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Contact Center Representative (Hybrid)

Contact Center Representative (Hybrid)

Red Rocks Credit UnionLittleton, CO, USA
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Join Red Rocks Credit Union and enjoy an awesome culture and an overall great place to work. As a Red Rocker, you can expect a rich wellness benefits package that aligns with our core values. This includes :

  • Flexible Paid Time Off
  • Fortune 500 Health Medical Plans - We offer comprehensive medical plans
  • 11 Paid Holidays
  • Mental Health Days - We prioritize your well-being by providing two mental health days annually.
  • Birthday PTO
  • Paid Volunteer Time
  • Employee Loan Discount - 2% employee loan discount on all loan product types including fixed-rate loan, HELOC's, credit cards, and lines of credit.
  • 401k Employer Match - Enjoy a 100% match on your first 3% and 50% match on your next 2% with no vesting period
  • Milestone Bonuses - Celebrate life's milestones with a $1,000 award
  • Work from Home Opportunities
  • Employee Referral Program - Earn up to $5,000 per referral
  • Tuition Reimbursement - Receive $1,500 annually for furthering your education
  • Career Pathing - a plan that provides clarity for your growth and development

A career at Red Rocks CU is an opportunity for immediate impact and embarking on a path to enriching livesTM, including your own and those in our community. Our culture is fueled by our Core Values; Relentless Care for Others, Doing the Right Thing and Doing It Well, and Engaged Collaboration. We're committed to helping you uncover your purpose and empowering you to turn dreams into realities for our members, Red Rockers, and the community. At Red Rocks CU, we extend beyond traditional banking to assist our members in seizing opportunities and building a brighter financial future that spans a lifetime.

Essential Functions :

Member Phone Calls

  • Provide excellent member service by processing transactions effectively.
  • Accurately identify and validate members through remote channels.
  • Open deposit accounts for existing members as needed.
  • Drive deposits of new money through financial advocacy for members.
  • Provide account balance information and transfers.
  • Provide correct forms or follow up information to members.
  • Handle escalated complaints and disputes per established policies and procedures.
  • Keep hold times, wait times, abandoned calls and handling times to a minimum.
  • Be available to take phone calls in the member service call queue during working hours.
  • Support outgoing service call projects as required. Support outgoing service call projects as required.

    • Build Member Relationship

  • Listen actively to members and provide appropriate answers and / or solutions.
  • Uphold high levels of written and verbal communication.
  • Be "one point of contact" for members with questions or specific credit union needs when possible.
  • Meets established service level expectations for incoming calls, member callbacks, and other member requests.
  • Protects member information, following all applicable policies, procedures, rules, and regulations, and ensures safety and soundness within role.
  • Works with excellence with internal levels of service and cooperation to meet member needs.
  • Uphold RRCU service standards.

    • Remote Channels

  • Assist members through remote channels, upholding established service level expectations.
  • Process interdepartmental requests for account closures, check orders, and other tasks as assigned.
  • Process member outgoing wire transfer requests while following all established policies and procedures.

    • Teamwork

  • Assist with internal chat questions from team and interdepartmental requests.
  • Assist Support Services manager with new hire training and department cross training.
  • Assist with monitoring task queues for appropriate service level expectations.

    • Desired Performance Competencies

  • Continuous Improvement
  • Emotional Intelligence Essentials
  • Managing Work Standards
  • Member / Customer Orientation
  • Technical / Professional Knowledge and Skills
  • Positive Approach

    • Experience :

  • Requires one month to one year of similar or related experience.
  • Requires a high school education or GED.
  • Competencies :

    • Member Service, professionalism

  • Accuracy
  • Compliance, confidentiality
  • Complies with all policies and procedures, including without limitation, acting professionally, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of the member
  • Teamwork
  • Communication (even in tense situations)
  • Desire to learn financial wellness
  • Basic knowledge of savings and credit
  • Basic knowledge of fraud / assisting members with fraud issues
  • Work involves much personal contact with others inside and / or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
  • The Credit Union follows a hybrid work structure for some positions where employees can work remotely. On a weekly basis all WFH employees are required to be in office on Tuesdays and Thursdays. Based on the demands of specific tasks or department requirements, WFH employees may need to be available for in office work at their manager's discretion.

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    Contact Center Representative • Littleton, CO, USA

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