What are the responsibilities and job description for the CONTACT CENTER REP position at Central Willamette Credit Union?
Respect. Integrity. Ethics. Compassion. Humor.
At our Credit Union these five core values aren’t just words on a wall, they are our daily way of life. Our purpose is to build local loyalty, connect to community and make life easier for those we serve. To accomplish this, we hire team members who demonstrate a strong desire to serve others, who embrace change, who are eager to learn and who enjoy a good laugh.
POSITION PURPOSE
To be the first point of contact for our members by answering all incoming telephone calls and trying to accomplish first call resolution. If needed, transferring calls to the appropriate department personnel in a manner consistent with the Credit Union's mission and philosophy. Assist members in a timely manner with routine transactions, balance inquiries and other teller related functions while maintaining an excellent member experience.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Member Service & Transactions (90%)
- Handle phone calls professionally, ensuring a positive member experience.
- Direct members to appropriate staff and provide exceptional service aligned with Credit Union standards.
- Process loan payments, withdrawals, transfers, check orders, and routine clerical tasks.
- Manage account-related tasks, including blocking and reordering plastic cards, processing stop payments, closing loans when appropriate, and handling disputes.
- Research and resolve member concerns, complaints, and technology issues.
- Provide assistance with online banking and account inquiries.
- Educate members on Credit Union products and services, including Wealth Management Services.
- Provide referrals for appropriate financial solutions.
Compliance, Training & Collaboration (10%)
- Maintain up-to-date knowledge of Credit Union policies, regulatory requirements, and security measures.
- Participate in ongoing training and work collaboratively with team members to uphold CW Values.
- Execute additional duties as required.
EDUCATION/EXPERIENCE REQUIREMENTS
- High school diploma or equivalent.
- 1 years of customer service experience required; experience in a financial institution is preferred.
- Previous multi-line telephone system experience desirable.
- Basic computer skills are required and necessary to complete tasks outlined in the essential functions and responsibilities.
PHYSICAL REQUIREMENTS
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Occasionally required to work remotely in a secured, private workspace
- Ability to sit or stand within proximity of a computer terminal for extended periods.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
- Flexibility to work from home in the case of inclement weather or other Credit Union needs is required.
