Contact Center Multi-Channel Specialist

10 hours, 43 minutes ago
Full-time
Junior
Customer and Technical Support
TwinStar Credit Union

TwinStar Credit Union

TwinStar Credit Union is a member-owned financial cooperative established in 1938 by teachers at Olympia High School. Originally named Thurston County Teachers Credit Union, it aimed to provide affordable loans and savings options during the post-Depression era. Over the years, it has expanded its services to residents of Washington and Oregon, currently serving around 90,000 members with a workforce of 325 employees across multiple branches. The credit union offers a range of financial products, including loans and savings accounts, designed to support the financial success of its members. TwinStar is committed to community initiatives, such as providing grants to teachers for classroom supplies and field trips. It operates both physical branches and shared locations to enhance accessibility for its members. In September 2025, TwinStar merged with Northwest Community Credit Union and rebranded as Peak Credit Union, reflecting its commitment to community and belonging.

banking
201-500
Founded 1938
$4M raised

Description

  • Engage with members and prospective members across calls, chats, and secure messages with courteous, timely service.
  • Handle multiple interactions at once, including withdrawals, loan payments, wire transfers, and money transfers.
  • Adapt communication style for voice and text channels to ensure clear and accurate member support.
  • Provide technical support for online banking and other digital services, including setup and troubleshooting.
  • Follow security protocols, including the Member Identification Program (MIP) and fraud-prevention procedures.
  • Identify sales and service opportunities and recommend relevant products, services, and loan programs.
  • Meet production and referral goals while supporting Sales and Marketing initiatives.
  • Maintain prompt, professional responsiveness across all communication channels.
  • Resolve member account issues and difficult customer interactions effectively and courteously.
  • Perform other duties as assigned.

Requirements

  • Minimum 1 year of experience in a high-volume contact center environment.
  • Experience in a financial institution preferred.
  • In-depth knowledge of credit union products, services, policies, procedures, and systems such as Symitar.
  • Ability to manage difficult customer interactions and resolve member issues effectively.
  • Excellent communication skills, including active listening and questioning.
  • Ability to maintain positive relationships with members, co-workers, and management.
  • Ability to cross-sell products and services while addressing member account issues.
  • Ability to set and achieve program goals aligned with the credit union’s strategic plan.
  • Ability to work under pressure and meet deadlines.
  • Availability to work Monday–Friday, 7:45 AM–6:00 PM, with rotating Saturdays from 9:30 AM–2:00 PM.

Benefits

  • Target hourly pay of $20.56–$23.37; full hourly range of $18.69–$28.04.
  • Additional $2.00 per hour bilingual differential for qualifying employees.
  • Performance-based compensation incentives.
  • Medical, dental, vision, and life insurance coverage.
  • Employee-only medical, dental, and vision coverage can be paid 100% by the company.
  • Health Care FSA, Health Savings Account with employer contributions, and Dependent Care FSA.
  • 11 paid holidays, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.
  • Benefits start the first of the month after 30 days; 401(k) eligibility begins after 60 days.

Interested in this position?

Apply directly on the company website

Apply Now

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