Hybrid Contact Center Associate – Generalist

at Seattle Credit Union

• Job title: Contact Center Associate – Generalist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $20 - $29 per hour
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Seattle, United States

About the role

• Contact Center Associate handling member inquiries via phone for Seattle Credit Union. Providing friendly and efficient service while adhering to departmental guidelines.

Responsibilities

• Answer calls or inquiries in a high-volume environment while providing excellent member service and meeting performance targets
• Contribute to and consistently meet departmental, individual, and organizational goals and targets; including service level standards, call metrics, quality of service, and production
• Proven expertise in credit union products and services, including card systems, wire transfers, online banking systems, and product referrals
• Uses sound judgement on when to engage support to resolve challenges, utilizing resources and training to answer inquiries
• Takes responsibility for quality and quantity of work
• Deliver expertise in credit union products and services, while assisting members with general inquiries, such as balances, transaction history, and stop payments
• Contribute to a strong Member Loyalty rating and after-call survey score by providing high quality service based on our service standards
• Listening to our members, leading with empathy, owning the solution, delivering excellence, and utilizing appropriate escalation techniques
• Proactively perform tasks and contribute to member channel queues that directly impact member experience
• Manage all interactions with members, primarily over the phone, in a kind and welcoming manner that aligns to the mission and values of the credit union
• Lead with technology-based solutions and education to promote self-service, while finding creative solutions, problem solving, troubleshooting, and delivering on commitments
• Open to mentoring and coaching through review and analysis of real member transaction recordings in order to advance delivery of a premier level of service to our membership and community
• Responds positively to feedback and coaching
• Obtain a strong understanding of credit union products and services and refer them appropriately to members and potential members, and capture member feedback when appropriate
• Mitigate risk to the credit union by adhering to policies and procedures, including verification requirements, processing transactions with accuracy, and proactively identifying and escalating red flags
• Ability to support members and internal partners utilizing Seattle Credit Union services, including Online Banking, Mobile Apps, website, bill pay and ATM’s
• Maintain knowledge of Seattle Credit Union’s Bank Secrecy Act policy, procedures, and practices to meet compliance requirements, while keeping up to date on changes in policy and technologies
• Communicate effectively, both verbally and written, in English and a second language, if applicable
• Effectively adjusts to changing and evolving priorities and expectations
• Prepared to work during inclement weather or business continuity event, to ensure uninterrupted support for our membership.
• Demonstrated commitment to SCU Values
• Maintain reliable attendance and punctuality
• Other duties as assigned.

Requirements

• One (1)+ year of sales and/or retail service
• One (1)+ year high-volume call center experience
• Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
• Accurate 10-key, keyboarding/typing skills and at least a typing speed of 55 WPM
• Excellent telephone skills and communication skills
• Strong people and customer service skills, including ability to de-escalate
• Ability to connect with others with tact, discretion, and courtesy within and outside the organization
• Ability to perform basic math calculations
• Ability to manage competing priorities in a high-volume and fast-paced/multi-tasking environment
• Preferred Qualifications: Associate degree or higher
• One (1)+ year of experience in a financial institution, member-facing, high transaction role
• Experience handling chat, texting, or video interactions
• Experience with Fiserv systems, including DNA and Architect.

Benefits

• low-cost medical contributions
• zero contributions for dental and vision plans
• generous paid time off program
• 401k plan with a dollar-for-dollar employer match up to 5%