Contact Center Representative I
Company: Wescom Central Credit Union
Posted on: August 5, 2022
Assists members in establishing memberships, share accounts and
related products and services through multiple communication
channels, completing necessary documents and performing data entry
of records in compliance with audit requirements. Communication
channels include, but are not limited to telephone, chat, email
and/or mobile devices. Performs transaction processing for members
and frequently serves as the initial point of contact between the
Credit Union and the members. Promotes optimal member engagement by
providing specific, accurate and timely information to members
regarding Credit Union products and services. Responsible for
educating members regarding current marketing promotions, for
engaging new members to become Signature Members within their first
120 days of joining the Credit Union, and for engaging existing
members to deepen their product and service usage with the Credit
Union. Makes referrals for insurance services, investment services
and real estate services.
ESSENTIAL POSITION FUNCTIONS:
Consistently provides a high level of service and is committed to
increasing member satisfaction. Demonstrates adherence to the
Member Service Center (MSC) 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 delivering Signature
Experiences and achieving successful results in the Member
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. May assist with consumer loan applications.
Knowledgeable 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
Targets and achieves individual goals in support of department
goals. Contributes to Wescom growth through needs-based sales and
service skills to match services to member needs. Ensures optimal
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 proficiency 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
MSC Responsibility Guidelines.
Communicates well both verbally and in writing, effectively shares
information and ideas with others, and demonstrates good listening
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
EDUCATION AND EXPERIENCE:
High school graduate. Previous financial industry experience or
call center experience preferred.
OTHER SKILLS AND ABILITIES:
Must be proficient in technology applications including the Credit
Union's operating system.
Proficient in Microsoft Applications (Word, Excel, PowerPoint and
Ability to add, subtract, multiply and divide in all units of
measure, using whole numbers, common fractions and decimals.
Ability to compute rates, ratios and percent and to draw and
interpret bar graphs.
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.
While performing the duties of this job, the employee is frequently
required to stand; walk; sit; use hands to finger, handle or feel;
reach with hands and arms, climb or balance, stoop kneel, crouch,
crawl; talk or hear and taste or smell. The employee must
occasionally lift and/or move up to 25 pounds. Vision abilities
required by this job include close vision, distance vision, color
vision, peripheral vision, depth perception and ability to adjust
focus. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
The work environment characteristics described here are
representative of those an employee encounters while performing
functions of this job.
The noise level in the work environment is moderately quiet and it
is a non-smoking 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
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
Keywords: Wescom Central Credit Union, Anaheim , Contact Center Representative I, Accounting, Auditing , Anaheim, California
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