Member Services Representative

3 weeks ago

Vancouver, Washington, United States Columbia Credit Union Full time
About Columbia Credit Union

Columbia CU is a comprehensive financial organization with $2.3 billion in assets and over 100,000 members. We take pride in our dedication to "Making Life Better" in the communities we serve. Since our inception in 1952, our commitment to this mission has garnered us numerous local accolades, including:
  • Best of Clark County Award / The Columbian
  • Best in Business Award / Vancouver Business Journal
  • Corporate Philanthropy Award / Portland Business Journal
Columbia CU Guiding Principles

Vision: To be the most trusted, respected, and sought-after financial institution, delivering innovative solutions and support for our employees, members, and the communities we serve.

Mission: Uniting individuals to enhance their lives and the well-being of their communities.

Value Proposition: Gaining your trust through knowledgeable personnel and digital options, allowing you to engage with "Columbia" at your convenience.

Leadership Philosophy: Our leaders inspire enthusiasm and accountability, fostering engagement and transparent communication. By aligning everyone with our shared vision, they model and expect excellence from individuals and teams.

Core Values

People - We are passionate about supporting each other and our members.

Community - We are dedicated to contributing to the success and growth of the communities we serve.

Financial Wellness - We are committed to providing financial education, tools, and assistance that promote financial stability for our organization, our members, and the communities we serve.

Benefits
  • Medical, Dental, and Vision coverage for employees, effective the first of the month following hire date.
  • Accrued Paid Time Off, Extended Sick Time, and 11 Paid Bank Holidays.
  • 401k Match - 100% match up to 6% of employee contributions.
  • Full-time remote work options may be considered after on-site training and meeting all work-from-home requirements.
  • Tuition Assistance.
  • And more.
About The Role

The Contact Center Specialist is responsible for assisting members with account-related inquiries and membership needs via phone and electronic channels, in accordance with Columbia's policies and service standards. This role also involves collaborating with fellow Contact Center Specialists and other departments to find solutions to various inquiries. A commitment to delivering exceptional service by prioritizing the member's needs is essential. The specialist will handle a variety of transactions while attentively listening to the unique requirements of our members, providing innovative solutions as we strive to "Make Life Better" and ensuring exceptional service in a friendly and efficient manner.

Key Responsibilities:
  • Adhere to Columbia Credit Union Service Standards.
  • Accurately process member transactions and requests.
  • Deliver excellent member service by minimizing wait times for inbound callers.
  • Process account maintenance requests, including address changes and transaction research.
  • Maintain knowledge of and comply with Currency Transaction Reporting requirements and Columbia's Bank Secrecy Act compliance program.
  • Exercise independent judgment within established authorizations.
  • Identify and refer members to business partners in Home Loans, Insurance & Investment, and Business Services.
  • Participate in cross-functional projects, promotions, and training.
  • Perform additional tasks as assigned by department leadership in line with the position.
  • Assist members with account maintenance, including account research and fraud processes.
  • Communicate with members through various channels, such as Chat, Email, Video Chat, and Phone.
  • Educate members on CCU products and services, including digital offerings.
  • Maintain up-to-date knowledge of all credit union products and services, recommending solutions to enhance member experiences.
  • Foster teamwork and collaboration within Member Service and across departments.
Requirements:
  • Minimum of 1 year of experience in a financial institution or call center environment, or at least 6 months in a member-facing role at Columbia Credit Union.
  • Professional demeanor, alertness, and neat appearance with a positive attitude.
  • Excellent verbal and written communication skills.
  • Team-oriented mindset.
  • Highly organized and detail-oriented with the ability to multitask.
  • Sound decision-making abilities.
  • Strong computer skills.
  • Availability to work during Call Center hours.
  • Consistent and reliable attendance to meet service level expectations.
Compensation:
  • $23.00 per hour.
  • Potential for a $1,000 Retention Bonus.
Columbia Credit Union adheres to all required COVID-19 health protocols.

Equal Opportunity Employer/AA

Must be 18 or older to apply.

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