Contact Center Specialist

$1,000 Sign-on Bonus 

*Paid out after 90 days with a satisfactory review*

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.

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.

Salary : $5,250