Contact Center Services Specialist

Description

Job Title:  Contact Center Service Specialist

At Premier America Credit Union, our Core Purpose is to serve our members by making it easier to meet today’s needs and reach tomorrow’s dreams. Talented team members succeed in our organization by demonstrating a commitment to our shared values of accountability, friendliness and respect, a passion for delivering great service, giving back to our communities, and pursuing personal growth. Come grow with us and be part of growth and the Premier America family!4

Overview: 

We are seeking a dynamic Contact Center Service Specialist, who is experienced with performing a broad variety of Contact Center member services, including but not limited to, opening and closing accounts, ordering checks for members, debit card orders, processing mail and wire requests. Answer member questions regarding Credit Union services. Perform a variety of telephone transactions and account maintenance. Respond to secured emails and live chats. Identify member needs and cross sell products and services. Meet or exceed department standard for agent performance as required. 

• Customer      Service:  You are a resource in identifying and resolving      member servicing issues and enhances member experience by providing distinctive      quality service.
• Teamwork:       Your ability to encourage and exchange creative ideas, to provide      practical solutions to problems, will be used to promote innovation.
• Communication:  Your      effective communication style will be used to transmit, receive, and      accurately interpret ideas, information, and needs through the application      of appropriate communication behaviors. 

What You Will Do: 

• Assumes responsibility for ensuring member service functions are performed in an effective, accurate, professional, and efficient manner according to the Credit Unions’ established policies, standards and security procedures.
• Represents the Credit Union in a courteous and professional manner.
• Properly identify members before disclosing account information.
• Identify member concerns in an effort to expedite resolutions and provide excellent member experience.
• Educate, promote, and refer the Credit Union’s products and service that meet our member’s financial needs.
• Answer more complex questions and provide resolution for members and staff.
• Assist with inbound requests received via other channels such as Live Chat and Chatbot, service events and secured messages as needed. 
• Ensure that all member account information is secured at day end or properly disposed.
• Perform outbound calls, fax information, assist with new hire team members, mentoring and follow up on members’ requests.
• Actively and professionally cross-sell the Credit Union’s products and services
• Provide advanced understanding of IRA products and services. 

Requirements

What We Are Looking For: 

• High school graduate or equivalent
• General knowledge of credit union policies and procedures. 
• General understanding of credit union products and services. 
• A minimum of (2) two years of experience working in a member/customer facing environment. 
• Experience working in a financial institution call center or branch office strongly preferred. 
• Experience working with account management and transaction processing software is required.
• Excellent communications and public relations skills. 
• Ability to use a personal computer and related software applications including Microsoft Word and Excel.

Key words: banking, credit union, customer service, call center, telephone center, telephone service center, customer service call center

Premier America Credit Union will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

Equal Opportunity Employer Veterans/Disabled

Pay Grade Info:

To provide greater transparency to candidates, we share base pay ranges for all our job postings regardless of State.  We set standard pay ranges for all roles based on function and level of expertise, benchmarked against similar stage growth companies.  Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed below.

The base pay range for this position is: $22 - $27 / hourly

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