Contact Center Representative II
4 weeks ago
Why Westerra?
Here at Westerra Credit Union, every employee counts. Our teams are composed of high-performing individuals committed to being HONORABLE, INVENTIVE, and CURIOUS, which makes them GREAT Our team members show up every day authentically being themselves and our diversity, equity, inclusion and belonging (DEIB) focus is a critical pillar of our organization. We want you to feel comfortable being YOU.
All of our team members are working towards the same purpose - to teach one another to prosper. We strive to be a modern financial community where we all truly belong, both in the eyes of our employees and the members that we serve. We can't wait to see how you will contribute to this purpose, positively and intentionally, by impacting our members’ lives through personal attention, financial education, community engagement and much more. This is true regardless of your role, as we are all member-facing. Founded by schoolteachers in 1934, we are a learning organization at our core and embed a growth mindset in our employees so that we all prosper
What is the role?
The Contact Center Representative II, will be part of an inbound Contact Center team via various channels including chat, phones and online banking messaging. The representative will deliver wholehearted member service, and offer tailored options and solutions to our members, with the goal of deepening member relationships. Uses advanced knowledge of procedures, products, and services to provide solutions for our members and provides support for other team members.
What will be expected of me?
- Deliver Westerra Experience (WX) and Ways to Be with every interaction.
- Focus on our member experience by delivering great, genuine, member service via remote channel.
- Provide support for our supervisor team and our support team.
- Have an advanced understanding of banking products, services, regulations, and procedures.
- Help deliver continuous training to current staff, and help train new employees.
- Educate members on options and solutions to make their banking experience easier.
- Offer products to members tailored to their specific goals.
- Listen to member requests and identify the right solution for their needs.
- Problem solve and navigate through the use of multiple systems to identify member needs and solutions.
- Adapt to process changes and imbed into daily routine.
- Collaborate with cross functional departments to improve our member experience.
- Contribute to the success of the team.
- Meet or exceed Contact Center performance metrics.
- Other duties as assigned.
Experience/Education:
- 4+ years in experience in customer service.
- Minimum 2 years’ contact center experience.
- High School Diploma or GED.
- Ability to provide an uplifting, yet realistic, outlook on what the future holds and the opportunities it might present.
- Ability to navigate effectively through multiple systems.
- Ability to prepare teammates for success with new responsibilities.
- Meet and exceed member and internal partner expectations.
- Ability to choose the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions.
- Ability to adjust effectively to changes in work responsibilities or environment.
- Exhibits strong verbal and written communication skills.
- Detail oriented with strong organizational and time management skills.
- Must maintain high-level of confidentiality.
What is the work environment like, and are there physical requirements for this role?
- Flexible, dispersed team environment both on Westerra campus and remote
- Includes in-office rotation at Cherry Creek HQ one week per month
- Works primarily at desk
- No travel between branches required
- No physical requirements
- Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options
- Two dental plans through Delta Dental
- Basic life and AD&D insurance, short-term disability and long-term disability
- 20+ days of paid time off (PTO) per year
- Anniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY)
- 16 hours of volunteer time off (VTO) per year
- 11+ paid holidays
- 401(k) that includes up to 6% match
- Up to $5250 per year for educational reimbursement
- Partial paid parental leave
- Mental health resources including an Employee Assistance Program (EAP)
- Home office reimbursement for hybrid/remote roles
- Individualized learning and development programs
Please note, applications will be accepted until at least May 21, 2024.
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