Contact Center Representative I
Company: Wescom Central Credit Union
Location: Pasadena
Posted on: April 3, 2021
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Job Description:
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, 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. ESSENTIAL
POSITION FUNCTIONS: Consistently provides a high level of service
and is committed to increasing member satisfaction. Demonstrates
adherence to the Member Service Center (MSC) 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 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. May
assist with consumer loan applications. 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. 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. Possibly 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
MSC 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 graduate.
Previous financial industry experience or call center experience
preferred. 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 percent and to draw and interpret bar
graphs. 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 25 pounds. Vision abilities
required by this job include close vision, distance vision, color
vision, peripheral vision, depth perception and ability to adjust
focus. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions. 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 and 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
management.
Keywords: Wescom Central Credit Union, Pasadena , Contact Center Representative I, Accounting, Auditing , Pasadena, California
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