Contact Center Multi-Channel Specialist

To maintain a strong connection with our members and local communities and better understand their unique needs , we are currently considering applications from candidates residing in Oregon and Washington for all open positions. We appreciate your understanding as we focus our hiring efforts in these specific regions. And, we encourage all qualified candidates from these states to apply, as we look forward to learning more about your unique skills and experience ! Where You Will Work:   Remote role open to candidates residing in Washington (WA) or Oregon (OR). ( Branches ) Pay Range: The target hourly pay range for this position is $20.56 - $23.37. The full hourly pay range is $ 18.69- $28.04. We provide an additional $2.00 per hour bilingual differential for those employees who can support our members' financial needs effectively in a second language; subject to verification of strong grasp of financial terms utilizing language skillset. Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer of employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role. Job Overview: This position establishes professional and quality-based member relationships focused on meeting the financial needs of each member. Promotes a service culture by actively recommending all credit union products and services while effectively meeting the member’s needs in all member channels including calls, chats, and secure messages. Acts as a liaison for the member and the credit union, in conformance with established policies and procedures. Assists members regarding their financial matters while promoting the credit union’s philosophy and objectives.  What You’ll Do:  Engages with members and potential members across multiple communication channels (calls, chats, secure messages), delivering courteous, professional, and timely service tailored to each channel's specific demands.    Manages multiple types of interactions simultaneously, efficiently balancing inbound calls, real-time chat sessions, and secure messaging conversations to handle a variety of member transactions, including withdrawals, loan payments, wire transfers, and money transfers. Maintains fluency in credit union products and services to offer consistent support across channels.   Adapts communication style to suit the medium (voice vs. text), ensuring clarity and accuracy when addressing member inquiries related to statements, share withdrawals, and loan payoffs in both written and verbal forms.    Provides technical support for online banking and other digital services, offering comprehensive troubleshooting through various member channels. This includes assisting with setup and providing guidance via text-based platforms (e.g., chat and secure messages), where interpretation and communication skills must be sharper due to the absence of vocal cues.   Adheres to security protocols, ensuring accurate member identification by following the Member Identification Program (MIP) and established security procedures. Demonstrates heightened awareness of fraud detection and high-risk transactions when managing non-verbal interactions, which may lack the immediacy of voice confirmations.   Identifies sales and service opportunities across all communication channels by analyzing member behavior and needs, introducing loan programs, and recommending relevant products/services regardless of the channel's format.   Meets or exceeds production and referral goals while handling multiple channels and adapting sales strategies to fit different communication styles, ensuring seamless integration of Sales and Marketing initiatives across calls, chats, and secure messages.   Maintains high efficiency and responsiveness across platforms, ensuring that all forms of communication (calls, chats, secure messages) are addressed promptly and professionally.   All other duties as assigned.   When You’ll Be Working: Monday–Friday, 7:45 AM–6:00 PM, with rotating Saturdays from 9:30 AM–2:00 PM. Full-time, 40 hours per week. Qualifications:  Minimum one (1) years' experience in a high-volume Contact Center environment. Bonus Points If You Have:  Experience in a financial institution preferred. What You’ll Bring: In-depth knowledge of credit union products, services, policies, procedures, and systems like Symitar, and awareness of competitor offerings.    Proficient in managing difficult customer interactions and resolving member issues effectively and courteously.   Excellent communication skills, including active listening, questioning, and maintaining positive relationships with members, co-workers, and management.   Proactive in seeking opportunities to assist members and co-workers, and in learning new information to enhance problem-solving and decision-making capabilities.   Ability to cross-sell products and services, effectively address member account issues, and maintain positive and professional member relationships. Capable of setting and achieving program goals that align with the credit union's strategic plan, and managing work under pressure while meeting deadlines.  Total Rewards:  This position is eligible for benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Includes an option for Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage. We also offer Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA). Employees also have access to Life and AD&D insurance. Part-time employees will accrue time off on the same schedule as full-time