To excel in tasks specific to this essential role, as well as participating and helping develop our WCCU Cares culture. You would be responsible for providing outstanding service to our members and to our internal staff (TeamWCCU). Your actions will directly contribute to our goal of caring about our members, their financial needs, and our community.

Job Responsibilities includes assisting the Contact Center Manager in the direction and administration of Contact Center staff and operations. This position is also responsible for providing a full range of services to both members and prospective members in an efficient and professional manner. In this position, you are responsible for assisting the Contact Center Manager in achieving or exceeding goals. All job responsibilities must be accomplished while complying with all state and federal regulations and laws, including the Bank Secrecy Act, OFAC Policy, the Customer Identification Program and Red Flag Guidelines.

Supervisory Responsibilities:

• Monitor communication (call/message/email/etc.) volumes to ensure proper and prompt handling of support requests from members.
• Help define workflows for the most efficient processing of functions assigned including deposit and loan product originations.
• Works closely with Contact Center Manager, Operations, Risk Management, Lending, and Retail departments to ensure clear and accurate communication with the membership.
• Assist in the implementation of internal technologies to streamline tasks and functions.
• Keeps management informed of area activities and of any problems or concerns, as well as proactively suggesting areas of process or quality improvement.
• Help manage, train, and refine the skills of the Contact Center staff ensuring everyone has the resources available to be successful.

Contribute to the Achievement of Goals for our Membership, the Contact Center, and WCCU as a whole:

• Quickly and courteously performs in-bound and out-bound member communication while maintaining and projecting the Credit Union’s professional reputation.
• Actively cross-sells Credit Union products and services and provides sales leads to other departments.
• Provides accurate information on Credit Union products and services.
• Efficiently solves member problems by understanding the issue, gathering information, and identifying the problem. Refers problems to appropriate personnel if needed. Follows up, if necessary, to ensure problems are resolved.
• Maintains privacy of member account information, following all security procedures.
• Stays up to date on Credit Union regulations, priorities, and products and services.
• Has excellent knowledge of all Credit Union Products and Services. Follows all process, procedures, and policies to assure a quality Member Experience.

Additional responsibilities:

• Effectively handles the transition of communication between staff or departments (ie, announced transfer, descriptive voicemail, and/or email communication).
• Attend training sessions and Credit Union meetings as required.
• Assumes responsibility for Operations and Risk Management Department related duties as required or assigned.
  

ESSENTIAL CONDUCT EXPECTATIONS

CONTRIBUTE TO THE #WCCUCARES BRAND/CULTURE:

• Community involvement including local Chambers of Commerce, networking organizations, community organizations on Board/Committees/volunteering.
• Maintain and project the Credit Union's 5-star service and professional reputation.
• Resolve member and staff requests and questions promptly, friendly, and accurately.
• Suggest Products and Services that will help our members financially succeed.
• Volunteer at WCCU sponsored events and for your own chosen organizations.
• Support WCCU in its business decisions and strategic

PERFORMANCE MEASUREMENTS:

• Sales and service metrics are focused on and strived to be achieved.
• Member support functions are efficiently, effectively, and accurately performed in accordance with established policies and procedures.
• Communications are professional, friendly, and appropriate.
• Problems are courteously and promptly resolved at first request.
• Good working relationships and coordination exist with peers and with Supervisor is appropriately informed of area activities.

EDUCATION/CERTIFICATION: High school graduate or equivalent.

REQUIRED KNOWLEDGE: Knowledge of Credit Union products and services and cross-selling techniques. Thorough understanding of Credit Union policies and procedures Knowledge of Windows based PC applications.

EXPERIENCE REQUIRED: 3- 5 Years of Banking Experience, Contact (Call) Center Experience preferred.

SKILLS/ABILITIES:

Strong interpersonal, leadership, and supervisory skills. Coaching/Training skills

Ability to operate related computer applications and related business equipment. Ability to maintain an effective and efficient workflow.

Positive, can-do attitude Caring & community-oriented.

Strong Service & Sales skills – showing a desire for our members to succeed Excellent verbal and written communication skills

Ability to maintain confidentiality Well organized and detail oriented.

Ability to recognize and resolve problems, able to work well independently.

WORK SCHEDULE:

Monday-Friday 8:00 am – 5:00 pm

Saturday 9:00 am – 12:00 pm

Staff members work every other Saturday and in exchange a full Tuesday or Wednesday off.