Experienced Remote Contact Center Member Service Representative – Delivering Exceptional Customer Experience in a Dynamic Financial Services Environment

Introduction to Workwarp

Workwarp is a leading financial services company dedicated to providing innovative solutions and exceptional customer experiences. Our mission is to empower our members to achieve their financial goals, and we are committed to making a positive impact in the communities we serve. As a remote contact center member service representative, you will play a vital role in delivering personalized support and resolving member inquiries in a fast-paced and dynamic environment.

Job Overview

We are seeking an experienced and goal-oriented individual to join our team as a Remote Contact Center Member Service Representative II. As a key member of our contact center team, you will be responsible for providing exceptional service to our members, responding to inquiries, and resolving complex issues in a timely and efficient manner. If you are passionate about delivering outstanding customer experiences and have a strong background in customer service, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Demonstrate advanced knowledge of credit union products and services, including digital support and escalations, with minimum guidance.
• Respond accurately to member inquiries by telephone in English and Spanish languages (if certified), utilizing effective call handling techniques to create a positive and memorable experience.
• Effectively navigate software applications and simultaneously work on multiple screens while resolving member concerns.
• Proactively engage members to achieve their financial goals in a consultative approach as part of the solution to their inquiry.
• Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment.
• Demonstrate understanding of member needs, concerns, and frustrations, and respond by demonstrating care, concern, and an appropriate sense of urgency.
• Identify, investigate, and resolve basic and complex member concerns, as well as process and complete member transactions in a timely and efficient manner.
• Update member and credit union account information efficiently and accurately.
• Educate members on products in an effort to retain and enhance member loyalty.
• Maintain ownership of the majority of calls, requiring minimal guidance from support.
• Assist members with online/mobile banking complex issues and mobile wallet set-up.
• Ability to open sub-shares and complete regulatory training modules as required.

Essential Qualifications

• Successful completion of High School curriculum or GED. Some college preferred, not required.
• One year of customer service experience in a contact center environment and/or 2 years of financial services experience. Member relationship building experience preferred, not required.
• Strong oral, written, and interpersonal communication skills acquired through experience in a retail setting or through a financial background.
• Ability to converse, demonstrate sincere concern, and build rapport while resolving problems and offering solutions to inquiries in English and/or Spanish with callers.
• Must be able to multi-task and work independently.
• Meet performance standards commensurate to grade level with efficiency and quality. Skill testing related to product knowledge.
• Ability to effectively and efficiently utilize all systems required to resolve member issues related to online banking and mobile wallet troubleshooting.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Bilingual skills a plus - English/Spanish.

Preferred Qualifications

• Previous experience in a financial services environment, preferably in a credit union setting.
• Knowledge of credit union products and services, including loans, accounts, and investments.
• Experience with online banking and mobile wallet platforms.
• Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
• Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.

Skills and Competencies

• Strong communication and interpersonal skills, with the ability to build rapport with members and colleagues.
• Ability to work in a fast-paced environment, with a high level of energy and enthusiasm.
• Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
• Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Ability to adapt to changing situations and priorities, with a flexible and positive attitude.
• Strong knowledge of credit union products and services, including digital support and escalations.

Career Growth Opportunities and Learning Benefits

At Workwarp, we are committed to the growth and development of our employees. As a Remote Contact Center Member Service Representative II, you will have access to a range of training and development opportunities, including:

• Comprehensive training program, including product knowledge, systems, and soft skills.
• Ongoing coaching and feedback, with regular performance evaluations and goal setting.
• Opportunities for career advancement, including promotions to senior roles or specialized positions.
• Professional development opportunities, including conferences, workshops, and online courses.
• Recognition and reward programs, including employee recognition awards and bonus schemes.

Work Environment and Company Culture

At Workwarp, we pride ourselves on our positive and inclusive company culture. As a Remote Contact Center Member Service Representative II, you will be part of a dynamic and supportive team, with a strong focus on collaboration and teamwork. Our company culture is built on the following values:

• Integrity: We act with honesty, transparency, and ethics in all our interactions.
• Reliability: We are dependable, responsive, and committed to delivering exceptional service.
• Service Excellence: We strive to exceed our members' expectations, with a focus on quality, efficiency, and effectiveness.
• Inclusion: We value diversity, equity, and inclusion, and are committed to creating a welcoming and inclusive environment for all employees and members.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• Hourly rate of $21.50.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) retirement plan, with employer match.
• Paid time off, including vacation, sick leave, and holidays.
• Opportunities for career advancement and professional development.
• Recognition and reward programs, including employee recognition awards and bonus schemes.

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Remote Contact Center Member Service Representative II, you will be part of a dynamic and supportive team, with a strong focus on collaboration and teamwork. Don't miss out on this chance to join our team and contribute to our mission of empowering our members to achieve their financial goals. Apply now and take the first step towards a rewarding and challenging career with Workwarp!