Contact Center Representative

NW Priority Credit Union is excited to offer a new position to join our team at our Beaverton branch. An entry-level contact center employee services as the primary point of contact for members, handling various types of inbound calls and communication. Their responsibilities include answering member inquiries, resolving issues, providing product or service information, and ensuring a positive member experience. This position is best suited for someone with financial experience, who has strong communication skills, problem-solving abilities, and the ability to work efficiently in a fast-paced environment are essential for this role while upholding the credit union philosophy of people helping people.

Core Job Requirements

• Respond to member questions and concerns via phone and email ensuring accurate and timely responses.
• Identify and troubleshoot member issues, offering solutions within company guidelines or escalating to higher-level support when necessary.
• Provide exceptional member service by assisting with members digital inquiries (mobile and online banking) and engaging with the Contact Center Supervisor when needed.
• Recognizes members’ needs to proactively open, maintain and update personal accounts and refer members to other services such as loan services and investment services.
• Offer detailed and accurate information regarding company products, services, and policies to assist members. Regularly update knowledge on new products, services, or company policies to provide accurate and current information to members.
• Ensure that members’ unresolved concerns are tracked and followed up promptly to guarantee resolution.
• Provides routine information on credit union services, policies, membership eligibility, type of credit union accounts, inquiries regarding account balance, status and history. Performs all types of non-monetary transactions within established limits to prevent fraud and losses.
• Entering stop payments for checks and check reorders. Completes appropriate documents and refers them to Accounting/Electronic Services for assistance when necessary.
• Assist members with online banking password resets and enrollments. Ensuring successful login attempt while on the phone with member. Enroll members in mobile deposit as requested and approved.
• Process convenience pay requests by members.
• Process lost debit and credit cards by completing forms and issue replacement.
• Scan paper documents into Laserfiche.
• Work with colleagues and supervisors to share knowledge, improve processes, and enhance team performance.
• Completes job assignments delegated by Contact Center Supervisor.
• Responsible for complying with all laws, statutes, rules, and regulations which govern the credit union, including but not limited to all components of the Bank Secrecy Act provisions of the US Patriot Act.
• Participate in required meetings and training.
• Performs other duties as assigned by management.