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Contact Center Representative

Central Willamette Credit Union

This is a Full-time position in Albany, OR posted March 24, 2021.

Respect. Integrity. Ethics. Compassion. Humor.

At our Credit Union these five core values arent 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.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
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.
  • Answer incoming phone calls in a friendly, professional, courteous manner and direct members to appropriate staff for efficient servicing of their needs.
  • Administer automated calling system and provide effective management of calling queues.
  • Meet target goals as outlined in the incentive plan.
  • Accept and process telephone requests for savings and loan payments.
  • Provide routine information concerning Credit Union services and members’ accounts, in accordance with Credit Union policy.
  • Perform member phone requests for withdrawal, transfers, and account inquiries.
  • Process member check orders.
  • Deliver excellent member experience in relation to Credit Union standards.
  • Process address change requests from the post office.
  • Reply to member correspondence received through the Credit Unions website.
  • Research and resolve member questions, complaints, and account queries.
  • Educate members on the use of the Credit Unions Technology (i.e. plastic cards, ATM, text banking, mobile banking, CU Online) and assist in the resolution of problems that arise in the use of that technology.
  • Promote, cross sell, and counsel members on Credit Union products and services in a professional and consistent manner.
  • Process member requests for check copies, statements and counter checks.

QUALIFICATIONS
  • Ability to correspond professionally and effectively with members via phone and email communications.
  • Ability to learn and apply new technologies, processes, and procedures in a timely manner.
  • Must possess a professional, friendly communication style and a can-do attitude.
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.

Disclaimer: All offers are contingent upon the candidate successfully passing a criminal background check and pre-employment drug screening, which includes screening for marijuana. Central Willamette is a federally regulated financial institution. At the federal level, marijuana is an illegal Schedule I drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.

BENEFITS

Employees are eligible for medical, dental, and vision coverage the first of the month following their date of hire. After a 90 day wait period, employees are eligible to enroll in Group Life Insurance and Short and Long Term Disability. After 6 months of employment, employees are eligible to enroll in the 401k Plan. In addition, we offer paid vacation, sick time, and paid holidays.

EEO STATEMENT

Central Willamette provides equal employment opportunity without regard to race, gender, age, disability or any other classification protected by law. This policy applies to all areas of employment, including recruitment, hiring, training, development, promotion, transfer, termination, layoff, compensation, benefits, social and recreational programs, and all other conditions and privileges of employment in accordance with applicable federal, state and local laws.

It is the policy of Central Willamette to comply with all provisions of the Americans with Disabilities Act (ADA). Central Willamette will not discriminate against any qualified employee or job applicant with respect to any terms, privileges, or conditions of employment because of a person’s physical or mental disability. Central Willamette will also make reasonable accommodations whenever necessary for all employees or applicants with disabilities, provided that the individual is otherwise qualified to safely perform the duties and assignments connected with the job and provided that any accommodations made do not create an undue hardship to the Credit Union.

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