Contact Center Representative

Harborstone Credit Union Job Post

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.

The Member Experience line of business includes all aspects of Member and Branch Experience; Contact Center Experience; Digital Services; Marketing; Community Development; Small Business Member Experience, Cash Management and Business Deposit Team.

Upholds legal, regulatory and compliance requirements unique to the role, in addition to Bank Secrecy Act, Anti-Money Laundering, OFAC, and Information Security policies and procedures. Completes annually required compliance and security awareness related courses as established by Harborstone Credit Union policies and / or practices.

Effectively builds trust with members and internal staff by embodying and demonstrating the Core Values of the organization (Trust, Advocacy, Prosperity, Equity, Empathy, and Simplicity). Consistently advocates for Harborstone's members, offering opportunities for financial equity and prosperity and the tools necessary to help them thrive. Demonstrates value and difference by expertly informing our communities of effective financial products, services, and solutions to help them attain their full potential.

Compensation :

Minimum $20.34 / hour

Maximum $34.60 / hour

Applicants with a desired mix of knowledge, skills and abilities can expect to be offered the following depending on the level they best fit :

CCRI $20.34 - $29.06

CCRII $22.28 - $31.83

CCRIII $24.22 - $34.60

Responsibilities :

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.

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

Deep expertise with lending products and demonstrates the ability to uncover needs and recommend appropriate options.

Knowledgeable in mortgage products and services with ability to refer members appropriately.

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

Knowledge of Harborstone and Business Partner's / Vendor's / CUSO's partnership and processes.

Ability to support training efforts within the call center teams, as applicable.

Understand the process of notary, medallion stamps, and signature guarantee services in order to guide member to the appropriate branch location.

Ability to understand, leverage, and build upon key strengths to help in the overall success of the cooperative as part of ongoing personal and professional development.

Understand Harborstone's 5-Year Strategic Plan, yearly Business Plan and Thematic Goal and the strategies required to achieve successful results for the cooperative.

Qualifications :

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.