Contact Center Quality Manager jobs in Bremerton, WA

About Us

Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 16 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 in-person out of our East Bremerton location. 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.

This is a great role for someone who works in a contact center with a focus on service and sales or someone in the retail or restaurant industry and wants a change! At KCU you will get a more consistent schedule and added bonus of holidays off. You will consistently be learning in this fast-paced environment and will gain deep knowledge about the credit union.

Quick Facts

Seniority Level: Individual Contributor

Reports to: Contact Center Manager

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

Salary Range: $17.32 - $25.98/hr depending on experience

Bonus Target: 5% potential incentive of base pay

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

Grade: 5BC

Industry: Banking

Job Functions: Call Center, Customer Service, Finance, Banking, Contact Center Representative

What you will do

• 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.
• Maintain a high level of confidentiality relative to any information received directly or indirectly at all times.

This role may be right for you if you enjoy connecting with people in a customer service environment and enjoy meeting customer needs with tailored service solutions. You pride yourself on your ability to meet each person as an individual, meet personal sales goals, and contribute to team goals. Your previous employers praise your keen eye for detail, and your previous co-workers talk about your ability to see opportunities and act on them. Your friends consider you welcoming, and your family is proud of your ability to coach others in their financial aspirations.

Basic Qualifications

• High School diploma or GED
• Minimum one year customer service and/or retail sales experience
• Availability during Saturdays and extended business hours

Preferred Qualifications

• 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
• Previous financial institution experience a plus

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 group of people working together to achieve a united outcome.

Authenticity: We believe activities in actions that demonstrate our commitment to be transparent, dependable, and genuine in every day.

What We Offer

Not only are we one of the largest credit unions in Washington State, and growing, but we are also a company that cares about its employees. We back that up for our employees by offering competitive pay and a benefits package that helps support you and your family’s lifestyle. We value our employees, and we strive to keep our benefits comprehensive and affordable. Some of our benefits include:

Careers | Kitsap Credit Union (kitsapcu.org)

• Free onsite parking
• Annual time off and sick time accrued
• 11 Paid holidays
• 1 Personal day
• Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance
• Employee Assistance Program
• Choose from a PPO medical plan or a High Deductible with a Health Savings Account
• 3% KCU funded Safe Harbor Contribution to your 401K
• KCU will match up to 2% of your 401K contributions
• All 401K contributions are 100% vested
• Potential annual incentive in all roles within Kitsap Credit Union
• Tuition reimbursement
• 8 hours of paid volunteer time off
• Discounts on KCU's products and services
• Paid Care.com membership

We believe in the power of belonging – it’s in our DNA as a not-for-profit, member-owned cooperative. Our un-bank-like structure ensures that we remain all about people: our members, our employees, and the people in the communities where we live and work. We work hard to provide a collaborative and inclusive environment where you can grow and excel in your career.

We are dedicated to serving our members by providing personalized experiences, convenient access, and highly competitive products and services. But it goes much deeper than that. For more than 86 years, we have been relentless about making a positive difference in our communities. We understand that when our members and communities succeed, we all succeed, and that success can’t happen without great employees. If this is the kind of organization, you’re looking for.

****** Employment is contingent upon satisfactory credit, background, and reference checks. Kitsap Credit Union is an Equal Opportunity Employer. All qualified applicants for employment will receive consideration without regard to sex, marital status, race, color, religion, national origin, age, veteran status, disability, genetic information, or any other protected status. ******

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