Contact Center Representative

Harborstone Credit Union

  • Lakewood, WA
  • $20.34 per hour
  • Permanent
  • Full-time
  • 13 days ago
Overview:Harborstone operates as one of the most committed and passionate credit unions in the state of Washington. Our culture is about people, it’s the foundation of everything we do and we work hard to demonstrate our values in every interaction. Our mission is to create a thriving community by helping our members realize their full potential. In order to deliver on this, we hold ourselves accountable to viewing our business from a growth mindset lens, this ensures we stay empathetic and we solve for our membership’s real-life financial needs or pain points. We are not out to sell our “banking” products and services, our sole motive is to create a cooperative of people who help people, and provide the relevant products and services that enable our membership to manage their everyday financial needs.The Member Experience line of business includes all aspects of Member and Branch Experience; Contact Center Experience; Digital Services; Marketing; Community Development; Small Business Member Experience, Cash Management and Business Deposit Team.Upholds legal, regulatory and compliance requirements unique to the role, in addition to Bank Secrecy Act, Anti-Money Laundering, OFAC, and Information Security policies and procedures. Completes annually required compliance and security awareness related courses as established by Harborstone Credit Union policies and/or practices.Effectively builds trust with members and internal staff by embodying and demonstrating the Core Values of the organization (Trust, Advocacy, Prosperity, Equity, Empathy, and Simplicity). Consistently advocates for Harborstone’s members, offering opportunities for financial equity and prosperity and the tools necessary to help them thrive. Demonstrates value and difference by expertly informing our communities of effective financial products, services, and solutions to help them attain their full potential.Compensation:Minimum $20.34/hourMaximum $34.60/hourApplicants with a desired mix of knowledge, skills and abilities can expect to be offered the following depending on the level they best fit:CCRI $20.34 - $29.06CCRII $22.28 - $31.83CCRIII $24.22 - $34.60 Responsibilities:
  • Proactively engage and manage member relationships by putting member’s financial needs and goals in the center of the conversation at every interaction.
  • Act as a financial coach that helps their members set goals and celebrates when they achieve them.
  • Effectively develop and maintain relationships with new and existing members.
  • Communicate effectively by member’s preferred communication channel, either in person, by phone, or by email.
  • Develops and maintains ongoing product and industry knowledge to ensure confident financial recommendations and advice, including those provided through all business units and third parties.
  • Makes appropriate recommendations and decisions for lending, deposit, and service charge requests that balance the needs of the member with the needs of the membership and promotes a growing financial cooperative.
  • Refers products and services that expressly meet members’ goals, financial dreams, and reduce money stresses by considering the long-term impact of credit and deposit products to the member.
  • Strives to resolve all member calls with a one call resolution, ensuring confident, accurate, timely information is shared with members.
  • Manage member concerns and understand escalation process when needed.
  • Maintain a current foundational understanding of all consumer and business-related products and services and ensure proficiency in new account opening systems and procedures.
  • Efficiently navigates various contact center systems and ensures end of day balancing requirements are met.
  • Perform responsible duties and adheres to contact center policies and procedures at all times.
  • Review member account and contact information to ensure it is updated and current during every member call.
  • Responsible for training and successful on-boarding of new contact center team members.
  • Provides coaching feedback to peers to ensure best level member experience.
  • Manages the call queue to ensure the team-mates demonstrate a sense of urgency in managing average speed to answer, abandonment rate, and available time in queue.
  • Complete basic transactional needs as needed to support member experience.
Qualifications:
  • Demonstrate a deep sense of urgency in answering our member’s calls quickly to show them that we care about being easy to reach when they need us most.
  • Excellent communication skills are required to proactively engage with members regarding specials and promotions which contribute to their overall financial wellbeing.
  • Demonstrates a strong sense of urgency in answering and managing the call queue daily.
  • Demonstrates leadership and supports Contact Center leadership team in facilitating team stand-ups and team meetings.
  • Build strong and lasting financial relationships with members.
  • Deep expertise with consumer loans and preapproval offers with ability to refer applications to the online application or eLoan team for a warm-handoff
Primary Functions:
  • Demonstrates excellent problem solving and critical thinking skills by leveraging resources effectively to meet members’ needs.
  • Deep expertise with lending products and demonstrates the ability to uncover needs and recommend appropriate options.
  • Knowledgeable in mortgage products and services with ability to refer members appropriately.
  • Demonstrates best level Member Experience behavior expectations, Member Experience relationship skills, and utilizes Member Experience tools.
  • Knowledge of Harborstone and Business Partner’s/Vendor’s/CUSO’s partnership and processes.
  • Ability to support training efforts within the call center teams, as applicable.
  • Understand the process of notary, medallion stamps, and signature guarantee services in order to guide member to the appropriate branch location.
  • Ability to understand, leverage, and build upon key strengths to help in the overall success of the cooperative as part of ongoing personal and professional development.
  • Understand Harborstone’s 5-Year Strategic Plan, yearly Business Plan and Thematic Goal and the strategies required to achieve successful results for the cooperative.
Required Experience/Education:
  • Completion of Harborstone’s internal training systems as required. Financial Navigator Training Certifications.
  • Basic Microsoft Office Skills.
  • High school diploma.
Minimum Performance Goals:
  • Existing Member Retention and New Member Growth through best level service reviews and word of mouth referrals.
  • Deposit Growth
  • Loan Growth
  • Credit Cards
  • Partner Referrals (Mortgage, Investments and Business)
  • Member Experience Service Levels
  • Risk Management
  • Complete required internal certifications and training.
  • Certified Financial Wellness Coach with GreenPath Partnership.
Physical Considerations:
  • Must be able to effectively read, write, and listen as well as communicate verbally, electronically and in written form with employees, members, board members, vendors, and the general public as required.
  • May be asked to handle, move, and/or carry large boxes of supplies weighing up to 50 pounds.
  • May require stooping, bending, squatting, and reaching for limited periods of time.
  • May require sitting and standing for long periods of time.

Harborstone Credit Union