Contact Center Specialist

Description About Columbia Credit Union Columbia CU is a full-service financial institution with $2.5 billion in assets, over 100k members and we pride ourselves in our commitment to “Making Life Better” in the communities we serve. Since 1952, our commitment toward “Making Life Better” has earned us accolades and we are honored to be the recipient of several local community recognitions: Best of Clark County Award / The Columbian - 2008-2025 Best in Business Award / Vancouver Business Journal - 2013-2024 Corporate Philanthropy Award / Portland Business Journal - 2017-2025 Columbia CU Guiding Principles Vision : The most trusted, respected, and sought-after financial institution, providing innovative solutions and support for our employees, members, and communities we serve. Mission : Bringing people together to make life better for themselves and their communities. Value Proposition: Earning your trust with knowledgeable people and digital options so you can bank “Columbia” how and when you want. Leadership Philosophy: Leaders at Columbia CU inspire enthusiasm and accountability that drive our mission. Leaders build engagement and communicate honestly and openly. By rallying everyone around our shared vision, Leaders model and expect the best from individuals and teams. Core Values People - We have a passion for helping each other and our members. Community - We have a passion for contributing to the success and growth of the communities we serve. Financial Wellness - We have a passion for providing the financial education, tools and assistance that create financial wellness and stability for our organization, each other, our members and the communities we serve. Benefits Medical, Dental, Vision for employee - eligible the 1st of the month following hire date Accrued PTO, Accrued Extended Sick Time and 11 Paid Bank Holidays 401k Match- 100% match up to 6% employee contribution A hybrid or fully remote home office option can be considered in Vancouver, Washington or Portland, Oregon areas only AND only after a multiple month, on-site training has been completed and all work from home requirements are met. Tuition Assistance And More! About The Role The Contact Center Specialist assists members with account based and membership related needs over the phone and through our electronic alternatives consistent with Columbia’s policies, procedures and service standards. This position additionally assists fellow Contact Center Specialists, and other Columbia CU department staff, in finding solutions to inquiries and needs. They are committed to providing the highest level of individualized service by placing the member first. Performs a variety of transactions while listening closely to our members unique requirements. Provide creative solutions to our membership as we strive to “Make Life Better”, ensuring they receive exceptional service in a friendly, efficient manner. Requires availability Monday through Friday, 7:30am to 6:00pm. This is also a full time role. JOB COMPETENCIES Builds Trust Demonstrate an uncompromising standard of ethical conduct and integrity to include trust and respect for each other, our members, and our communities. Communicates Effectively Have a passion for helping members and staff achieve their goals by educating, offering tools and assistance in response to the members’ needs in a way that the members can fully understand. Teamwork and Cooperation (within & across units) Respect each person’s ability to create and contribute toward the goal of delivering quality member service and innovative products, individually or as part of a team, through open communication and mutual trust. Continuous Quality and Process Improvement Identify new processes, suggest better ways, and evaluate process utilization. Dependability and Reliability Consistently show up for work, meet commitments, and perform job tasks reliably. Interpersonal Skills Resolve interpersonal problems, maintain positive work relationships, and exhibit objectivity. Member Orientation Respond to the members’ needs, insist on high-quality service, and seek efficient service delivery. Positive and Professional Approach Create a positive work climate and support the organization's mission. Problem Solving & Judgement Seek diverse perspectives, proactively address concerns, and provide creative solutions. Takes Responsibility Follow through on commitments, take ownership, and act like business owners. RESPONSIBILITIES : Adhere to Columbia Credit Union Service Standards. Accurately process member transactions and requests. Provides excellent member service by limiting wait times for inbound callers. Process account maintenance requests for members to include address changes, transaction and account research. Knowledge of and compliance with Currency Transaction Reporting requirements and Columbia’s Bank Secrecy Act compliance program. Exercise independent judgment within set authorizations. Identify and refer members to our business partners in Home Loans, Insurance & Investment and Business Services. Participate in cross-functional projects, promotions and training. Perform additional tasks as assigned by department leadership commensurate with position. Proficient in processing member requests for account maintenance to include account research and assisting members with the fraud process. Communicates with members through all available channels, such as, Chat, Email, Video Chat and Phone. Responsibilities include but not limited to; maintenance, providing basic consumer and real estate loan information, and educating members on CCU products and services. Educate and assist members with all digital related products and services. Maintain up-to-date knowledge on all credit union products and services and through active listening, recommend Columbia Credit Union products and services to “Make Life Better” for our membership. Displays consistent teamwork and collaboration with others within Member Service and departments throughout the organization. REQUIREMENTS Minimum 1-year experience in customer service required. Or a minimum 6 months experience at Columbia Credit Union in a member facing role. Financial institution and/or call center environment experience preferred. Professional, mentally alert, and neat in appearance with an enthusiastic attitude. Excellent communication skills both verbal and written. Must be team oriented. Highly organized, detail oriented with ability to multi-task. Excellent communication skills both verbal and written. Possess sound decision-making skills. Strong PC skills. Must be available to work hours of operation in the Call Center. Consistent and reliable attendance: work scheduled shifts to meet the service level expectations of our members. COMPENSATION $21.00 - $24.00/ hour Eligible for Back Office Incentive PHYSICAL REQUIREMENTS The physical requirements outlined below encompass the diverse range of abilities needed for individuals to effectively perform the essential functions of this job. Communicate information and ideas clearly for mutual understanding. Exchange accurate information effectively in various situations. Observe details at close range (within a few feet of the observer). Constantly remain in a stationary position. Occasionally move around the workspace. Constantly operate a computer and other office productivity machinery. Rarely ascend/descend a ladder. Occasionally position oneself to maintain files or other items. Never move items weighing up to 60 pounds across the office for various needs. Never work in outdoor weather conditions. Never operate a vehicle. Rarely travel between worksites. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Equal Opportunity Employer/AA Must be 18 or older to apply Qualifications Skills Required Customer Service Intermediate Behaviors Required Dedicated : Devoted to a task or purpose with loyalty or integrity Enthusiastic : Shows intense and eager enjoyment and interest Team Player : Works well as a member of a group Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well : Motivations : Education Required High School or better. Experience Required 1 year: Customer Service