Connection Center Representative

Cascade Federal Credit Union

Location: Kent, WA

Employment Status: Full-time

Supervisor: Connection Center Leadership 

FLSA Status: Non-Exempt

POSITION SUMMARY:

The Connection Center Representative plays a key role in delivering remarkable service to our members by providing professional, efficient, and accurate support through multiple channels, including phone, email, and digital platforms. This position serves as the voice of Cascade Federal Credit Union, assisting members with transactions, inquiries, and product education while upholding our service standards and commitment to excellence.

This role requires strong communication skills, attention to detail, and a genuine desire to help members achieve financial success. The ideal candidate thrives in a fast-paced, team-oriented environment and takes pride in representing the credit union’s mission and values.

Essential Functions:

Member Service & Support

• Serve as the first point of contact for member inquiries, providing prompt, courteous, and accurate assistance.
• Process transactions, account maintenance requests, and service inquiries efficiently and in compliance with policies and procedures.
• Educate members on Cascade FCU products, services, and digital banking tools to enhance convenience and engagement.
• Identify member needs and make appropriate product or service recommendations.
• Handle member concerns with professionalism and discretion, escalating complex issues to the Lead or Manager as needed.
• Maintain a high level of knowledge of credit union products, services, policies, and procedures.

Operational Excellence

• Adhere to established performance standards, including call handling, availability, and quality metrics.
• Participate in regular coaching, training, and performance feedback sessions to support continuous improvement.
• Ensure compliance with all credit union policies, procedures, and applicable regulations.
• Maintain accurate and timely documentation of member interactions in core and ancillary systems.
• Support cross-departmental collaboration to ensure seamless member experiences.

Team Collaboration & Culture

• Contribute to a positive team environment that reflects Cascade’s Climbing Together values.
• Participate in daily huddles, team meetings, and training sessions to share knowledge and best practices.
• Support departmental goals related to service quality, efficiency, and member satisfaction.
• Demonstrate Cascade’s S.T.R.I.D.E (Safeguard, Team Player, Remarkable Service, Innovative, Dedicated, Engaged) values and uphold our culture of remarkable service, empathy, and integrity.

REQUIRED EDUCATION AND EXPERIENCE:

• High school diploma or equivalent.
• 1+ year of customer service experience in a financial institution or contact center environment.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office and the ability to quickly learn new systems.
• Dependable, detail-oriented, and able to manage multiple priorities.
• Must pass pre-employment background and credit checks.
• Must be bondable.
• Consistent and satisfactory attendance is required.

Preferred:

• Experience in a credit union or banking environment.
• Familiarity with Symitar or similar core banking systems.
• Spanish speaking bonus offered.

POSITION TYPE/EXPECTED HOURS OF WORK:

This is a full-time, on-site, position: Monday through Friday

TRAVEL:

No travel is expected for this position.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity and Accommodation:

It is the company’s policy to select, place, train and promote the most qualified individuals based upon relevant factors such as work quality, attitude, and experience, so as to provide Equal Employment Opportunity for all employees in compliance with applicable local, state and federal laws and without regard to non-work related factors such as race, color, religion/creed, sex, national origin, age, disability, marital status, veteran status, pregnancy, sexual orientation, gender identity, or other protected status. When applicable, the company’s policy of non-discrimination applies to all terms and conditions of employment, including but not limited to, recruiting, hiring, training, transfer, promotion, placement, layoff, compensation, termination, reduction in force, and benefits. It is the company’s philosophy and practice to provide reasonable accommodation, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodation may be made available to individuals with disabilities to perform their essential duties.

• Duties are performed in an office environment.
• The noise level is moderate.
• Physical exertion is moderate.
• There are frequent employee/member contacts and interruptions in person and via the telephone throughout the day.

NOTE: Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs.