Contact Center Associate

About Us

Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 14 branches throughout Western Washington. We have a passion for making a positive difference. As a $2 + billion-asset credit union, we are deeply committed to our members' financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization towards our goals for strategic growth and operational excellence.

Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support.

At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success. They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers. To learn more, visit kitsapcu.org.

About the Role

Kitsap Credit Union is hiring full-time hourly Contact Center Associates to work out of our East Bremerton location. The first six months will be on-site, after which you may be eligible for a hybrid schedule based on satisfactory performance. This position is responsible for providing exceptional service through all digital channels while deepening member relationships by cross-selling products and services and educating on digital and self-service options.

Quick Facts

Reports to: Contact Center Supervisor

Employment Type: Full-time, hourly, non-exempt, in-person/hybrid

Salary Range: $22.28 - $24.00/hour depending on experience

Bonus Target: 5% potential incentive of base pay

Working Hours: Monday - Friday 8am-6pm, plus rotating Saturdays 9am-4pm; 40-hour work week

Grade: 5BC

Industry: Banking

Key Responsibilities

• Authentically engage members and callers through asking relevant and meaningful questions, identifying their needs, and making appropriate product and service recommendations.
• Perform daily operations including basic transactions, card maintenance, new accounts, assisting members with their online banking and other financial needs.
• Promote and effectively educate members on digital and self-service options, with continual education as new products and digital services are introduced.
• Contribute to and support a positive work environment to ensure an effective, high performing, and cohesive team.
• Adhere to operational, regulatory, and security requirements while minimizing losses.
• Maintain a high level of confidentiality relative to any information received directly or indirectly at all times.
• Contribute to effective department and credit union operations by performing other related duties as assigned.
• Understand, model, and represent KCU's core values.

Basic Qualifications and Education

• High School diploma or GED.
• Minimum one year customer service and/or retail sales experience.
• Availability during Saturdays and extended business hours.
• Excellent interpersonal communication skills including effective listening, speaking, and writing.
• Proficient in Microsoft Office applications.
• Ability to learn and maintain strong level of expertise with Kitsap Credit Union's core operating systems and self-service technology (iPhones, Androids, etc.).
• Ability to handle stress in a high volume and fast-paced environment.

Preferred Qualifications

• Previous financial institution experience a plus.

Please note:

Kitsap Credit Union does not offer visa sponsorship for this position. Candidates must be legally authorized to work in the United States without current or future sponsorship.

Our Values

Integrity: We believe in acting with honesty, trust, and respect which are at the forefront of our daily engagement.

Responsibility: We believe that responsibility is holding ourselves accountable for our decisions, actions, and their outcomes.

Collaboration: We believe in the power of a diverse…