Contact Center Associate
Job Description:
Join our Team as a Contact Center Associate!
As a member-focused credit union, we’re looking for new team members who have a desire to help others. Whether empowering people to reach their goals in person or behind the scenes, our employees share a commitment to creating meaningful relationships with our members and community. We’re also a fun place to work, and we offer competitive pay, professional development, and great benefits! To learn more about SELCO, view the full position description, and apply, please visit https://www.selco.org/join/careers!
We are currently looking for a full-time non-exempt Contact Center Associate to join our team! In this role, you will participate in training and development opportunities while learning to provide an exceptional customer service experience for SELCO’s members, team members, and other customers. This position is intended to receive practical training in preparation for all Contact Center positions.
This position will work onsite at the Corporate Headquarters location in Springfield, Oregon. The Contact Center Associate is only eligible for in-office work arrangements. The successful candidate will need to be available to work Monday through Friday 8am to 6:15pm with some Saturdays from 10am to 3:15pm.
COMPENSATION
Base Salary: The full salary range for the Contact Center Associate position is $21.95 to $30.75 per hour, with new hires generally starting between $24.15 to $25.60 per hour, based on relevant knowledge, skills, education, and experience.
Incentives: This position is eligible for monthly referral incentives ranging from $5.00 to $75.00, depending on the product or service.
Annual Incentive: In addition, all SELCO team members receive an annual incentive based on how well SELCO meets the prior year’s strategic business goals. This incentive is calculated using the team member’s prior year eligible earnings and ranges from 0%-12% (with the average payout over the last five years being 11.07%).
BENEFITS
Our team’s well-being is a priority, and we’re proud to offer a comprehensive and holistic benefits package for team members and their families.
- Medical, dental, vision, long-term disability, and life insurance
- 401(k) retirement plan (with guaranteed employer contributions)
- Paid time off for personal and volunteer hours, as well as 10 paid holidays per year
- Additional programs and benefits include wellness and educational reimbursements, an employee assistance program, discounted rates on select SELCO services, and more.
Check out our complete benefits list here!
POSITION DETAILS
Essential Functions include (please see the position description for a comprehensive list):
- Handle routine calls and provide assistance including answering questions, resolving issues, performing account services, transferring calls, and returning messages.
- Build and develop member relationships by asking open-ended questions, identifying member needs, and promoting suitable SELCO products and services.
- Assist team members and other departments, as needed.
- Promptly resolve exceptions identified through quality control audits and initiate steps to reduce future exceptions.
- Detect errors and take action to prevent fraud to protect members and SELCO from potential losses.
Required Skills and Abilities include (please see the position description for a comprehensive list):
- Exceptional customer service skills by using the GVAL-HI approach to providing service. Greet people. Value them. Ask how you can help. Listen. Help them. Invite them back.
- Ability to discover member needs to effectively cross-sell SELCO’s products and services.
- Effective communication and active listening skills through all methods of interaction (e.g., in person, via phone, and in writing).
- Strong computer and software skills, including Microsoft Office 365 applications.
Required Education and Experience
- High school diploma or equivalent; and
- At least six (6) months of customer service experience; and
- Must be bondable.