Call Center Representative

Member Solutions GuideWhen joining Elevations, you can expect to work for a company with:A leadership team that strives to make this the best place you've ever worked!A focus on supporting our employees' mental, physical, and financial well-beingA commitment to diversity, equity, and inclusion recognized by the Denver Business Journal and Colorado Association of RealtorsA highly engaged workforce devoted to innovation, continuous improvement, and collaborationA reputation for excellence, as evidenced by being a two-time recipient of the Malcolm Baldrige National Quality AwardA passion for consistently providing amazing experiences and creating raving fansIf you join our team, here are some of the perks you can expect:A competitive total rewards package with 4 weeks paid time off for full-time employees, work anniversary paid time off, paid volunteer time off, and 12 paid holidaysComprehensive medical, dental, and vision plans with employer contributions to supercharge your Health Savings AccountUp to a 4% match on 401(k) contributionsUp to twelve weeks of fully paid parental leaveAn extensive Employee Assistance Program that provides personalized care options for your whole householdAmple opportunity to learn, develop and grow with access to LinkedIn Learning, career and leadership development programs, job shadowing, a mentor program, and tuition reimbursement up to $5,250/yearLocation:Hybrid role - Broomfield, CO - Elevations BasecampEmployees who are able to perform the essential functions of their jobs away from an Elevations location may do so with the expectation that they are onsite at least fifty percent of the time over a two-week pay period.Summary/Objective:Our members rely upon the Member Solutions Guide (MSG) to be their trusted go-to source for help with any account maintenance, transactions, products, online assistance and account troubleshooting. An MSG continually demonstrates a superior approach to service as they engage internal and external members over the phone by providing the highest level of member service. In so doing they will create raving fans and amazing experiences—every member, every time.Essential Functions include:Exhibits passion for Elevations Credit Union (ECU) and demonstrates Elevations' core values, Integrity, Respect, Passion, Creativity, and Excellence.Demonstrates the PEAK'T service model while engaging with internal and external members, utilizing open ended questions to understand and identify appropriate solutions to their immediate or underlying needs. In so doing, seeking to achieve first call resolution while protecting the integrity of our member's accounts.Demonstrates operational excellence through compliance of established policies, procedures, and processes.Has knowledge of products including but not limited to deposit accounts such as checking, savings, and CDs, etc. as well as loans- auto, personal, home, etc.Assists members with not only their existing products but identifying opportunities to educate them on online self-service capabilities and/or new products.Performs a variety of support and off phone tasks including but not limited to member survey follow up, service events, and online compliance courses.Reports to:Contact Center ManagerManages:This role does not have supervisory responsibility.Required Education and Experience:High School diploma or equivalent GED.Minimum of one year in fast-paced customer service, sales, or banking experienceExcellent written and verbal communication, to include written and verbal instructionsUnderstanding of Apple, Android, PC and Mac systemsDemonstrated adherence to Federal and State laws and regulations governing applicable to the Credit Union, including the Bank Secrecy Act.Preferred Education and Experience:Bilingual English/Spanish speaking highly preferred – includes $150/month bilingual bonus after passing aptitude assessmentWork Environment:Elevations uses multi-factor authentication to keep our data safe. As such, a personal smart phone is a requirement for employment with us. This job operates in an office setting and routinely uses standard office equipment.Physical Requirements:Sitting frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10 lbs of force occasionally to lift, carry, push, pull, or move objects.Position Type/Expected Hours of Work:Full time / 40 hours per weekM-F 9:00-6:00 & every 3rd Saturday 8:00am-1:00pmClassification:Non-ExemptCompensation:The person hired into this position will likely earn between $20.43- $25.55 per hour + annual bonus.Actual compensation offered may vary from the posted hiring range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.Anticipated Application Window:This role is anticipated to close within 25 days from the date of posting. However, if the position has not been filled, Elevations may keep the application period open longer.Other Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.About Us: Elevations Credit Union is a member-owned not-for-profit financial institution serving Colorado's Front Range. Founded in 1952, we've grown from 12 members and less than $100 in assets to an institution with 15 branches and more than 170,000 members that manages over $3 billion in assets and is the No. 1 credit union mortgage lender in Colorado. At Elevations, we've made a commitment to move away from a product-centered business model and focus instead on creating consumer solutions. Our objective is to provide our members, as well as the entire community, with unbiased consumer information.EEO Statement: The Credit Union is dedicated to the principles of equal employment opportunity. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), sex, sexual orientation, gender identity, gender expression, color, religion, creed, national origin, ancestry, disability, military status, genetic information, marital status, or any other status protected by applicable state or local law.Candidates for certain positions may be required to submit to a credit history report in determining qualification for employment with Elevations Credit Union. If the position you are applying for requires a credit history report, any information received in such a report will not be the sole factor in making an employment decision. A history of personal financial irresponsibility may be reason for disqualification insofar as it relates to your potential job duties. Elevations Credit Union is aware that occasionally there are extenuating circumstances that may affect an individual's credit history. We comply with the Fair Credit Reporting Act and the Colorado Employment Opportunity Act.ELEVATIONS CREDIT UNION'S COMMITMENT TO PRIVACYYour privacy is important to us. When you use this Careers site to apply for a job at Elevations Credit Union ("we" and "us"), we collect your personal information. Examples of personal information collected on the Careers site include your name, contact details, and information you provide for purposes of job applications. We do not sell your personal information to a third party. We may share your information with a third party who is performing a service for us related to job applicants. If you have any questions about this privacy statement, please contact us.Applicants have rights under Federal Employment LawsKnow Your Rights PosterEmployee Polygraph Protection Act (E