Customer Care Center Associate

Description

***One must reside in Washington State and have the ability to attend daily training and meetings at the Main Office in downtown Olympia.***

OlyFed employees love the places we work and the communities we serve. In addition to a generous benefit package and opportunities for career growth, OlyFed employees are able to boast about working for an organization with a positive reputation and a proven commitment to our communities.

OlyFed prides itself on a history of personal, high-quality service to our customers and community. The spirit of giving is built into our charter and culture. Each year OlyFed dedicates 5-15% of its revenues to community support. In addition to corporate financial contributions, our employees extend the policy of community involvement by donating their time and talents.

We are looking for a Customer Care Center Associate to join our team. This position provides a high level of service to internal and external customers via phone and computer. Open, process, and service of all types of deposit accounts. Use business development, referral, and account retention skills to provide prompt and courteous service. Assist digital team with Online Banking troubleshooting and issue resolution.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Primary contact for potential, new, and existing customers. Provide account information and perform account transactions including accepting opening accounts, processing transfers, withdrawals, and other deposit product servicing functions. Strive for first contact resolution.
• Perform duties and apply working knowledge of teller and banker positions. Answer inquiries.
• Assess needs and make recommendations for products and services based on findings.
• Perform transactions and account maintenance updates to include check orders, stop payments, ATM/Debit card requests, address changes and account ownership maintenance.
• Resolve product or service problems by clarifying the concern; determine the cause; select and explain the best solution; expedite corrections or adjustment; follow up to ensure resolution.
• Perform administrative duties to support an outstanding level of customer service, where timeliness, accuracy, and follow-through are critical, ensuring compliance with policies, procedures, and regulatory statues.
• Participate in all required compliance and product knowledge training. Apply knowledge gained to relevant job duties, demonstrate thoroughness and accuracy of compliance knowledge in verbal explanations to customers and through completion of all required forms and documents.
• Maintain awareness of security risks in the areas of customer identification and confidentiality.
• Liaison between other departments and customers, when necessary.
• Perform initial troubleshooting for Digital Banking and Bill Pay to provide timely resolutions.
• Other duties as assigned.

Requirements

KNOWLEDGE, SKILLS AND ABILITY REQUIREMENTS:

• Excellent public and customer relations skills to effectively communicate with internal and external customers, determine their needs, and maintain confidence.
• Exceptional written and verbal communication skills including the ability to clearly communicate and explain complex banking regulations and documents.
• Work with supervisors and fellow employees in a positive manner conducive to team effort.
• Exercise customer confidentiality and discretionary judgment.
• Demonstrated ability to accurately handle cash and numerical transactions.
• Read, write, speak, and understand English well.
• Strong organizational skills and ability to prioritize tasks.
• Basic computer and Microsoft Office skills, with ability to learn new software.
• Work well under pressure and in a fast-paced environment.
• Maintain a working knowledge of applicable Association Policies and Federal Regulations.

QUALIFICATIONS:

• Reside in Washington State.
• High school diploma, GED, or equivalent skills.
• Experience in the financial industry and/or teller experience preferred.
• Prior customer service and cash handling experience.
• Must be bondable.

PHYSICAL DEMANDS & WORK ENVIRONMENT/CONDITIONS:

Duties are performed in usual office conditions. Ability to operate standard office equipment including personal computer, standard keyboard, 10-key calculator and work a standard shift with repetitive wrist and hand movements. Ability to talk and hear. Ability to stand or sit for extended periods of time. Occasionally lift, move, or carry items up to 15 lbs. Ability to concentrate on the matter at hand, under sometimes distracting work conditions. Requires manual dexterity and handling ability. Use hands and arms to finger, handle, grab and reach. Specific vision abilities including close vision and the ability to adjust focus. Work may involve eyestrain due to constant use of computer screens. Occasional walking, kneeling, stooping, crouching, and bending. Ability to be mobile office-wide for various business needs.

Employees are covered by medical, dental, vision, basic life insurance and long-term disability. Voluntary benefit coverage includes life insurance, AD&D, legal, accident, critical illness, hospital indemnity, and FSA. Options for family coverage are available. Employees can enroll in our company’s 401k plan. We offer immediately vested 5% 401k match, as well as profit sharing, and an annual incentive bonus. Full time employees will receive the following paid time off per month: 6.67 hours of vacation leave and 8 hours of sick leave. In addition, the following paid time off per year: 11 paid holidays; a float holiday; a birthday holiday; 24 wellness hours; 16 volunteer hours. Modified for part-time employees.

New hires start between $20.93 and $24.87 per hour, and the entire pay range is $20.93 to $28.81 per hour.

Olympia Federal Savings is an Equal Opportunity Employer and affirmative action employer. EOE AA M/F/Vet/Disability: EEOC Legal Poster

If you require a reasonable accommodation to complete the application process, please contact Human Resources at 360-754-3400.