Contact Center Multi-Channel Specialist

Role overview

A remote multi-channel contact center role serving members of a member-owned financial institution, handling inquiries across phone, live chat, and secure messaging. The position focuses on building trust-based relationships while meeting transaction, service, and product-referral goals in a high-volume environment. Work is fully remote within Washington or Oregon, on a full-time Monday-Friday schedule with rotating Saturday shifts.

Responsibilities

- Engage members across voice, live chat, and secure messaging, adjusting tone, clarity, and pacing for each medium - Process account transactions such as withdrawals, loan payments, wire transfers, and money movements while balancing multiple simultaneous interactions - Troubleshoot online and mobile banking issues, providing setup and usage guidance through text-based channels where written clarity matters most - Apply member identification and fraud-detection protocols, with heightened vigilance when vocal cues are absent - Identify cross-sell opportunities by reading member behavior and recommending relevant loan, deposit, or service products across any channel - Meet production, quality, and referral targets while adapting sales approaches to fit the format of each interaction

Requirements

- At least one year of experience in a high-volume contact center environment - Strong written and verbal communication, including active listening and the ability to explain financial information clearly without vocal cues - Working knowledge of deposit accounts, loans, and standard core-banking systems - Skill in de-escalating and resolving difficult member interactions professionally - Ability to multitask across calls, chats, and messages while maintaining accuracy and compliance - Comfort with scheduled weekday hours and rotating Saturday shifts

Nice to have

- Prior experience at a bank, credit union, or other financial institution - Familiarity with Symitar or comparable core-banking platforms - Bilingual ability, which may qualify for an additional hourly differential subject to verification

Benefits and work setup

- Remote role limited to candidates residing in Washington or Oregon - Full-time, 40 hours per week; Monday-Friday 7:45 AM-6:00 PM with rotating Saturdays 9:30 AM-2:00 PM - Hourly compensation band and performance-based incentives described in the original posting - Benefits package for eligible employees and family members, including medical, dental, vision, and life insurance options