Contact Center Member Consultant (Personal Banker) I or II

Enjoy making a difference in peoples' lives? Join our dynamic Contact Center team of Member Consultants for an opportunity to create exceptional member experiences through account support, digital guidance, and needs-based recommendations.

You'll research and troubleshoot technical challenges, guide members through online and mobile tools, and help them feel confident and secure in their financial journey. Our Contact Center is unlike any other! Here, you'll have the opportunity to truly connect with each member, understand their story, and champion their needs.

You'll make a real impact-and we'll support you every step of the way. Ready to learn more?

What your day may include:

• Demonstrating a strong member focus and passion for delivering exceptional service.
• Handling member interactions across multiple channels with care and professionalism.
• Communicating effectively with tact, diplomacy, and active listening
• Troubleshooting and resolving member needs, including digital banking and online tools.
• Creating positive, effortless experiences that strengthen long-term member relationships.
• Educating and cross-serving members to identify the best products and services for their needs
• Meeting or exceeding individual and team goals for referrals, quality, and member satisfaction.
• Paying attention to detail to ensure accuracy and consistency in every interaction.
• Communicating in ways that reflect our brand tone and style across verbal and written channels.
• Collaborating with teammates to balance workload and meet service level goals.
• Adapting positively to change and demonstrating resilience in a dynamic environment.
• Maintaining up-to-date knowledge of credit union products, services, and systems.
• Expanding and applying new skills through coaching, training, and ongoing learning opportunities.
• Adhering to credit union policies, procedures, and attendance expectations.
• Participating in credit union promotions, surveys, and community initiatives.
• Performing other duties as assigned to support team and organizational success.

What you bring to the team:

For Contact Center Member Consultant I:

Competitive pay: $21.50 - $32.25 per hour, dependent on relevant qualifications plus an annual discretionary incentive plan and benefits

• The target starting pay for this position is $21.50 - $26.87 per hour, typically within the first half of the range. Actual offers will be based on individual qualifications relevant to the role and will not take an applicant's pay history into account.
• Minimum (1) one year of customer service or contact center experience
• Effective listening skills, the ability to analyze information and form recommendations
• Ability to communicate in person and via telephone in a courteous, tactful manner
• Excellent conceptual, organizational, and problem-solving skills
• Ability to analyze and interpret statements and use open-ended questions to obtain information
• Demonstrate analytical decision-making, critical thinking and problem-solving skills
• Comfortable working in a fast-paced environment
• Excellent attention to detail and follow-through. Strong self-management skills
• Ability to maintain privacy and confidentiality

For Contact Center Member Consultant II:

Competitive pay: $24.05 - $36.07 per hour, dependent on relevant qualifications plus an annual discretionary incentive plan and benefits

• The target starting pay for this position is $24.05 - $30.06 per hour, typically within the first half of the range. Actual offers will be based on individual qualifications relevant to the role and will not take an applicant's pay history into account.
• Minimum (2) two years of customer service or contact center experience
• Effective listening skills, the ability to analyze information and form recommendations
• Ability to communicate in person and via telephone in a courteous, tactful manner
• Excellent conceptual, organizational, and problem-solving skills
• Ability to analyze and interpret statements and use open-ended questions to obtain information
• Demonstrate analytical decision-making, critical thinking and problem-solving skills
• Comfortable working in a fast-paced environment
• Excellent attention to detail and follow-through. Strong self-management skills
• Ability to maintain privacy and confidentiality

The ranges above allows our employees room for growth through annual merit and other pay increase during their tenure in the position.

Position location: 400 Union Ave SE Olympia, WA. Employees must reside and perform all work in the state of Washington. This is a work from home/hybrid position with the exception of occasional on-site training, meetings and specific organization events.

When you'd work: Monday-Friday, between the hours of 7:00 am-7:00 pm and Saturday 9:00 am-2:00 pm. Full time minimum 40 hours per week, with scheduling flexibility to meet service needs for this non-exempt position

Working from home/hybrid requirements:

• Reliable, high-speed home internet connection
• Private, confidential workspace, away from distractions and other people
• Suitable desk/surface and desk chair
  

Perks: Here are a few benefits and perks we offer:

• Medical, Dental, Vision, and Life Insurance with Premiums paid by WSECU
• Full-Time Regular employees accrue general leave and sick leave, on a monthly basis
• Part-Time employees accrue general leave, on a monthly basis
• 11 Paid Holidays
• Employer paid Long Term Disability & Long-Term Care plan for Full-Time employees
• Employer paid Long Term Care plan for Part-Time employees
• 401(K) with 8.5% Contribution by WSECU to begin 1st quarter after 1 year of service
• Paid Volunteer Leave
• Tuition Assistance
• Employee Assistance Program & Employee Discounts
• And, you get to work with some awesome people!

WSECU was named to the Forbes Best-In-State Credit Unionlist in 2025, making us the only credit union in Washingtonto earn this recognition five years in a row!

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We champion our employees' unique differences because we believe diversity is critical to the success of our members and the communities we serve. We're proud to provide a workplace based on equality and do not discriminate based on race, color, religion, creed, national origin, ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local law.

Accommodations are available for applicants with disabilities. If you are an individual with a disability and require a reasonable application to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 360-754-2118 or email us for assistance.