Sr Contact Center Representative

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Salary Grade:

Salary Pay Range for This Position:

Please Note: The scheduled hours for this position are Monday through Friday 11am-8pm, with rotational Saturdays.

POSITION SUMMARY:

Assists members in establishing memberships, share accounts and related products and services through multiple communication channels, completing necessary documents and performing data entry of records in compliance with audit requirements. Communication channels include, but are not limited to telephone, chat, SMS, social media, email and/or mobile devices. Performs transaction processing for members and frequently serves as the initial point of contact between the Credit Union and the members.

Promotes optimal member engagement by providing specific, accurate and timely information to members regarding Credit Union products and services. Responsible for educating members regarding current marketing promotions, for engaging new members to become Signature Members within their first 120 days of joining the Credit Union, and for engaging existing members to deepen their product and service usage with the Credit Union. Makes referrals for insurance services, investment services and real estate services.

Assists with loan application processing which includes accepting loan applications, delivering loan decisions, communicating approval stipulations, reviewing and verifying accuracy of credit reports, income verification, support the loan funding process and manage the loan queues.

Provides assistance and guidance to contact center staff with member inquiries, transactions processing, requests and concerns in addition to assisting with policy and procedure questions and escalations. Assists immediate supervisor with tracking overall agent performance, development and staff motivation. Assists with training Contact Center staff such as Nesting and Double Jacking.

ESSENTIAL POSITION FUNCTIONS:
Consistently provides a high level of service and is committed to increasing member and contact center staff satisfaction. Demonstrates adherence to the Member Contact Center (MCC) Service Standards in addition to enforcement and modeling of our Mission Statement, Core Values and Team Attributes. Promotes advocacy and takes personal responsibility to ensure that member issues are handled properly at the first point of contact. Focuses on delivering Signature Experiences and achieving successful results
in the Member Experience Surveys.

Maintains advanced knowledge of products and services. Performs day-to-day transactions for members including, but not limited to deposits, withdrawals and transfers. Answers member and employee inquiries and provides information in accordance with Credit Union policies and procedures for statement requests, stop payments, fraud claims, insurance of accounts, and other deposit account-related needs and consumer loans. Assists members with savings products, including checking, certificate and money market accounts. Assists on the MCC support queues such as MCC Supervisor Queue and Loans by Phone Supervisor Queue and provides guidance on policy, procedure and assistance with escalations. May assist in performing Floor Monitor function, researching and responding to member surveys. Knowledgeable in the legal aspects of accounts (e.g. trusts, fiduciary accounts, Power of Attorneys, etc.). Provides member assistance and education with home banking platform and mobile devices.

Processes applications for consumer loan products, including auto loans, credit cards, share secured loans and unsecured lines of credit. May also process applications for home equity products. Serves as a member advocate throughout the loan process. Funds loans and provides basic credit review counseling for members with declined loans.

Assist members with their inquiries through chat, SMS, social media, surveys and email channels. This skillset must demonstrate and maintain knowledge of products and services including technical assistance with our eBranch platform. Must demonstrate excellent written grammar, accuracy and work with a sense of urgency.

Acts as a back-up to the Supervisor team to monitor daily operational goals for service, quality and productivity of the Contact Center representatives, serves as a resource for Contact Center representatives to answer team member questions. Supports training of new Contact Center representatives.

Targets and achieves individual goals in support of department goals. Contributes to Wescom growth through needs-based sales and service skills to match services to member needs. Ensures optimal member engagement and a migration to appropriate delivery channels. Makes referrals for insurance services and investment services to Wescom Insurance Services and Wescom Financial Services. Makes referrals for home equity products to department Mortgage Loan Originators and referrals for first mortgages to Mortgage Loan Originators in Real Estate.

Meets personal development and training objectives established by Department Manager. Completes Wescom University core curriculum, including required regulatory training. Trains other employees in routine procedures.

Maintains proficiency in technology applications including the operating system and ancillary systems. Contributes to organizational efforts in process improvement.

Ensures department compliance with audit and security standards, policies and procedures, and loss prevention measures.

Maintains confidentiality of Credit Union and member records.

Protects the Credit Union's financial interest by maintaining the MCC Responsibility Guidelines.

Communicates well both verbally and in writing, effectively shares information and ideas with others, and demonstrates good listening skills.

Ensures individual appearance reflects the desired level of professionalism. Maintains the physical environment of the work area according to Wescom standards. Maintains good attendance and punctuality in adherence with Wescom policy.

EDUCATION AND EXPERIENCE:
High school diploma or G.E.D required. Two to three years of previous financial industry experience required and minimum of one-year call center experience required.

OTHER SKILLS AND ABILITIES:
Must be proficient in technology applications including the Credit Union's operating system.

COMPUTER SKILLS:
Proficient in Microsoft Applications (Word, Excel, PowerPoint and Outlook).

MATHEMATICAL SKILLS:
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing functions of this job. The noise level in the work environment is moderately quiet. It is a non-smoking environment.

The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.

This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.