Contact Center Representative (Hybrid)

Westerra Credit Union is dedicated to empowering its members to take control of their financial futures through a culture of genuine care and collaboration. The Contact Center Representative role involves assisting members with inquiries, resolving account issues, and providing information about financial products and services to ensure a positive experience.

Responsibilities

• Assists members with transactional needs according to established processes and service standards, including answering member inquiries and issue resolution
• Ability to stay composed and handle challenging situations effectively
• Understands and speaks to members about Westerra's products and services; referring them to the appropriate team member
• Assists members with technology and digital solutions at their disposal
• Consistently demonstrates the Westerra Way Experience and complies with all policies, procedures and Federal and State laws and regulations
• Maintains high level of confidentiality
• Other duties as assigned

Skills

• 1+ year experience in customer service
• Ability to listen and respond to member/customer needs, seeking clarification when needed
• Understanding of product and services offered through the credit union
• Ability to stay composed and handle challenging situations effectively
• Strong verbal and interpersonal communication
• Proven attention to detail
• Ability to solve problems and respond with appropriate solution
• Basic Computer Knowledge
• Accountable for basic short-term tasks and work is primarily routine and follows standard procedures
• Uses basic judgement under close supervision or instruction
• Understanding of procedures for basic technical, administrative, or operative tasks
• Prior call center experience
• Banking or Credit Union experience

Benefits

• Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options
• Two dental plans through Delta Dental
• Basic life and AD&D insurance, short-term disability and long-term disability
• 20+ days of paid time off (PTO) per year
• Anniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY)
• 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes up to 6% match
• Up to 2% off the rate on a new Westerra mortgage, applicable to primary residence, second home, or investment property
• 2% off Auto/RV/Motorcycle Loans
• Up to $5250 per year for educational reimbursement
• 4 weeks of paid parental leave
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

Company Overview