Sr Contact Center Representative

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Salary Grade:

Salary Pay Range for This Position:

POSITION SUMMARY:

This role is pivotal in enhancing technology, providing exceptional member service, promoting optimal member engagement, and facilitating transactions across various communication channels. The Concierge will support the enterprise by addressing complex issues and serving as the point of contact for Team Members. They will also contribute to the adoption of new technology to improve member experiences.

Provides assistance and guidance to contact center staff with member inquiries, transactions processing, requests and concerns in addition to assisting with policy and procedure questions and escalations. Assists immediate supervisor with tracking overall agent performance, development and staff motivation. Assists with training Contact Center staff such as Nesting and Double Jacking.

ESSENTIAL POSITION FUNCTIONS:

Technology Enhancement: Lead efforts to enhance technology, contributing to the adoption of new tools and the improvement of existing platforms to optimize member experiences and streamline processes.

Enterprise Support and Escalation Management: Serve as a critical liaison between the concierge team and various departments across the enterprise, addressing complex issues and escalating matters that span multiple areas. Actively collaborate with stakeholders to ensure seamless resolution of member concerns and uphold the highest standards of service excellence.

Member Service Excellence: Deliver prompt, efficient, courteous, and professional interactions through multiple communication channels, including telephone, chat, social media, email, and mobile devices. Serve as a subject matter expert in resolving member service needs and providing expertise on credit union products and services.

Membership Support: Assist members in establishing membership share accounts and related products and services, completing necessary documents, and performing data entry while ensuring compliance with audit requirements.

Product Education and Promotion: Educate members regarding credit union products, services, and current marketing promotions. Encourage new members to become signature members within the first 120 days of joining the credit union and engage existing members to deepen their product and service usage.

Financial Services Referrals: Make referrals to insurance, investment services, and real estate services. Provide assistance and guidance to members regarding transaction processes, requests, and concerns. Support members with savings products, including checking, certificates, and money market accounts.

Loan Process Support: Assist members with consumer loan applications processing, including auto loans, credit cards, share-secured loans, and unsecured lines of credit. Advocate throughout the loan process, fund loans, and provide basic credit review counseling for declined loans.

Training and Development: Support the training of new contact center representatives, providing guidance on policies, procedures, and escalations. Serve as a resource for contact center representatives, answering questions and assisting with floor monitor functions.

EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:

High School Diploma or Equivalent Experience required.

Previous financial industry and customer service experience preferred.

COMPUTER SKILLS:

Proficient in Microsoft applications (Word, Excel, Outlook). Must be proficient in technology applications including the Credit Union's operating system and specialized software required for performance of position.

MATHEMATICAL SKILLS:

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 percentages.

PHYSICAL DEMANDS:

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 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

This position may qualify as Remote or Hybrid with a home base at one of Wescom's offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee.

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. 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 functions.

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 the supervisor and/or management.