Contact Center Quality Analyst, Sr. jobs in Everett, WA

Description

Sound is looking for…

A Contact Center Representative for our Pacific Avenue or Lynnwood location. If you have previous experience in banking and/or contact center experience and excels in customer service this is the position for you. In this role, you will be assisting members via phone and email with various transactions, account maintenance, history inquires, troubleshooting and providing guidance as to how our products and benefits can benefit our members. 

At Sound you will experience…

• Our purpose which is “to stand with you through all waves of life”. Every day, our employees help us to live this purpose. We believe in empowering our employees to do the right thing. 
• A diverse workforce with an inclusive and supportive environment.
• Besides competitive pay, we offer career growth, and we hold a benefits package that’s consistent with our purpose, personalities, and values.
• Teams that are living out the credit union philosophy of “people helping people”.
• Fellow employees who are dependable, genuine, inclusive, and resourceful.
• Leaders of Sound Credit Union who embrace our Brand Purpose. At Sound, we recognize our actions strongly impact our Brand-led culture. Therefore, we commit to consistently serve as Brand Advocates by modeling desired behaviors to inspire others through being Supportive, Open, Unified, iNclusive, and by Doing the right thing.
• Learn more about our company culture here!

As a Contact Center Representative you will…

• Take member calls and assisting with transactions such as transfers, loan payments, and cashier’s checks
• Assist members with questions about credit union services and products
• Print and mail forms to members
• Accept and process loan applications

You will take member calls and assist in so many credit union facets at our contact center. The contact center has a high call volume providing the opportunity for you to learn a little bit about everything. You will also have access to a variety of systems and technology. You will have a diverse and inclusive team that creates a fun work environment by having friendly competitions with each other! You will also be eligible for a wide range of incentives tied to certain products and services.

Qualifications

Our ideal candidate will bring to the team…

• 2 years of customer service experience, preferably in a contact center environment
• Financial institution experience is preferred 
• High School Diploma or equivalent 
• This position requires physical, in-person, face-to-face interaction.
• Employer sponsorship to secure or maintain employment authorization not available. 

In addition:

• Must be bondable
• Employer sponsorship to secure or maintain employment authorization not available

As a team member of Sound, you will receive…

• These benefits in support of a true work/life balance:
  • Full medical, dental, vision, and disability for the employee [yourself] with premiums paid by Sound
  • 401(k) with 4% match - Plus discretionary profit share of up to 5% of annual salary
  • Three weeks Paid Time Off (PTO) accrued annually
  • 5 employer paid work/life balance days
  • 10 paid federal holidays every year
  • Employee assistance program for wellness counseling
  • Gym/lifestyle reimbursement
  • Free and/or discounted banking services with Sound
  • Employee Charitable Matching & Volunteer Program
  • Employee bonus program
  • Tuition assistance
  • ORCA pass
• Incentives available for multilingual speakers

Your compensation:

At Sound Credit Union we believe in paying our employees a fair and living wage. Individual offers are made dependent upon a candidate’s prior experience and education level as it pertains to their role. This strategy promotes a talented and empowering work environment that we hope you will be a part of! Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates, which allows us to offer merit-based salary increases.

Minimum: $21.00
Midpoint: $23.50
Maximum: $26.00

Your hours:

A hybrid schedule Monday – Friday from 8:00am – 6:00pm and Saturdays 9:00am – 1:00pm.

In your role you may have the ability to combine in-person and remote work once fully trained and after the completion 90-days of employment.

This position can be based out of our Tacoma Contact Center or Lynnwood Corporate office.

About Sound Credit Union…

Sound Credit Union (Sound) was founded in 1940 and is one of Washington State’s largest credit unions. We have 27 full-service branches located throughout the Puget Sound region. At Sound, we pride ourselves on making connections with our members, employees, and community. We’d love to share more about why Sound is somewhere you want to be, apply now, and visit our website at: www.soundcu.com.

The future is in our hands…

Sound Credit Union is proud to be an Equal Opportunity and Affirmative Action employer that is committed to diversity, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, veteran status, disability, age or any other protected status.

People of color, women, LGBTQIA , veterans and persons with disabilities are encouraged to apply.