Contact Center Representative I

Member Contact Center Representative

Are you ready to be the friendly voice that makes someone's day? As a Member Contact Center Representative, you'll be the heart of a fast-paced contact center, delivering exceptional service with a smile (even over the phone!). You'll be the go-to expert for our members providing quick, clear, and accurate answers about everything from savings accounts and loans to the latest promotions. You'll play a key role in solving problems, sharing product knowledge, and making every interaction count - all while keeping our members happy and informed from the very first hello!

We have multiple openings available throughout our Anaheim Hills Operations Center & Pasadena Administrative Office, apply now!

Essential Position Functions :

• Consistently provides a high level of service and is committed to increasing member satisfaction.
• Demonstrates adherence to the Member Contact Center (MCC) 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 learning how to deliver 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.
• Actively participate in training / self development to understand the basics 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. Learn how to contributes to Wescom growth through needs-based sales and service skills to match services to member needs.
• Ensures 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 applicable skills to effectively utilize 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 MCC 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, Experience, Skills and Abilities :

Computer Skills :

Mathematical Skills :

Physical Demands :

Work 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 the supervisor and / or management.

If you are applying for a Hybrid / Remote position, please note applicants are required to reside within our Wescom service areas which are defined as the following counties : Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial, Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus and Tulare counties.