Contact Center Specialist

To excel in the tasks specific to this essential role, as well as participate and help develop our WCCU Cares culture. You would be responsible for providing outstanding service to our members and to our internal staff (#TeamWCCU). Your actions will directly contribute to our goal of caring about our members, their financial needs, and our community. This position is responsible for providing outstanding and professional member service and build/maintain strong relationships with peers. Communicates with members by telephone, email or messaging systems. Courteously and promptly resolves member problems or refers them to appropriate personnel. Actively cross-sells Credit Union products and services and provides sales leads to Retail staff. Performs additional Operations Department duties as required. Keeps management informed of area activities.

WCCU Benefits

• 12 Federal Paid Holidays plus Paid Birthday Off & Paid WCCU Recharge Day Off
• Minimum of 2 Weeks Vacation plus 7 Days Paid Discretionary Time Off
• Tuition Reimbursement ($5250 per year)
• Competitive Medical, Dental, and Vision Benefits
• Flexible Spending & Dependent Care Accounts
• 401(k) Plan with Employer Match up to 6%
• Company Paid Life Insurance, Short Term and Long Term Disability Insurance
  and much more!
  
  

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

1. Assumes responsibility for providing outstanding member support.

Quickly and courteously perform in-bound and out-bound member communication while maintaining and projecting the Credit Union’s professional reputation.
Actively cross-sells Credit Union products and services and provides sales leads to Retail staff.
Provides accurate information on Credit Union products and services.
Efficiently solves member problems by understanding the issue, gathering information, and identifying the problem. Refers problems to appropriate personnel if needed. Follows up, if necessary, to ensure problems are resolved.
Maintains privacy of member account information, following all security procedures.
Stays up to date on Credit Union regulations, priorities, and products and services.

2. Assumes responsibility of fostering constructive working relationships with peers and management.

Effectively handles the transition of communication between staff or departments (ie, announced transfer, descriptive voicemail, and/or email communication)
Keeps management informed of area activities and of any problems or concerns, as well as, proactively suggesting areas of process or quality improvement.
Attend training sessions and Credit Union meetings as required.

3. Assumes responsibility for Operations Department related duties as required or assigned.

Willing to learn and understand the roles and functions of the Operations Department.
Expresses a desire to grow within the department and Credit Union.

EDUCATION/CERTIFICATION: High school graduate or equivalent.

EXPERIENCE REQUIRED: Minimum of 1 Year of Banking Related Experience

REQUIRED KNOWLEDGE:

Knowledge of Credit Union products and services and cross-selling techniques. Thorough understanding of Credit Union policies and procedures Knowledge of Windows based PC applications

SKILLS/ABILITIES:

Excellent verbal and written communication skills

Strong member service skills

Able to access member information via computer Professional telephone etiquette

Ability to maintain confidentiality Good sales abilities

Well organized and detail oriented Strong proofreading skills

Ability to follow detailed, established procedures Ability to recognize and resolve problems

Able to work well independently

Skill in using applicable software applications and PC equipment Proficient typing skills

Positive, can-do attitude Caring & community-oriented

Strong Service & Sales skills – showing a desire for our Members to succeed

SCHEDULE*

Monday through Friday 8:00 am – 5:00pm

Saturday 9:00am - 12:00pm

*Schedule is subject to change based on Contact Center needs.

Staff members work every other Saturday in exchange for time off during the week.

PERFORMANCE MEASUREMENTS:

Member support functions are efficiently, effectively, and accurately performed in accordance with established policies and procedures.
Communications are professional, friendly, and appropriate.
Problems are courteously and promptly resolved at first request.
Good working relationships and coordination exist with peers and with management. Supervisor is appropriately informed of area activities.
Additional Operations Department duties are handled accurately, completely, and timely.
The Credit Union’s professional reputation is maintained and conveyed.