Contact Center Representative

Harborstone operates as one of the most committed and passionate credit unions in the state of
Washington. Our culture is about people, it’s the foundation of everything we do and we work hard
to demonstrate our values in every interaction. Our mission is to create a thriving community by
helping our members realize their full potential. In order to deliver on this, we hold ourselves
accountable to viewing our business from a growth mindset lens, this ensures we stay empathetic
and we solve for our membership’s real-life financial needs or pain points. We are not out to sell
our “banking” products and services, our sole motive is to create a cooperative of people who help
people, and provide the relevant products and services that enable our membership to manage their
everyday financial needs.

Compensation: 

Minimum $20.00/hour

Maximum $30.00/hour

Placement in the pay scale will be determined by experience and qualifications.

Bilingual Preferred

• Proactively engage and manage member relationships by putting member’s financial
needs and goals in the center of the conversation at every interaction.
• Act as a financial coach that helps their members set goals and celebrates when they
achieve them.
• Effectively develop and maintain relationships with new and existing members.
• Communicate effectively by member’s preferred communication channel, either in
person, by phone, or by email.
• Develops and maintains ongoing product and industry knowledge to ensure confident
financial recommendations and advice, including those provided through all business
units and third parties.
• Makes appropriate recommendations and decisions for lending, deposit, and service
charge requests that balance the needs of the member with the needs of the membership
and promotes a growing financial cooperative.
• Refers products and services that expressly meet members’ goals, financial dreams, and
reduce money stresses by considering the long-term impact of credit and deposit
products to the member.
• Strives to resolve all member calls with a one call resolution, ensuring confident,
accurate, timely information is shared with members.
• Manage member concerns and understand escalation process when needed.
• Maintain understanding of all consumer and business-related products and services to
effectively refer products and services to members.

• Demonstrate a deep sense of urgency in answering our member’s calls quickly to show
them that we care about being easy to reach when they need us most.
• Excellent communication skills are required to proactively engage with members
regarding specials and promotions which contribute to their overall financial wellbeing.
• Demonstrates a strong sense of urgency in answering and managing the call queue
daily.
• Build strong and lasting financial relationships with members.
• Demonstrates problem solving and critical thinking skills by leveraging resources
effectively to meet members’ needs.
• Well-versed with lending products and demonstrates the ability to uncover needs and
recommend appropriate options.
• Demonstrates Member Experience behavior expectations, Member Experience
relationship skills, and utilizes Member Experience tools.

Required Experience/Education:

• Completion of Harborstone’s internal training systems as required. Financial Navigator Training Certifications.

• Basic Microsoft Office Skills.

• High school diploma.

Physical Considerations:

• Must be able to effectively read, write, and listen as well as communicate verbally, electronically and in written form with employees, members, board members, vendors, and the general public as required.

• May be asked to handle, move, and/or carry large boxes of supplies weighing up to 50 pounds.

• May require stooping, bending, squatting, and reaching for limited periods of time.

• May require sitting and standing for long periods of time.