Contact Center Representative II

3 weeks ago

Concord, United States Pacific Service Credit Union Full time
Working for Pacific Service Credit Union

We put people first. That includes our members, our employees and the communities we serve. We hire energetic and enthusiastic people who want to work as part of our team.

What's in it for you?

Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents.

401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. All employees are vested at 100% for the employer match beginning the first day of employment.

Bonus program: All employees are rewarded for attaining our annual organizational goals.

Tuition Reimbursement program for employees eligible after six months of service.

Recognition program where employees can be nominated by management, their peers or by members.

Employee referral bonus.

Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.

Employees are eligible to receive a consumer loan rate discount

Vacation and sick time: Full-time employees receive more than two weeks' vacation per year, 11 paid holidays and 10 days of sick leave.

Our Hiring Process

We believe it's important for you to know where you stand in our hiring process. Below is an outline of the steps we take to make the best hires possible.

Apply: Submit your resume for one of our job openings.

Our Talent Team and our partner - Total Quality Consulting (TQC Team) will review your submitted information and will call or email successful applicants for an interview as soon as possible.

In-Person Interview: After a screening call with TQC, we'll invite a final number of candidates to our office for an in-person interview or set up a live Zoom meeting with the hiring manager(s).

If we believe that you have what it takes, we'll make an offer and provide next steps in the hiring process

Position Summary: The primary duty of the Contact Center Representative II is to provide superior member service while completing transactions and providing information on products and services to members via telephone and other remote delivery channels. This position may be eligible for the credit unions telecommute policy.

Essential Functions:
  • Answer telephone calls in a timely manner and assist callers with questions regarding products and services, or refer callers to the proper department.
  • Consistently meets or exceeds in cross selling credit union products and services to members in accordance with established goals.
  • Accurately process written and verbal requests for various monetary transactions and balance drawer daily.
  • Process mail and written correspondence, such as certificate renewals, check orders, check hold releases, escheat notices, etc.
  • Perform IRA/ESA transactions, including account openings and withdrawals. Accurately complete all related product forms, and assist members over the telephone with form completion. Answer IRA/ESA questions.
  • Identify and correct member account problems, including account deposit and loan payment adjustments, through research and follow-up.
  • Perform various account file maintenance, including processing requests for change of address, account ownership modifications, re-ordering ATM/Debit/Credit Cards, etc.
  • Perform security assistance and technical troubleshooting of various remote delivery products, such as, but not limited to, card products and related services, online and mobile banking, IVR, Bill Pay, P2P.
  • Review various department reports and perform appropriate account maintenance and follow up.
  • Provide service and correspond with members through BranchLine secure messaging, Live Chat instant-messaging or other contact channels
  • Assist Member Inquiries related to Wire transfers such as completion of forms and documents.
  • Process ownership changes, such as adding or removing joint owners, updating beneficiaries, and name changes and process mailed in member applications.
  • Compose Account related letters such as Verification of assets, balance verification, pay off letters etc.
  • Provide support, when applicable, on the Assist Line.
  • Provide support for monthly departmental mailings.
  • Assist in training employees as needed.
  • Identify and recommend ways to continuously streamline or improve the work process and/or the work environment.
  • Assist in researching and documenting department procedures and best practices.
  • Comply with all federal and state laws, as well as organizational policies, procedures, and processes, including (but not limited to) those related to the Bank Secrecy Act (BSA), Identity Theft Red Flags, and Office of Foreign Assets Control (OFAC). Perform related responsibilities as required.
Non-Essential Functions:
  • Perform other duties as assigned by the Contact Center Manager or the Assistant Manager.
Knowledge, Qualifications and Skills:
  • Education: High School diploma or equivalency required. College degree in Business, Communications, Marketing or other related business discipline desired.
  • Experience: 2 - 3 years' experience in a Contact Center preferred. Knowledge of credit union industry, regulations and operations desired.
  • Skills and Abilities: Ability to answer telephones and communicate effectively with members and other credit union staff in person, in writing and by phone and manage difficult members and situations that arise. Must be a self-starter who is team oriented with a strong service philosophy that is able to multi-task in a fast-paced environment. Knowledge of Symitar software system preferred. Spanish/English bilingual desired. Proficiency in computer programs, (e.g., Microsoft Office).
  • Extra Credit Skills: You will bring your enthusiasm, collaborative work-style, inquisitive attitude, flexibility, creativity, focus on excellence, and overall "great-to-work-with" demeanor. Previous experience with a financial institution with basic knowledge of financial products and services is a plus.
  • Travel Required: Up to 20% travel may be required. Travel during assigned shifts requires ability to operate personal vehicle. Travel to or from PSCU remote locations; similar, but not limited to our Fresno branch or our headquarters location in Concord as scheduled.
  • Hours Required: Non-Exempt employee with a work schedule of Monday through Friday, generally 8 a.m. to 5 p.m., with some alternate work schedules. Hours may fluctuate moderately to accommodate business development activities.

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