Contact Center Representative (Hybrid)

WHY WESTERRA? At Westerra Credit Union, we believe You Can Do Money. It is more than just a phrase. It is a mindset that shapes how we empower each other and our members to take control, grow, and thrive financially. Our culture is built on beliefs that guide how we show up every day. We focus on being member-obsessed, radically transparent, relentlessly collaborative, and always learning in motion. These are not just words. They are the heart of everything we do. Inspired by our vision to Out-Love Every Bank in Colorado, we bring genuine care and dedication to every member interaction. Our mission to teach, guide, and ignite members to own their financial future drives us to create meaningful, personal connections. This mission comes alive through our MX Code, which encourages us to anticipate needs, listen deeply with both heart and head, find the best total solution, mark the moment, and truly own the impact we make. This is how we translate our strategy into experiences that matter. When you join Westerra, you become part of a vibrant community where innovation, openness, and collaboration are not just ideals; they are daily practices. Everyone is invited to bring their authentic selves, curiosity, and passion to the table. Together, we learn, grow, and thrive, committed to making a real difference for our members and one another. Because at Westerra, we do not just talk about money, we believe you can do money. WHAT IS THE ROLE? AT WESTERRA CREDIT UNION, A CONTACT CENTER REPRESENTATIVE ASSISTS MEMBERS BY ADDRESSING THEIR INQUIRIES, RESOLVING ACCOUNT ISSUES, AND PROVIDING INFORMATION ABOUT FINANCIAL PRODUCTS AND SERVICES. THIS ROLE HANDLES TRANSACTIONS, TROUBLESHOOTS TECHNICAL PROBLEMS, AND OFFERS PERSONALIZED SUPPORT TO ENSURE A POSITIVE MEMBER EXPERIENCE. THE ROLE INVOLVES USING COMMUNICATION SKILLS AND FINANCIAL KNOWLEDGE TO MEET MEMBERS' NEEDS EFFECTIVELY. THE PERSON IN THIS ROLE SHOULD HAVE A PASSION FOR SERVING OUR MEMBERSHIP, OUR COMMUNITIES, AND DELIVERING UPON OUR PURPOSE. WHAT WILL BE EXPECTED OF ME? * Assists members with transactional needs according to established processes and service standards, including answering member inquiries and issue resolution. * Ability to stay composed and handle challenging situations effectively * Understands and speaks to members about Westerra's products and services; referring them to the appropriate team member. * Assists members with technology and digital solutions at their disposal. * Consistently demonstrates the Westerra Way Experience and complies with all policies, procedures and Federal and State laws and regulations. * Maintains high level of confidentiality * Other duties as assigned. Will I have Direct Reports? No WHAT AM I BRINGING? EXPERIENCE/EDUCATION: * 1+ year experience in customer service * Prior call center experience (preferred) * Banking or Credit Union experience (preferred) SKILLS AND ABILITIES: * Ability to listen and respond to member/customer needs, seeking clarification when needed * Understanding of product and services offered through the credit union * Ability to stay composed and handle challenging situations effectively * Strong verbal and interpersonal communication * Proven attention to detail * Ability to solve problems and respond with appropriate solution * Basic Computer Knowledge * Accountable for basic short-term tasks and work is primarily routine and follows standard procedures. * Uses basic judgement under close supervision or instruction * Understanding of procedures for basic technical, administrative, or operative tasks. WHAT IS THE WORK ENVIRONMENT LIKE, AND ARE THERE PHYSICAL REQUIREMENTS FOR THIS ROLE? * Hybrid: Typically, a dispersed, flexible team environment both on Westerra campus (at least 2x/week) and remote. Employees must reside in Colorado or be willing to relocate prior to starting employment. Residency is required for payroll and state tax purposes. * Monday – Friday and Saturday on rotation * Office environment * Works primarily at a desk Salary: in addition to the starting hourly rate of $20.00, this role is also eligible for Westerra’s self-funding reward plan. This plan pays out a cash incentive annually if Westerra hits specific criteria tied to financial goals and this role has a direct impact on the outcome of those results! WHAT ARE SOME OF OUR BENEFIT OFFERINGS? * Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options * Two dental plans through Delta Dental * Basic life and AD&D insurance, short-term disability and long-term disability * 20+ days of paid time off (PTO) per year * 16 hours of volunteer time off (VTO) per year * 11+ paid holidays * 401(k) that includes up to 6% match * Up to 2% off the rate on a new Westerra mortgage, applicable to primary residence, second home, or investment property * 2% off Auto/RV/Motorcycle Loans * Up to $5250 per year for educational reimbursement * 4 weeks of paid parental leave * Mental health resources including an Employee Assistance Program (EAP) * Individualized learning and development programs Please note, applications will be accepted until at least October 28, 2026.