Contact Center Specialist

$41,038 - $61,547/Yr

Twinstar Credit Union - Lacey, WA

Full-time - Entry Level

Remote - Lacey, WA

Credit Intermediation and Related Activities

About the position

The Contact Center Specialist at TwinStar Credit Union is responsible for establishing professional and quality service-based relationships with members, focusing on meeting their financial needs. This role involves providing information, processing transactions, and promoting credit union products and services while ensuring compliance with relevant regulations. The position emphasizes growth, support, and making a meaningful impact on the community.

Responsibilities

• Greets and welcomes existing & potential members calling the credit union in a courteous, professional and timely manner.
• Answers members' requests for information about statements, share withdrawals and loan payoffs; computes interest rates for loan payoffs.
• Introduces and sells all loan programs and services to members based on meeting their financial needs.
• Maintains an up-to-date and comprehensive knowledge of all credit union products and services.
• Attends internal training classes and actively participates in Bright Solutions University learning opportunities.
• Performs a variety of transactions on member and business accounts.
• Accurately and efficiently processes and records routine transactions for members including withdrawals, processing loan payments and money transfers.
• Performs MIP (Member Identification Program) process as outlined in the credit union's Bank Secrecy Act procedure.
• Ensures the security and confidentiality of private member information.
• Provides member service in certificates, stop payments, VISA/plastic card, CD's, Money Market, and other services, as applicable.
• Assists members with account services issues (i.e., resolve account problems and other services).
• Follows established security procedures (i.e., dual control, robbery, safety, cash control, etc.).
• Effectively participates in core Sales and Marketing initiatives through educating our members on program features and benefits.
• Works diligently to meet or exceed production and referral goals established by management.
• Maintains well-developed working knowledge of the assigned duties and job functions; keeping up to date and requesting additional training and/or development as needed.

Requirements

• 1-6 months related experience.
• Knowledge of Bank Secrecy Act, Patriot Act, Federal Right to Privacy Act, Fair Credit Reporting Act, Truth In Lending regulations; in addition to other state, and federal security laws and applicable regulations for banks and financial institutions.
• Knowledge of current products offered by competitors.
• Knowledge of the complete line of products and services offered.
• Knowledge of credit union policies, procedures and established processes and the Symitar system are preferred.
• Skill in dealing effectively and politely with angry members and solving member's problems.
• Skill in the use of Credit Union services such as Billpayer, ATM, VISA, audio response, home banking.
• Skill in time management and workload organization.
• Skill in utilizing phone system.

Nice-to-haves

• 7-11 months related experience.

Benefits

• Health savings account
• AD&D insurance
• Paid holidays
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Vision insurance
• Life insurance