To excel in tasks specific to this essential role, as well as participating and helping develop our WCCU Cares culture. You would be responsible for providing outstanding service to our members and to our internal staff (TeamWCCU). Your actions will directly contribute to our goal of caring about our members, their financial needs, and our community. Job Responsibilities includes assisting the Contact Center Manager in the direction and administration of Contact Center staff and operations. This position is also responsible for providing a full range of services to both members and prospective members in an efficient and professional manner. In this position, you are responsible for assisting the Contact Center Manager in achieving or exceeding goals. All job responsibilities must be accomplished while complying with all state and federal regulations and laws, including the Bank Secrecy Act, OFAC Policy, the Customer Identification Program and Red Flag Guidelines. WCCU Benefits 12 Federal Paid Holidays plus Paid Birthday Off & Paid WCCU Recharge Day Off Minimum of 2 Weeks Vacation plus 7 Days Paid Discretionary Time Off Tuition Reimbursement ($5250 per year) Competitive Medical, Dental, and Vision Benefits Flexible Spending & Dependent Care Accounts 401(k) Plan with Employer Match up to 6% Company Paid Life Insurance, Short Term and Long Term Disability Insurance and much more!

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Supervisory Responsibilities:

Monitor communication (call/message/email/etc.) volumes to ensure proper and prompt handling of support requests from members. Help define workflows for the most efficient processing of functions assigned including deposit and loan product originations. Works closely with Contact Center Manager, Operations, Risk Management, Lending, and Retail departments to ensure clear and accurate communication with the membership. Assist in the implementation of internal technologies to streamline tasks and functions. Keeps management informed of area activities and of any problems or concerns, as well as proactively suggesting areas of process or quality improvement. Help manage, train, and refine the skills of the Contact Center staff ensuring everyone has the resources available to be successful Contribute to the Achievement of Goals for our Membership, the Contact Center, and WCCU as a whole: Identify member needs and provides appropriate solutions while utilizing the tools of the Performance Pros Consulting (PPC) Program, including credit report reviews and interest rate calculators. Responsible for the scheduled examining of reports and consistent reviewing with branch staff to ensure that there are no missed opportunities. Quickly and courteously performs in-bound and out-bound member communication while maintaining and projecting the Credit Union's professional reputation. Actively cross-sells Credit Union products and services and provides sales leads to other departments Provides accurate information on Credit Union products and services Efficiently solves member problems by understanding the issue, gathering information, and identifying the problem. Refers problems to appropriate personnel if needed. Follows up, if necessary, to ensure problems are resolved. Maintains privacy of ember account information, following all security procedures Stays up to date on Credit Union regulations, priorities, and products and services. Has excellent knowledge of all Credit Union Products and Services. Follows all process, procedures, and policies to assure a quality Member Experience. Help manage, train and refine the Contact Center staff ensuring everyone has the tools and training to achieve these goals.

Additional Responsibilities:

Effectively handles the transition of communication between staff or departments (ie, announced transfer, descriptive voicemail, and/or email communication). Attend training sessions and Credit Union meetings as required. A ssumes responsibility for Operations and Risk Management Department related duties as required or assigned. Help manage, train and refine the Contact Center staff ensuring everyone has the tools and training to achieve these responsibilities.

SCHEDULE

• Monday through Friday 8:00 am - 5:00pm Saturday 9:00am - 12:00pm •Schedule is subject to change based on Contact Center needs. Staff members work every other Saturday in exchange for time off during the week.

ESSENTIAL CONDUCT EXPECTATIONS

Contribute to the #WCCUCares Brand/Culture Community involvement including local Chambers of Commerce, networking organizations, community organizations on Board/Committees/volunteering. Maintain and project the Credit Union's 5-star service and professional reputation. Resolve member and staff requests and questions promptly, friendly, and accurately. Suggest Products and Services that will help our members financially succeed. V olunteer at WCCU sponsored events and for your own chosen organizations. Support WCCU in its business decisions and strategic direction.

QUALIFICATIONS

EDUCATION/CERTIFICATION:

High school graduate or equivalent.

REQUIRED KNOWLEDGE

Knowledge of Credit Union products and services and cross-selling techniques. Thorough understanding of Credit Union policies and procedures Knowledge of Windows based PC applications

EXPERIENCE REQUIRED

3 - 5 Years of Banking Experience, Contact (Call) Center Experience preferred.

SKILLS/ABILITIES

Strong interpersonal, leadership, and supervisory skills. Coaching/Training skills Ability to operate related computer applications and related business equipment, maintain an effective and efficient workflow. Positive, can-do attitude Caring & community-oriented Strong Service & Sales skills - showing a desire for our members to succeed Excellent verbal and written communication skills Ability to maintain confidentiality, w ell organized and detail oriented, recognize and resolve problems, work well independently