Contact Center Representative I (Bilingual Preferred)

Harborstone Credit Union Position

Harborstone operates as one of the most committed and passionate credit unions in the state of Washington. Our culture is about people, it's the foundation of everything we do and we work hard to demonstrate our values in every interaction. Our mission is to create a thriving community by helping our members realize their full potential. In order to deliver on this, we hold ourselves accountable to viewing our business from a growth mindset lens, this ensures we stay empathetic and we solve for our membership's real-life financial needs or pain points. We are not out to sell our "banking" products and services, our sole motive is to create a cooperative of people who help people, and provide the relevant products and services that enable our membership to manage their everyday financial needs.

Compensation: Minimum $20.00/hour to Maximum $30.00/hour. Placement in the pay scale will be determined by experience and qualifications.

Responsibilities

Bilingual Preferred

• Proactively engage and manage member relationships by putting member's financial needs and goals in the center of the conversation at every interaction.
• Act as a financial coach that helps their members set goals and celebrates when they achieve them.
• Effectively develop and maintain relationships with new and existing members.
• Communicate effectively by member's preferred communication channel, either in person, by phone, or by email.
• Develops and maintains ongoing product and industry knowledge to ensure confident financial recommendations and advice, including those provided through all business units and third parties.
• Makes appropriate recommendations and decisions for lending, deposit, and service charge requests that balance the needs of the member with the needs of the membership and promotes a growing financial cooperative.
• Refers products and services that expressly meet members' goals, financial dreams, and reduce money stresses by considering the long-term impact of credit and deposit products to the member.
• Strives to resolve all member calls with a one call resolution, ensuring confident, accurate, timely information is shared with members.
• Manage member concerns and understand escalation process when needed.
• Maintain understanding of all consumer and business-related products and services to effectively refer products and services to members.

Qualifications

Demonstrate a deep sense of urgency in answering our member's calls quickly to show them that we care about being easy to reach when they need us most.

Excellent communication skills are required to proactively engage with members regarding specials and promotions which contribute to their overall financial wellbeing.

Demonstrates a strong sense of urgency in answering and managing the call queue daily.

Build strong and lasting financial relationships with members.

Demonstrates problem solving and critical thinking skills by leveraging resources effectively to meet members' needs.

Well-versed with lending products and demonstrates the ability to uncover needs and recommend appropriate options.

Demonstrates Member Experience behavior expectations, Member Experience relationship skills, and utilizes Member Experience tools.

Required Experience/Education:

Completion of Harborstone's internal training systems as required. Financial Navigator Training Certifications.

Basic Microsoft Office Skills.

High school diploma.

Physical Considerations:

Must be able to effectively read, write, and listen as well as communicate verbally, electronically and in written form with employees, members, board members, vendors, and the general public as required.

May be asked to handle, move, and/or carry large boxes of supplies weighing up to 50 pounds.

May require stooping, bending, squatting, and reaching for limited periods of time.

May require sitting and standing for long periods of time.