Contact Center Representative I (Bilingual Preferred)

Overview

Harborstone operates as one of the most committed and passionate credit unions in the state ofWashington. Our culture is about people, it’s the foundation of everything we do and we work hardto demonstrate our values in every interaction. Our mission is to create a thriving community byhelping our members realize their full potential. In order to deliver on this, we hold ourselvesaccountable to viewing our business from a growth mindset lens, this ensures we stay empatheticand we solve for our membership’s real-life financial needs or pain points. We are not out to sellour “banking” products and services, our sole motive is to create a cooperative of people who helppeople, and provide the relevant products and services that enable our membership to manage theireveryday financial needs.

 

Compensation: 

Minimum $20.00/hour

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.

 

• 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.