Contact Center Representative (Hybrid)

Westerra Credit Union is dedicated to empowering its members to take control of their financial futures through a culture of genuine care and collaboration. The Contact Center Representative role involves assisting members with inquiries, resolving account issues, and providing information about financial products and services to ensure a positive experience.ResponsibilitiesAssists members with transactional needs according to established processes and service standards, including answering member inquiries and issue resolutionAbility to stay composed and handle challenging situations effectivelyUnderstands and speaks to members about Westerra's products and services; referring them to the appropriate team memberAssists members with technology and digital solutions at their disposalConsistently demonstrates the Westerra Way Experience and complies with all policies, procedures and Federal and State laws and regulationsMaintains high level of confidentialityOther duties as assignedSkills1+ year experience in customer serviceAbility to listen and respond to member/customer needs, seeking clarification when neededUnderstanding of product and services offered through the credit unionAbility to stay composed and handle challenging situations effectivelyStrong verbal and interpersonal communicationProven attention to detailAbility to solve problems and respond with appropriate solutionBasic Computer KnowledgeAccountable for basic short-term tasks and work is primarily routine and follows standard proceduresUses basic judgement under close supervision or instructionUnderstanding of procedures for basic technical, administrative, or operative tasksPrior call center experienceBanking or Credit Union experienceBenefitsThree health plans through UMR that offer a variety of coverage options, including HSA and FSA optionsTwo dental plans through Delta DentalBasic life and AD&D insurance, short-term disability and long-term disability20+ days of paid time off (PTO) per yearAnniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY)16 hours of volunteer time off (VTO) per year11+ paid holidays401(k) that includes up to 6% matchUp to 2% off the rate on a new Westerra mortgage, applicable to primary residence, second home, or investment property2% off Auto/RV/Motorcycle LoansUp to $5250 per year for educational reimbursement4 weeks of paid parental leaveMental health resources including an Employee Assistance Program (EAP)Individualized learning and development programsCompany Overviewwesterracu offers wide variety of financial products and services to our members, and are known for our commitment to service excellence. It was founded in 1934, and is headquartered in Lakewood, Colorado, USA, with a workforce of 201-500 employees. Its website is https://www.westerracu.com/.



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