance-based compensation incentives available.

Benefits

• Medical, Dental, and Vision insurance fully paid for employee-only coverage.
• Health Care FSA, Health Savings Account with employer contributions, and Dependent Care FSA.
• Life and AD&D insurance.
• 401(k) plan enrollment.
• Accrual of vacation and sick leave monthly.
• Paid holidays, floating holiday, self-care time, and volunteer time.