Contact Center Operations Advisor

Build a Career That Makes a Difference At Red Canoe Credit Union, we're more than a financial institution. We're a people-first organization dedicated to helping our members, employees, and communities thrive. We're looking for passionate, knowledgeable, and dependable individuals who want to make a meaningful impact every day. As a member-owned, not-for-profit credit union, our focus is simple: people over profits. When we succeed, our members benefit. If you're searching for a rewarding career where your work matters and your contributions are valued, Red Canoe could be the perfect fit. Since 1937, we've stayed true to the cooperative principles that set credit unions apart. For nearly 90 years, we've reinvested in our members rather than shareholders, helping build stronger financial futures and stronger communities. Today, Red Canoe serves members through 11 branches across Washington and Oregon, with members in all 50 states. While we've grown, we've never lost our local roots. Giving back, supporting our neighbors, and making a positive difference in the communities we serve are at the heart of everything we do. Join a team that's committed to people, purpose, and community. At Red Canoe Credit Union, we believe in rewarding talent and experience with competitive and transparent compensation. For this role, the target hourly pay range is $29.99 to $32.32, within a broader range of $27.76 to $38.70, depending on qualifications. Actual compensation is based on a variety of factors, including job-related skills, experience, education, and training. In addition to base salary, we offer performance-based incentive opportunities that vary by role. These incentives are designed to recognize and reward strong individual and team contributions. Contact Center Operations Advisor Job Code CCOPSA FLSA STATUS Non-Exempt REPORTS TO Contact Center Manager DEPT Contact Center SUPERVISES None WAGE REVISED Oct. 2026 POSITION PURPOSE The Contact Center Operations Advisor is a senior level cross-trained operational expert who supports all areas of Contact Center service delivery, including member service, consumer lending, digital banking, chat, secure messaging, and ITM operations. This role provides flexible operational support wherever business needs arise, ensuring consistent member experiences, service continuity, and achievement of departmental goals. By maintaining expertise across multiple disciplines, the Operations Advisor helps drive efficiency, adaptability, and excellence in every member interaction. ESSENTIAL JOB FUNCTIONS Member Service & Account MaintenanceAssist members through phone, chat, secure messaging, email, video, and other digital channels. Open, maintain, and service consumer deposit accounts and electronic services. Process account maintenance requests, disputes, fraud claims, stop payments, check orders, and other member service transactions. Resolve member concerns through research, problem-solving, and appropriate follow-up. Educate members on products, services, digital tools, and self-service capabilities. Business Services Aid with all credit union business deposit products and services. Refer members to open new business accounts, refer members to business lending with business lending lead forms as needed. Consumer LendingAssist members by taking all loan applications for VISA, LOC, Shared Secured, dealer loans with PO, internal refinances, and detailed collateral loans for all states. Refer action to Senior Underwriting for recommendations and decisions. Conduct loan interviews and gather information necessary for underwriting decisions. Analyze member borrowing needs and recommend appropriate lending solutions. Promote ancillary lending products, including Payment Protection and Guaranteed Asset Protection (GAP), when appropriate. Maintain loan pipelines, pre-approval files, and adverse action processes in accordance with regulatory requirements. Conduct proactive outbound calls to identify lending opportunities and strengthen member relationships. Loan Processing & FundingPrepare, review, process, and fund consumer loan documentation. Complete title work, vehicle registrations, licensing requirements, funding disbursements, and related documentation. Process balance transfers and maintain accurate lending records. Ensure compliance with federal, state, and organizational lending requirements. Cross trained in Contact Center Disbursing in both Symitar and lending software-Meridian Link for all unsecured and secured loans. Digital Banking SupportSupport members with digital account opening, online banking, mobile banking, digital payments, and related services. Respond to inquiries received through secure messaging, chat, email, and other digital platforms. Troubleshoot digital banking issues and coordinate with internal partners as needed. Serve as a resource for emerging digital solutions and member adoption efforts. ITM & Channel SupportProvide support for Interactive Teller Machine (ITM) operations and virtual teller services. Assist with operational coverage across all Contact Center channels as business demands require. Maintain proficiency in systems and technology supporting member interactions. Operational Flexibility & CoverageServe as a flexible resource capable of performing Member Advisor, Lending Member Advisor, and Digital Services responsibilities. Provide operational coverage during staffing shortages, vacancies, special projects, training, or business fluctuations. Cross-train and maintain proficiency across multiple Contact Center functions to support business continuity. Sales & Service ExcellenceIdentify opportunities to deepen member relationships through product and service recommendations. Educate members on solutions that support their financial needs and goals. Meet