Wescom Financial · 18 hours ago
Contact Center Representative I
Pasadena, CA
Full-time
Onsite
New Grad, Entry Level
$23.51/hr - $32.96/hrWescom Credit Union is dedicated to delivering exceptional member engagement and service. As a Contact Center Representative I, you will provide support to members by answering inquiries, performing transactions, and promoting products while ensuring high levels of member satisfaction.
Financial Services
Responsibilities
Consistently provides a high level of service and is committed to increasing member satisfaction
Demonstrates adherence to the Member Contact Center (MCC) Service Standards in addition to enforcement and modeling of our Mission Statement, Core Values and Team Attributes
Promotes advocacy and takes personal responsibility to ensure that member issues are handled properly at the first point of contact
Focuses on learning how to deliver Signature Experiences and achieving successful results in the Member Experience Surveys
Maintains knowledge of products and services
Performs day to day transactions for members including, but not limited to deposits, withdrawals and transfers
Answers member inquiries and provides information in accordance with Credit Union policies and procedures for statement requests, stop payments, fraud claims, insurance of accounts, and other deposit account-related needs
Assists members with savings products, including checking, certificate and money market accounts
Actively participate in training/self development to understand the basics in the legal aspects of accounts (e.g. trusts, fiduciary accounts, Power of Attorneys, etc.)
Provides member assistance and education with home banking platform and mobile devices
Targets and achieves individual goals in support of department goals
Learn how to contribute to Wescom growth through needs-based sales and service skills to match services to member needs
Ensures member engagement and a migration to appropriate delivery channels
Makes referrals for insurance services and investment services to Wescom Insurance Services and Wescom Financial Services
Makes referrals for home equity products to department Mortgage Loan Originators and referrals for first mortgages to Mortgage Loan Originators in Real Estate
Meets personal development and training objectives established by Department Manager
Completes Wescom University core curriculum, including required regulatory training
Possibly trains other employees in routine procedures
Maintains applicable skills to effectively utilize in technology applications including the operating system and ancillary systems
Contributes to organizational efforts in process improvement
Ensures department compliance with audit and security standards, policies and procedures, and loss prevention measures
Maintains confidentiality of Credit Union and member records
Protects the Credit Union’s financial interest by maintaining the MCC Responsibility Guidelines
Communicates well both verbally and in writing, effectively shares information and ideas with others, and demonstrates good listening skills
Ensures individual appearance reflects the desired level of professionalism
Maintains the physical environment of the work area according to Wescom standards
Maintains good attendance and punctuality in adherence with Wescom policy
Qualification
Required
High School graduate
Must demonstrate the willingness and the ability to learn the necessary technology applications utilized within the MCC, including the Credit Union's operating system
Proficient in Microsoft applications (Word, Excel, Outlook)
Must be proficient in technology applications including the Credit Union's operating system and specialized software required for performance of position
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals
Ability to compute rates, ratios and percent and to draw and interpret bar graphs
Preferred
Previous financial industry and customer service experience preferred
Company
Wescom Financial
Bank Better.
Founded in 1934
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Melissa Pederson
Chief Lending Officer/SVP Lending
Chris Jensen
Sr. Human Resources Business Partner
Recent News
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2025-05-15
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