Contact Center Member Consultant (Personal Banker) I or II

About the role

Enjoy making a difference in peoples' lives? Join our dynamic Contact Center team of Member Consultants for an opportunity to create exceptional member experiences through account support, digital guidance, and needs-based recommendations. You'll research and troubleshoot technical challenges, guide members through online and mobile tools, and help them feel confident and secure in their financial journey. Our Contact Center is unlike any other! Here, you'll have the opportunity to truly connect with each member, understand their story, and champion their needs. You'll make a real impact-and we'll support you every step of the way. Ready to learn more? What your day may include: Demonstrating a strong member focus and passion for delivering exceptional service. Handling member interactions across multiple channels with care and professionalism. Communicating effectively with tact, diplomacy, and active listening Troubleshooting and resolving member needs, including digital banking and online tools. Creating positive, effortless experiences that strengthen long-term member relationships. Educating and cross-serving members to identify the best products and services for their needs Meeting or exceeding individual and team goals for referrals, quality, and member satisfaction. Paying attention to detail to ensure accuracy and consistency in every interaction. Communicating in ways that reflect our brand tone and style across verbal and written channels. Collaborating with teammates to balance workload and meet service level goals. Adapting positively to change and demonstrating resilience in a dynamic environment. Maintaining up-to-date knowledge of credit union products, services, and systems. Expanding and applying new skills through coaching, training, and ongoing learning opportunities. Adhering to credit union policies, procedures, and attendance expectations. Participating in credit union promotions, surveys, and community initiatives. Performing other duties as assigned to support team and organizational success. What you bring to the team: For Contact Center Member Consultant I: Competitive pay: $21.50 - $32.25 per hour, dependent on relevant qualifications plus an annual discretionary incentive plan and benefits The target starting pay for this position is $21.50 - $26.87 per hour, typically within the first half of the range . Actual offers will be based on individual qualifications relevant to the role and will not take an applicant's pay history into account. Minimum (1) one year of customer service or contact center experience Effective listening skills, the ability to analyze information and form recommendations Ability to communicate in person and via telephone in a courteous, tactful manner Excellent conceptual, organizational, and problem-solving skills Ability to analyze and interpret statements and use open-ended questions to obtain information Demonstrate analytical decision-making, critical thinking and problem-solving skills Comfortable working in a fast-paced environment Excellent attention to detail and follow-through. Strong self-management skills Ability to maintain privacy and confidentiality For Contact Center Member Consultant II: Competitive pay: $24.05 - $36.07 per hour, dependent on relevant qualifications plus an annual discretionary incentive plan and benefits The target starting pay for this position is $24.05 - $30.06 per hour , typically within the first half of the range . Actual offers will be based on individual qualifications relevant to the role and will not take an applicant's pay history into account. Minimum (2) two years of customer service or contact center experience Effective listening skills, the ability to analyze information and form recommendations Ability to communicate in person and via telephone in a courteous, tactful manner Excellent conceptual, organizational, and problem-solving skills Ability to analyze and interpret statements and use open-ended questions to obtain information Demonstrate analytical decision-making, critical thinking and problem-solving skills Comfortable working in a fast-paced environment Excellent attention to detail and follow-through. Strong self-management skills Ability to maintain privacy and confidentiality The ranges above allows our employees room for growth through annual merit and other pay increase during their tenure in the position. Position location: 400 Union Ave SE Olympia, WA. Employees must reside and perform all work in the state of Washington. This is a work from home/hybrid position with the exception of occasional on-site training, meetings and specific organization events. When you'd work: Monday - Friday, between the hours of 7:00 am - 6:00 pm and Saturday 9:00 am-2:00 pm. Full time minimum 40 hours per week, with scheduling flexibility to meet service needs for this non-exempt position Working from home/hybrid requirements: Reliable, high-speed home internet connection Private, confidential work

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