What are the responsibilities and job description for the Contact Center Specialist position at Wauna Federal Credit Union?
Contact Center Specialist
This position is directly responsible for meeting the needs of our members through the Wauna Credit Union Contact Center. The Contact Center Specialists communicate with the membership through the utilization of electronic delivery channels including telephones, virtual teller units (VTUs), real-time video interactions, online banking, online service tickets, chat services, and communication services provided by third party vendors. The primary responsibility of the CCS is to collaborate and problem solve in a Contact Center environment that provides a level of service and responsiveness that is in line with The Member Advantage™ sales and service principles. Position will assist members with deposit account transactions, loan accounts and services, online banking, Quicken, Quick Books, cash apps, ancillary payment and transfer options, browser questions, member complaints and concerns, procedural and policy impacts, and cyber-security issues. Position will be required to consistently meet all referral, sales, and production goals as outlined in the Key Performance Plan. This is a non-exempt position.
This role is located in the Astoria branch location and is not a remote, hybrid, or work from home position.
Putting our members first, including our Internal Members Our employees take pride in providing services to our Members; our Credit Union is just as proud to offer benefits in our Internal Members (Employees). Our employees make us who we are as a Credit Union and we make every effort to ensure for our employees' well-being; physically, personally, professionally, and financially. Our Robust Benefits Package Includes: Full medical, dental and vision insurance 100% Credit Union paid premiums for employees
- Subsidized premiums for families and dependents
- Life and Disability insurances
- Family medical leave
- Paid Time Off
- Paid Sick Time
- 11 Paid Holidays per year
- Supplemental insurance products
- Employee Assistance Program (free and confidential resources for emotional, financial, legal, & personal well-being)
- Engaging Wellness Program
- Financial Benefits and Incentives
- Competitive Salary and Incentives
- 401(k) Retirement Plan with employer matching
- Discounted Credit Union products (reduced interest rates or fees)
- Flexible spending accounts for medical and child care expenses
- Free Parking at all branch locations
- Professional Development
- Proud to be a Learning Organization
- Online education programs
- Ongoing coaching and training in every position
- Internal promotion and transfer options throughout the Credit Union
- Opportunities to serve on a variety of volunteer committees
Contact Center Specialist
High School diploma or GED equivalent.
At least one year of customer service experience or general public contacts.