established service, quality, and referral expectations. Support organizational growth through member-focused conversations and relationship-building activities. CRITICAL JOB DUTIES Deliver exceptional service that reflects Red Canoe's commitment to member experience. Maintain knowledge of all Contact Center products, services, procedures, and regulations. Adhere to all policies related to compliance, member authentication, privacy, fraud prevention, and information security. Process transactions accurately and efficiently. Assist team members and departments as needed to achieve service goals. Participate in department projects, process improvement initiatives, and system implementations. Maintain required certifications, training, and continuing education. Perform other duties as assigned. BASIC REQUIREMENTS Must be bondable. Professional appearance and demeanor. Must possess people skills; be friendly and outgoing with members and employees. Excellent oral and written communication/presentation skills. Outstanding public relations skills; outgoing and friendly. High degree of accuracy and competence, including basic math. High motivation to cross sell/ communicate services. Must be dedicated to achieving goals set by management. Maintain thorough knowledge of Credit Union philosophy and professional cross selling and service skills. MINIMUM QUALIFICATIONS High school diploma or equivalent required. 3 years + experience in new accounts, lending, digital banking, business services, and digital services experience preferred; related training or experience considered. Demonstrated proficiency in member service and sales conversations. Strong communication, problem-solving, and interpersonal skills. Ability to learn and maintain proficiency across multiple operational functions. Working knowledge of Microsoft Office and business applications. Ability to adapt quickly to changing business priorities and technology. IRA experience or training preferred. JOB RELATIONSHIPS This position reports directly to the Contact Center Managers and may have daily contact with employees, management team, members, Board of Directors, and outside organizations. ESSENTIAL MENTAL, PHYSICAL & ENVIRONMENTAL DEMANDS General - The physical demands described here are representative of those that must be to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. Physical - Office mobility required. Approximately 20% standing, 70% sitting, 10% walking, as need demands. Possess sufficient manual dexterity to skillfully operate standard office equipment including a computer or typewriter keyboard, 10-key calculator, facsimile machine, photocopier, and telephone. Other demands include talking, handling & reaching, seeing (corrected vision) and hearing in normal range. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. A telephone device to enhance hearing will be provided if needed. Occasional light lifting. The employee must occasionally lift and/or move up to 30 pounds. Periodic inter-branch or interdepartmental access may be required, including for distribution and access to various materials, equipment, meetings, etc. Storage and retrieval of materials, maximum reach required is 84 inches. Mental - Mental effort required involving considerable organization, planning and analytical efforts with superior communication. General demands include alertness, observation, empathy, ingenuity, learning ability, problem solving; patience; initiative; memory; objectivity, creativity, speaking ability, reading, and writing ability, judgment, persuasiveness, concentration, flexibility, precision, and auditory discrimination. Environmental - Minimal discomfort from heat, dust, air conditioning. The noise level is usually moderate, including external road noise. Transport within remote branch and/or main office/facility may be single or multilevel (as required) including a variety of stairways, elevators, etc. Exposure to computer and other electronic equipment. Lunch/break area exposed to microwave; and is in the basement at main office. Facility is 100% free of tobacco smoke. Equipment - Essential equipment used includes, but may not be limited to telephone, personal computer, other on-line computer terminal(s), calculator, and office security systems. Non-essential equipment generally includes paper shredder, photocopy machine, facsimile (fax) machine, etc. APPROVALS This is to acknowledge the undersigned have thoroughly reviewed the position description. It is understood that while this document attempts to provide a complete description of the position requirements, it does not include an exhaustive list of functions which may be delegated from time to time. It is understood Red Canoe CU reserves the right to revise, change or disregard certain or all position responsibilities when, in the opinion of management, circumstances warrant. The employee further acknowledges their understanding of each position responsibility for which they will be held accountable and agrees to carry each out to the best of their ability. This position does not constitute a written or implied contract of employment. ____________________________________ Employee: _______________ Date: ____________________________________ Manager: _______________ Date: ___________________________________ CHRO: ________________ Date: REVISED October 2026 Red Canoe Credit Union provides the following benefits to all employees. Medical, Dental & Vision Insurance Employee Assistance Program Life Insurance 401K with employer match Wellness Program Flexible Spending Account PTO leave Paid Jury Duty Leave Paid volunteer time A few more perks Annual logo wear allowance Gym Reimbursement Tuition Reimbursement for full-time employees Employee loan discount Bilingual pay differential EEO/AAEmployer/Vets/Disabled/Race/Ethnicity/Sex/Age