Contact Center Agent I

Verity Credit Union is a member-owned credit union based in Seattle, WA, committed to empowering its members' financial lives. The Contact Center Agent I role focuses on delivering exceptional member experiences through various communication channels and resolving member inquiries efficiently.

Responsibilities

• Deliver exceptional member experiences via diverse communication channels
• Offer basic technical support for Verity's digital services
• Monitor and process online member requests, including account maintenance, dispute processing, account closures, and wire origination
• Actively listen to members, identify their needs, and present suitable products and services
• Solve member issues both operationally and emotionally
• Independently serve members with minimal supervision, while effectively communicating
• Adhere to Verity's policies, including remote work guidelines, in all communications
• Participate in organizational or department-wide training to uphold Credit Union values
• Achieve call stats within desired SLAs, contributing to contact center service level goals
• Provide internal and external member service aligned with credit union standards
• Maintain in-depth knowledge of Verity's systems, technology, policies, and procedures
• Stay updated on deposit and lending products offered by Verity
• Offer referral assistance to Verity's investment, financial coaching, and other partners
• Stay informed about state and federal regulations
• Perform additional job-related duties as assigned

Skills

• High school diploma or GED is required
• 1-2 years of customer service experience is required
• Comfort with technology and learning new systems is required
• 1-2 years of experience with a financial institution is strongly preferred

Benefits

• Paid Time Off : All Verity employees receive 11 paid holidays per year and 3 floating holidays, as well as paid time off (PTO is combined vacation and sick leave.) PTO starts accruing immediately at a rate of 20 days per year.
• Benefits: Both full and part time employees (and their family) are eligible for medical, dental, vision, and basic life insurance, with a no cost option available for employee only coverage! Employees have the option to enroll in our 401k plan and receive an employer match up to 6%.
• Other Benefits: This position is eligible for annual cash bonuses up to 1% and a 1% profit-sharing bonus to 401k accounts based on company performance.
• Great Perks: Other Verity benefits include a wellness subsidy, a transportation reimbursement benefit and education reimbursement.

Company Overview