E-Services Specialist na WECU

WECU is seeking an E-Services Specialist to join our Contact Center located in Bellingham, WA. This individual will strive to make a meaningful difference in member’s lives as defined by WECU’s mission and vision. Provides a high level of consistent service to our membership over the telephone and through our online service platforms.  Acts as a liaison between the member and the credit union by receiving member inquiries and providing general and specific credit union information.   Provides direct support to members needing assistance with electronic services.

Availability for an alternating Saturday shift is required. A Saturday shift is scheduled from 9:00a.m. to 1:00 p.m. 

RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy and respect, cross-selling additional services, and making a personal effort to make members feel they belong and are important to the credit union.
• Employs sound judgement, maintains knowledge of and, using decision-making skills, adheres to all standards on internal and external policies and procedures and BSA regulations.
• Understands and complies with security procedures at all times.
• Provides basic support for members that need assistance with online banking, mobile banking, and bill pay and assists members through online chat.
• Executes basic member communication through secure online forms within appropriate guidelines. Forwards necessary correspondence to other departments and ensures that the other departments comply with the established guidelines.
• Responds and transacts to members’ basic inquiries regarding the operation of accounts, access to services, account usage charges, interest rates on savings and loan products, resolving account discrepancies, and assisting members to make the most effective use of services offered by the credit union.  
• May release holds on checks deposited in an ATM.
• Maintains policies, procedures and knowledge base items pertaining to Contact Center responsibilities.
• Consistently achieves goals assigned for referrals.
• Opens, operates and closes computer terminal to accurately post transactions, access account information, and generally update member account transactions and information.
• Proactively offers additional products/services to complement members’ immediate needs, including referrals to WECU’s Real Estate and Business Banking Departments. 
• Performs such other member service functions that might be needed from time to time or takes on other clerical duties when required as assistance in every department may be required from time to time.
• Effectively incorporates concepts of Deliver Value, Create Loyalty in daily behaviors and interactions with both internal and external members.
• Participates in the Quality Assurance Program.
• Meets or exceeds all behavioral standards of a WECU employee.
• Follows WECU’s policies and all applicable laws and regulations.
• Performs other duties as assigned and may also assist others to complete tasks and work assignments. 

QUALIFICATIONS:

• High school diploma or general education degree (GED) required.
• 1 year related experience and/or training or equivalent combination of education and experience required. 
• Preferred: Skilled in software used in credit union such as Microsoft Word, Excel, Outlook and FSP.
• Preferred: Spanish speaking. 

NOTE: Job descriptions are not intended and should not be construed to be exhausted lists of all responsibilities, skills, efforts, or working conditions associated with a job. 

COMPENSATION: 

The salary range for this position is from $21.96 to $31.01 per hour.

WECU provides a comprehensive benefits package that includes robust medical, dental, and vision benefits with low employee premiums, 401(k) retirement plan with an 8% annual contribution from WECU, bonus plan, two or more weeks of vacation, up to 11 paid holidays, paid life and disability insurance, annual wellness benefit, loan discounts, professional development, and much more. 

ABOUT WECU:

WECU is a not-for-profit financial cooperative where members are encouraged to save and borrow responsibly at fair and competitive rates. Headquartered in Bellingham, WA,WECU has over 130,000 members and over $2.0 billion dollars in assets.

 It is WECU's mission to make a meaningful difference in the lives of our members. We strive to treat both members and staff with honesty and integrity and to be a socially responsible part of our community. WECU also endeavors to be an employer of choice.

WECU is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace. We make employment decisions based on merit and qualifications and seek to have the best qualified person in every job. WECU policy prohibits discrimination based on race, color, religion, creed, sex, gender, sexual orientation, gender identity, marital status, age, national origin, or ancestry, physical or mental disability, veteran status, genetic characteristics or information, or any other consideration made unlawful by federal, state, or local laws.