Customer Service Representative

2 weeks ago

Palo Alto, California, United States Stanford Federal Credit Union Full time
Position Overview

Part-Time Member Support Specialist Opportunity at Stanford Federal Credit Union

*Please note, this role is not fully remote*

Our mission is to enhance financial well-being. If you are a dynamic, empathetic, and team-oriented individual eager to make a positive impact, we invite you to consider this opportunity. At Stanford FCU, our members are our priority, as we are a non-profit organization owned by our members. Our clientele includes individuals from Stanford University and leading companies in Silicon Valley, and we offer them unparalleled financial benefits.

Stanford FCU is a $4 billion organization with a global presence, serving 86,000 members across 90 countries and expanding. Experience the rewarding environment of a Bay Area Top Workplace. As our CEO emphasizes, "we work diligently and enjoy our time together," and we need your expertise to further our mission of enhancing financial lives.

Who YOU are:

  • Possess 2 years of relevant experience, including preparatory roles.
  • Hold a high school diploma or equivalent.
  • Exhibit a high degree of trust, credibility, and diplomacy, as interactions may involve sensitive or confidential matters.
  • Demonstrate the ability to work independently or collaboratively with minimal supervision.
  • Willingness to learn and cross-train in various departmental functions.
  • Capable of managing extensive financial record-keeping responsibilities.
  • Adhere to established guidelines while exercising decision-making authority.
  • Accept accountability for assigned tasks and display creativity in their execution.
  • Familiarity with Contact Center policies, procedures, and performance metrics.
  • Ability to comprehend and follow written and verbal instructions.

What YOU'LL do:

  • Assist members engaging with the credit union through phone or chat communications.
  • Ensure exceptional member satisfaction through outstanding service.
  • Perform transactional functions for members, such as transferring funds, stopping payments, closing accounts, and providing balance information.
  • Identify and promote products/services that may benefit members, encouraging them to enhance their membership rewards.
  • Conduct outbound calls to address urgent member needs promptly.
  • Resolve member issues proactively and provide recommendations to prevent future concerns.
  • Promote our self-service channels and assist members with online banking setup and troubleshooting.
  • Determine the appropriate level of assistance required or connect members with the right resources to resolve their inquiries efficiently.
  • Address complex member account inquiries across various communication channels, demonstrating troubleshooting skills.
  • Comply with relevant laws and regulations, including the Bank Secrecy Act and the Patriot Act.
  • Perform specific tasks as delegated by management.
  • Availability to work M-F from 10:45 AM to 3:15 PM and Saturdays from 8:45 AM to 4:00 PM (minimum of 2 Saturdays per month).

Some of our benefits for YOU:

  • Employer 401(k) matching up to 5% along with additional annual discretionary contributions.
  • Employee recognition program featuring cash incentives.
  • Commute benefits up to $900 annually.
  • Paid Sick Time accrues at 5 days per year.
  • Paid Vacation Time accrues at one week per year.
  • Paid Federal banking holidays (approximately 10 per year) when they coincide with regular scheduled days.
  • Ongoing training and educational opportunities, including seminars and conferences.
  • Loan rate discounts on select products (vehicle, mortgage, and HELOC loans).
  • Waived fees and deposit bonuses on Stanford FCU accounts.
  • Employee Assistance Program offering free benefits such as counseling and resources for legal assistance and childcare.

Stanford Federal Credit Union provides pay ranges representing its good faith estimate of what the Credit Union reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location, and external market pay for comparable jobs.

Stanford Federal Credit Union is committed to equal employment opportunities and fostering a workplace that embraces diversity and inclusion for qualified individuals from all backgrounds.

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