Senior Contact Center Representative
26 days ago
Tacoma
Job DescriptionDescription: Join a Legacy of People Helping People Serving the South Sound since 1934, TAPCO Credit Union has been built on a simple yet powerful philosophy: People Helping People. As a not-for-profit financial cooperative, we’re deeply rooted in Pierce County, proudly serving generations of members and our communities. At TAPCO, our employees are the heart of our mission. We foster a culture of trust, collaboration, curiosity, and respect, where every individual can bring their authentic self to work, grow in their career, and make a meaningful impact. We’re committed to diversity, equity, inclusion, belonging, and accessibility, ensuring that every voice is valued and every team member has the opportunity to thrive. When you join TAPCO, you’re not just starting a job; you’re joining a community that believes in supporting one another, learning together, and making a difference every day. Come experience the TAPCO difference and help us continue our legacy of service, innovation, and care for our communities. Position Purpose At TAPCO, our Senior Contact Center Representatives are the voice of the credit union and the first point of connection for our members. This team plays a vital role in delivering an exceptional member experience by providing personalized support, guiding members through financial solutions, and fostering trust with every interaction. Beyond assisting with account inquiries and transactions, Senior Contact Center Representatives are educators and problem solvers. They empower members by educating callers on a variety of product and service solutions, including TAPCO’s digital and self-service tools, helping members manage their finances conveniently and confidently. Each interaction reflects our commitment to financial wellness, member education, and service excellence. Base Expectations Embraces and lives TAPCO's Values. • We are People-Centric, • We are Curious, • We are Inclusive, • We are Collaborative, • We are a Trusted Partner Core Competencies Member Focus: Build strong relationships inside and outside the organization while delivering member-centric solutions. Instills Trust: Building trust by making good and timely decisions while consistently achieving results, even under challenging circumstances. Drives Results: Making good and timely decisions while consistently achieving results, even under challenging circumstances. Cultivates Innovation: Creating new and better ways for the organization to be successful even during times of uncertainty. Position Responsibilities • Greets members calling the credit union member service line in a courteous, professional, timely manner, providing prompt, excellent service and accurate member transactions., • Performs member service call-center activities. Resolve members question and problems regarding account statements, loans, payments, automatic transfers, interest rates and investment certificates., • Embeds diversity, equity, inclusion, belonging, and accessibility (DEIBA) into your daily workflow., • Completes research and resolves documentation errors or discrepancies and forwards complex problems to Contact Center Manger., • Receives and processes applications for consumer, home improvement and home equity loans. Talks with applicants, explains credit policies, and provide guidance as needed. Submits to other loan personnel for underwriting and approval. Prepares loan documents for signature., • Provides general information to members on credit union policies, procedures and programs., • Registers and maintains registration as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System and Registry in accordance with TAPCO policies and procedures., • Maintains an up-to-date knowledge on all credit union products and services, including digital and self-service solutions., • Maintains an up-to-date knowledge of and adheres to the requirements of all related policies, procedures, rules and regulations required for position., • Promotes, explains and cross-sells TAPCO services and products., • Thorough knowledge of all aspects of real estate lending including knowledge of all applicable laws, regulations, and programs, • Demonstrates an understanding of and adheres to the requirements of all federal, state, and local laws, including those of the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC), as it specifically relates to the job functions., • Models a high level of member service and professional demeanor and appearance. Minimum Qualifications: • High School diploma, or equivalent., • 1 year of customer service experience, • 1 year working for a Financial Institution with consumer lending experience, • Strong communication and interpersonal skills., • Ability to navigate systems, policies, and procedures with accuracy., • Demonstrated initiative in supporting members and team success., • The work environment is an office setting, • Onsite work is essential., • Long periods of time communicating with others telephonically., • Movements frequently and regularly required using the wrists, hands and/or fingers Starting rate of $21.12 - $26.66 per hour (depending on experience). Benefits TAPCO offers a comprehensive benefit package: • 100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time employees., • 50% Employer-paid spouse coverage., • 65% Employer-paid dependent children coverage, • Flexible Spending Account (FSA), • Dependent Care FSA, • Health Savings Account (HSA), • 401(k) Plan with up to 7% match, • 100% Employer-Paid Life Insurance/AD&D package, • Paid Vacation and Sick Time, • 11 Paid Holidays + 1 Floating Holiday, • Optional Short- and Long-Term Disability, • Employee Assistance Program, • 40 paid volunteer hours, • Shared Bonus Plan (when company goals are achieved) Diversity, Equity, Inclusion, Belonging, and Accessibility (DEIBA) Purpose Statement TAPCO embraces diversity, equity, inclusion, belonging, and accessibility (DEIBA) and is committed to creating a workplace where all stakeholders involved, regardless of gender, race, ethnicity, national origin, age, sexual orientation, identity, education, or limited mobility and abilities, feel valued and respected. • We are committed to include diversity, equity, inclusion, belonging, and accessibility at the center of our work., • We are committed to nondiscriminatory practices and provide equitable opportunity for all., • We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard., • We welcome every person to bring their authentic perspective and experience to advance our mission., • We focus on real people's experiences to uncover and address systemic inequities., • We address our gaps and inequities through products, practices and policies that uplift our employees, members, and community., • We put allyship into action every day., • We value the seen and unseen qualities that make you who you are. Equal Opportunity Employer Statement TAPCO Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. As a people-centric organization, we believe every employee and applicant has the right to work in surroundings that are free from all forms of unlawful discrimination. TAPCO does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, termination, layoff, leave of absence, and general treatment during employment.
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