Description
The Senior Representative, Contact Center Sales & Service handles complex and escalated inbound member calls to identify and offer products and services that meet the member's financial needs, as well as troubleshooting and resolving member inquiries. The Senior Representative aims for first contact resolution and is focused on building lasting member relationships through exceptional service.
Primary Responsibilities:

• Handle complex and escalated inbound member calls and perform member financial transactions
• Identify and offer the best products and services to meet the member's financial needs, including partner services such as insurance, investments and mortgage
• Support member digital inquiries (mobile and online banking), escalating to eSupport or Help Desk as appropriate
• Meet quarterly call efficiency metrics and sales objectives for a Senior Representative
• Actively evaluate the member interaction to determine satisfaction level, de-escalating / troubleshooting or escalating as appropriate to critically assess each member's unique needs
• Liaise with back office and support teams and partner services to facilitate offering of products and services and ensure member needs are being met
• Initiate member applications as appropriate
• Participate in training and utilize available resources to maintain in depth current knowledge of all current credit union products and services
• Partner with leaders for issue resolution, proactively identifying ongoing training requirements
• Mentors other Representatives on a day to day basis, assisting them in meeting call efficiency and sales expectations

Experience and Education Requirement:

• Minimum Education: High School Diploma
• Minimum 3 years' experience in a contact center, preferably in the financial service industry, including a proven track record in successfully handling member escalations and meeting sales goals
• Some experience successfully mentoring and/or coaching others
• Demonstrated effective time management skills and the ability to work independently or in a collaborative team environment
• Demonstrated understanding of business processes and procedures as well as downstream impacts
• Ability to work in fast-paced environment and meet deadlines without sacrificing member service
• Aptitude for learning a variety of computer systems and using technology to solve member issues
• Excellent verbal and written communication skills; able to express ideas concisely and logically
• Excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections
• Strong analytical and decision-making skills with attention to detail
• Fluency in Spanish is preferred
• Advanced knowledge of Microsoft Office Suite
• Certification/License: N/A

Location: Hillsboro Corporate Office
Schedule: 40 hours per week Monday-Friday; various shifts available starting at 6:00am and ending at 6:30pm to support a work/life balance

Target Compensation in Hillsboro, OR:

• Sales and Service Representative Senior: $22.43 - $23.80 per hour quarterly incentive

Benefits options include

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)