Contact Center Specialist

Role Overview

• Assist members interacting with the credit union via phone, chat, secure messages and SMS.
• Ensure high levels of member satisfaction through excellent service.
• Perform teller functions for members (i.e., transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and transactions information, reissue and reset pin, process loan or credit card payments, etc.)
• Identify products/services that might be beneficial to members and provide them with information about our products/services and encourage them to upgrade their membership reward with SFCU (cross-telling/selling).
• Follow and achieve personal and department’s goals on a monthly, quarterly, and yearly basis.
• Perform outbound escalation calls to ensure members’ urgent needs are met within a timely manner.
• Resolve issues that may arise and anticipate the member’s needs and make the appropriate recommendations to help members avoid future issues in a polite and friendly manner.
• Cross-sell our various self-serve channels (online banking).
• Assist members in setting up and troubleshooting online services.
• Determine if direct assistance can be provided or connect the caller with the appropriate resource to address their need, minimizing the caller’s time and effort in resolving their concern.
• Answers questions and/or resolves complex problems on member accounts using all channels. This requires the ability to troubleshoot with the member online banking, mobile banking, bill payment services, and other methods of accessing credit union information.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act and the Office of Foreign Assets Control.

Requirements

• 2 years of similar or related contact center and banking experience, including preparatory experience.
• A significant level of trust, credibility and diplomacy is required.
• In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Learn and cross-train departmental duties of the credit union.
• Handle considerable financial record keeping requirements.
• Work within precise, standardized guidelines with latitude to make decisions.
• Accept responsibility for assigned duties and possess the creativity required to successfully complete those duties.
• Knowledge of Contact Center policies, procedures, and metrics
• A high school degree or equivalent
• Must be able to read and carry out various written instructions and follow oral instructions.

Benefits

• 100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents
• Employer 401(k) matching up to 5% plus additional annual discretionary contributions
• Education reimbursement up to $5,200/year
• Employee recognition program with cash incentives
• Commuter Toll reimbursement $100-$200/month (based on position)
• Wellness Benefits up to $1,200 per year
• Paid Sick Time accrues at two weeks per year
• Paid Vacation Time accrues at three weeks per year
• Paid Federal banking holidays (approximately 11 per year)
• Ongoing training and education, seminars, and conferences
• Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
• Waived fees and deposit bonuses on Stanford FCU accounts
• Flex health/transit plan availability
• Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources