Contact Center Digital Representative Job at Central Willamette Credit Union
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
- Engage with members through digital channels, assisting with incoming electronic communications and phone calls in a courteous and professional manner, processing requests for various monetary and service transactions.
- Educate members on the use of Credit Union technology (e.g. plastic cards, ATM, text banking, mobile banking, online banking and bill pay, remote deposit, etc.) and assist with associated problem resolution while increasing adoption of existing self-service options.
- Build member relationships through consultative cross-selling and promotion of next-best product or service, counseling members on Credit Union products and services in a friendly, professional and consistent manner.
- Process routine transactions, wire requests, and file maintenance functions such as setting up internal recurring transfers, as well as routine clerical tasks such as ordering checks, providing member check copies, statements, and card services.
- Assist members with online banking needs and problem resolution, including but not limited to secure messaging requests and password resets.
- Research and resolve member questions, complaints, and account queries.
- Process address change requests from the post office.
- Meet target goals as outlined in the incentive plan.
- Administer automated calling system and provide effective management of digital and call queues.
- Provide routine information concerning Credit Union services and members' accounts, in accordance with Credit Union policy.
- Maintain a comprehensive knowledge and understanding of all Credit Union products, services, and technology.
- Deliver excellent member experience in relation to Credit Union standards.
- Reply to member correspondence received through the Credit Union’s website.
- Ability to work extended branch hours including Saturdays.
- Submit loan applications to be referred to Financial Consultants
- Cooperate and work with co-workers as a team member
- Performs all responsibilities in accordance with CW Values, compliance, regulatory and Information Protection requirements.
- Attend training and comply with CWCCU policies and procedures as well as applicable State and Federal regulations
- Performs additional duties as assigned
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