PT Contact Center Specialist/PT Bilingual Contact Center Specialist

Location

Remote

Status

Part-Time Regular, Non-Exempt

Pay Range

The full pay range is $19.73 - $29.59 hourly. Depending on experience and qualifications. In addition to your salary, compensation incentives are available. Incentive targets vary by role.

We offer a bilingual differential for employees who can assist our members' financial needs in a second language. Proficiency is subject to passing a standardized verbal assessment. Currently approved languages are Korean, Russian, Spanish, and Tagalog.

Applicants are encouraged to apply by October 9th, 2024 5:00 PM PST.

We are seeking a PT Contact Center Specialist to join our team! This position establishes professional and quality service-based member relationships focused on meeting the financial needs of each member.

Visa sponsorship not available.

Contact us at 800.258.3115 with any questions or request for accommodation.

Responsibilities:

• Greets and welcomes existing & potential members calling the credit union in a courteous, professional and timely manner.
• Answers members' requests for information about statements, share withdrawals and loan payoffs; computes interest rates for loan payoffs.
• Introduces and sells all loan programs and services to members based on meeting their financial needs.
• Maintains an up-to-date and comprehensive knowledge of all credit union products and services. Attends internal training classes and actively participates in Bright Solutions University learning opportunities.
• Performs a variety of transactions on member and business accounts. Accurately and efficiently processes and records routine transactions for members including withdrawals, processing loan payments and money transfers.
• Performs MIP (Member Identification Program) process as outlined in the credit union’s Bank Secrecy Act procedure. Ensures the security and confidentiality of private member information. Refers to procedure 9009 for current guidelines.
• Provides member service in certificates, stop payments, VISA/plastic card, CD's, Money Market, and other services, as applicable.
• Assists members with account services issues (i.e., resolve account problems and other services).
• Follows established security procedures (i.e., dual control, robbery, safety, cash control, etc.).
• Effectively participates in core Sales and Marketing initiatives through educating our members on program features and benefits.
• Works diligently to meet or exceed production and referral goals established by management.
• Maintains well-developed working knowledge of the assigned duties and job functions; keeping up to date and requesting additional training and/or development as needed.
• Reports regularly to work and returns from breaks and meal periods on time according to the posted schedule.

Education and Experience Required:

• High School Graduate or GED
• 1+ months related experience

Education and Experience Preferred:

• Associates Degree
• 7+ months related experience

Knowledge, Skills and Abilities:

• Knowledge of Bank Secrecy Act, Patriot Act, Federal Right to Privacy Act, Fair Credit Reporting Act, Truth In Lending regulations; in addition to other state, and federal security laws and applicable regulations for banks and financial institutions.
• Knowledge of current products offered by competitors.
• Knowledge of the complete line of products and services offered.
• Knowledge of credit union policies, procedures and established processes and the Symitar system are preferred.
• Knowledge of federal, state and local laws, statutes, regulations codes and standards related to the area of responsibility.
• Skill in dealing effectively and politely with angry members and solving member’s problems.
• Skill in the use of Credit Union services such as Billpayer, ATM, VISA, audio response, home banking.
• Skill in time management and workload organization.
• Skill in utilizing phone system.
• Actively learning by understanding the implications of new and existing information for current and future problem solving and decision-making.
• Establishing and maintaining effective working relationships with area Vice Presidents, Directors, Branch Managers, and employees.
• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Performing effectively in environments with frequent workload changes and competing demands.
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions and approaches to problems with successful outcomes.
• Actively looking for ways to help members and co-workers.
• Ability to apply basic investigative techniques: interviewing, validating factual information, and preparing clear and concise reports.
• Ability to apply skills learned by attending Schneider Sales Training.
• Ability to cross-sell to members who are inquiring about their accounts or about the credit union's services.
• Ability to deal effectively and professionally with members who are experiencing difficulty with their accounts, e.g., NSF checking, account reconciliation.
• Ability to display a positive and professional attitude and to demonstrate effective interpersonal skills.
• Ability to effectively communicate written and oral communication skills. Displays professionalism in presentations to members and potential members.
• Ability to establish professional and quality service-based member relationships focused on meeting the financial needs of each member.
• Ability to promote and maintain positive attitude, team spirit and focus on member.
• Ability to quote dividend projections.
• Ability to work effectively and productively to meet deadlines in a fast-paced and sometimes stressful environment.
• Effectively researching job related situations and finding solutions.
• Establishing and maintaining a good rapport with management, employees, vendors and members.
• Establishing program goals and objectives that support the credit union’s strategic plan.
• Maintaining a high level of confidentiality in all areas of responsibility.
• Performing duties accurately and with attention to detail.
• Performing job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Using good judgment and make decisions within scope of job.
• Working under pressure or stress, handling multiple tasks and meeting deadlines with frequent changes to priority status.

Benefits

This position is eligible for Part-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Medical, Dental, and Vision insurance is paid at a 100% by company for the employee coverage. We also offer Health Care FSA (HCFSA) and Day Care FSA (DCFSA). Employees have access to disability and AD&D insurance. Employees are able to enroll in our 401k plan. Part-time employees will accrue time off on the same schedule as full-time employees with the accruals pro-rated based on their scheduled FTE and the following guidelines.

All benefits except 401k start the first of the month after 30 days of employment. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment.

EEO Statement
TSCU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.