What are the responsibilities and job description for the Contact Center Representative position at Clearwater Credit Union?
Clearwater Credit Union is Montana’s largest CDFI and the state’s second-largest credit union. As a values-based, member-owned financial cooperative and a member of the Global Alliance for Banking on Values (GABV), our values guide our strategic plan and shape our culture. We believe in being a force for good in banking by igniting human potential, investing in local communities, and protecting the environment.
Our culture is rooted in accountability, integrity, and service. We take our responsibility to serve both our members and co-workers with the highest ethical standards, while empowering our people with the tools, voice, and trust needed to solve problems and succeed.
This in-branch Contact Center Representative position, located in Missoula, MT, provides direct member support through audio, video, chat, and other delivery channels by completing transactions, fulfilling requests, and serving as a trusted source of information to help members navigate their financial needs with confidence.
Essential Functions & Responsibilities
- Skilled at answering Audio and Video calls
- Completes outbound phone calls
- Comfortable and efficient using Chat
- Provides personalized guidance to address all the member’s needs
- Comfortable using multi-engagement channels to assist members
- Responds to all incoming chats
- Answers all emails from website and ones directed to Contact Center email addresses
- Responds to all online banking messages
- Solve member account problems
- Update member records
- Process member transactions and other member requests
- Protects members and credit union from fraudulent activities
- Proficient use of technology
- Refer products and services based on identified member need
- Knowledge of products and services, including staying up to date with changes and additions
- Provide internal and external members with excellent service
- Follows all credit union policies and procedures, including being compliant with state and federal laws and regulation
- Reliable attendance and completion of tasks
Success Factors/Job Competencies
- Embrace the Mission, Values, and Vision of the Credit Union.
- Ability to interact with more than one department daily.
- Ability to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances.
- Ability to possess versatility and flexibility to successfully service our members and serve as a back up to other positions as required.
- Ability to possess the creativity and resourcefulness required to successfully complete assigned duties without constant supervision.
- Ability to understand and follow moderately complex written and oral instructions.
- Ability to express oneself clearly and concisely, both orally and in writing.
- Ability to accept responsibility for access to confidential data.
Clearwater Credit Union is an equal opportunity employer and offers over 25 benefits beyond salary, including health insurance, PTO, 401(k) match, paid volunteer time and more!