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Wescom Financial · 5 months ago

Contact Center Representative I

Pasadena Administrative Office

Full-time

Onsite

Entry Level

$23.05/hr - $32.32/hr

Wescom Financial is a member-focused organization seeking a Contact Center Representative I. In this role, you will provide exceptional service and support to members, addressing inquiries and assisting with transactions while promoting member satisfaction and engagement.

Financial Services

Growth Opportunities

Responsibilities

Consistently provides a high level of service and is committed to increasing member 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 learning how to deliver Signature Experiences and achieving successful results in the Member Experience Surveys

Maintains knowledge of products and services

Performs day to day transactions for members including, but not limited to deposits, withdrawals and transfers

Answers member 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

Assists members with savings products, including checking, certificate and money market accounts

Actively participate in training/self development to understand the basics 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

Targets and achieves individual goals in support of department goals

Learn how to contributes to Wescom growth through needs-based sales and service skills to match services to member needs

Ensures 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

Possibly trains other employees in routine procedures

Maintains applicable skills to effectively utilize 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

Qualification

Customer service experienceFinancial industry knowledgeTechnology applications proficiencyMicrosoft applicationsCommunication skillsProblem-solving skillsTeam collaboration

Required

High School graduate

Must demonstrate the willingness and the ability to learn the necessary technology applications utilized within the MCC, including the Credit Union's operating system

Proficient in Microsoft applications (Word, Excel, Outlook)

Must be proficient in technology applications including the Credit Union's operating system and specialized software required for performance of position

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 percent and to draw and interpret bar graphs

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

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