Member Contact Center Analyst

Company: Wescom Central Credit Union
Location: Pasadena
Posted on: March 17, 2023

Job Description:

Please use Firefox or Chrome internet browser to complete this applicationCurrent Wescom Employees: Please visit the Career Center in Workday to search and apply for a current job opening.We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.POSITION SUMMARY: Provides daily support to the Member Service Center staff, completes general clerical duties through email and phone requests that support member fulfillment. Processes daily reports. Assists with performance tracking and recognition events. Maintains department inventory and supply orders within allotted budget. Maintains inventory of cashier checks in addition to processing cashier check stop payments, research, member declarations and reports for Finance Department. Assists as back up to the Pasadena Front Desk Receptionist. Greets all visitors and demonstrates commitment to increase member satisfaction. Maintains Wescom Employee Roster and ensures completion of all required processes in order to meet monthly deadlines for posting and printing the roster. Cross trains Telephone Service Representatives as back up for clerk related functions to ensure continued execution of all functions during period of the primary clerk's absence.ESSENTIAL POSITION FUNCTIONS:

• Consistently provides a high level of service and is committed to increasing member satisfaction. Demonstrates adherence to the Member Service Center 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 MSC team member clerk issues are handled properly at the first point of contact. Focuses on delivering Signature Experiences and achieving successful results that directly impact the Member Experience Surveys.
• Aids in requesting room reservations for employee coaching, training and meetings. Assists Telephone Service Representatives in fulfillment of member service inquiries via e-mail, fax, call or US mail. Ensures all MSC Management and designated Emergency Floor Wardens have up to date Emergency Contact lists and Emergency Folder. Distributes mail, dividend rate sheets, new promotional brochures/pamphlets, newsletters, bucks lips.
• Sorts reports on a daily basis that include Daily MSC Performance Report, Daily Split/Skill Report, Monthly ASA/AHT Report, Monthly Birthday and Anniversary Lists, Monthly Call Monitor List and completion of Visa Pre-Approval Tracking. Prepares documents for Workflow imaging, which includes faxing, scanning and inter-branch mail. Processes and balances Check-by-Phone
• requests. Processes FedEx requests including fulfillment, providing quotes and charging fees. Processes member check orders received by mail. Completes daily balancing of department.
• Targets and achieves individual goals in support of department goals. Meets personal development and training objectives established by management. Completes Wescom University core curriculum, including required regulatory training. Trains other employees in routine clerk 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.
• 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 department according to Wescom standards.
• Maintains good attendance and punctuality in adherence with Wescom policy.EDUCATION AND EXPERIENCE: High school education.OTHER SKILLS AND ABILITIES: Proficient in technology applications records.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 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

Keywords: Wescom Central Credit Union, Pasadena , Member Contact Center Analyst, Accounting, Auditing , Pasadena, California