Contact Center Representative

Temporary Assignment 3 months

Contact Center - San Jose

Position Summary

The Contact Center Representative provides personalized service to members with a wide variety of services and advises on how to utilize company products and services in order to meet personal financial goals. The Contact Center Representative assists members through alternate channels (phone, email, web, fax) in order to attract, enhance, and retain member relationships. Cross sells additional products and services to increase product penetration. The Contact Center Representative participates in and is held accountable for the attainment of individual and department/organizational goals.

Incorporates Service Plus into all aspects of member contacts and continually builds relationships with members in order to retain and increase memberships. Understands the detailed features and benefits of all products and services available and presents them in a professional manner.

Essential Duties and Responsibilities

• Effectively makes presentations to members on all deposit, loan and business banking products in an understandable manner. This requires extensive knowledge of all deposit, business banking and Elan.
• Assists members in opening all checking, savings, and certificate products and provides members with dividend projections by the use of the system calculation form.
• Ability to analyze member’s financial needs and ask leading questions to effectively cross-sell products and services.
• Answers questions about accounts and troubleshoots any problems/concerns that may arise during the conversation.

Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Please note: this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Minimum Qualifications

• High School or Equivalent required.
• One to three years of experience providing service in the assistance of others. Prior Credit Union or Banking Experience is a plus.
• Must be sales oriented and have a strong desire to continually surpass goals and sales targets.
• Must have excellent communication skills in order to make professional and effective presentations to members. Ability to promote all credit union products and services to members and overcome objections and concerns.
• Ability to work independently, exercise judgment, follow instructions, and maintain a high level of professional conduct.
• Strong customer service focus with previous experience in a service industry.
• NMLS SAFE ACT compliant. This position requires that you obtain, and maintain, a National Mortgage Licensing Systems (NMLS) number as required by the SAFE Act.
• Must be PC literate; experience with banking software a strong plus.
• Must be able to work Saturdays 8:30am - 1:30pm.

Do you want to be valued as an employee?

Employees are Meriwest’s most valuable resource. We provide competitive wages and a supportive environment that promotes career advancement. Meriwest utilizes a grading system to determine salary ranges for all positions. Each grade is assigned a salary range which consists of a minimum, midpoint, and maximum rate. The Contact Center Representative position is a Grade 7.

• Salary Range: $24.64 to $36.96
• Target Range: $24.64 to $30.80*

• The target range for entry in a new position is between the minimum and midpoint of the range, depending on experience and qualifications.

We are an EOE. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or veteran status.

To apply please reference Req. #3480