Customer Care Center Associate

Customer Care Center Associate

OlyFed employees love the places we work and the communities we serve. In addition to a generous benefit package and opportunities for career growth, OlyFed employees are able to boast about working for an organization with a positive reputation and a proven commitment to our communities. OlyFed prides itself on a history of personal, high-quality service to our customers and community. The spirit of giving is built into our charter and culture. Each year OlyFed dedicates 5-15% of its revenues to community support. In addition to corporate financial contributions, our employees extend the policy of community involvement by donating their time and talents. We are looking for a Customer Care Center Associate to join our team. This position provides a high level of service to internal and external customers via phone and computer. Open, process, and service of all types of deposit accounts. Use business development, referral, and account retention skills to provide prompt and courteous service. Assist digital team with Online Banking troubleshooting and issue resolution. One must reside in Washington State and have the ability to attend daily training and meetings as needed at the Main Office in downtown Olympia.

Essential Duties & Responsibilities

Primary contact for potential, new, and existing customers. Provide account information and perform account transactions including accepting opening accounts, processing transfers, withdrawals, and other deposit product servicing functions. Strive for first contact resolution. Perform duties and apply working knowledge of teller and banker positions. Answer inquiries. Assess needs and make recommendations for products and services based on findings. Perform transactions and account maintenance updates to include check orders, stop payments, ATM / Debit card requests, address changes and account ownership maintenance. Resolve product or service problems by clarifying the concern; determine the cause; select and explain the best solution; expedite corrections or adjustment; follow up to ensure resolution. Perform administrative duties to support an outstanding level of customer service, where timeliness, accuracy, and follow-through are critical, ensuring compliance with policies, procedures, and regulatory statues. Participate in all required compliance and product knowledge training. Apply knowledge gained to relevant job duties, demonstrate thoroughness and accuracy of compliance knowledge in verbal explanations to customers and through completion of all required forms and documents. Maintain awareness of security risks in the areas of customer identification and confidentiality. Liaison between other departments and customers, when necessary. Perform initial troubleshooting for Digital Banking and Bill Pay to provide timely resolutions. Other duties as assigned.

Knowledge, Skills and Ability Requirements

Excellent public and customer relations skills to effectively communicate with internal and external customers, determine their needs, and maintain confidence. Exceptional written and verbal communication skills including the ability to clearly communicate and explain complex banking regulations and documents. Work with supervisors and fellow employees in a positive manner conducive to team effort. Exercise customer confidentiality and discretionary judgment. Demonstrated ability to accurately handle cash and numerical transactions. Read, write, speak, and understand English well. Strong organizational skills and ability to prioritize tasks. Basic computer and Microsoft Office skills, with ability to learn new software. Work well under pressure and in a fast-paced environment. Maintain a working knowledge of applicable Association Policies and Federal Regulations. High school diploma, GED, or equivalent ski