Customer Service Representative

2 weeks ago

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

Part-Time Customer Service Role at Stanford Federal Credit Union

*Note: This position is not fully remote*

Our Mission: At Stanford FCU, we are dedicated to enhancing the financial well-being of our members. If you are a dynamic, empathetic, and team-oriented individual eager to make a positive impact, we invite you to consider this opportunity. Our members, primarily affiliated with Stanford University and leading tech firms in Silicon Valley, benefit from our commitment to providing exceptional financial services.

About Us: Stanford FCU is a robust financial institution with assets exceeding $4 billion, serving over 86,000 members across 90 countries. We pride ourselves on being recognized as a Top Workplace in the Bay Area. Our culture emphasizes hard work and enjoyment, and we are looking for individuals who share our vision of improving financial lives.

Your Profile:

  • A minimum of 2 years of relevant experience.
  • High school diploma or equivalent.
  • Strong trustworthiness, credibility, and diplomacy skills are essential, as you will engage in sensitive discussions with members and vendors.
  • Ability to work independently or collaboratively within a team.
  • Willingness to learn and adapt to various departmental functions.
  • Proficient in maintaining accurate financial records.
  • Ability to operate within established guidelines while exercising sound judgment.
  • Creative problem-solving skills and accountability for assigned tasks.
  • Familiarity with contact center operations and performance metrics.
  • Capable of following written and verbal instructions accurately.

Your Responsibilities:

  • Assist members through phone and chat interactions.
  • Deliver exceptional service to ensure member satisfaction.
  • Perform transaction-related tasks such as fund transfers, payment processing, and account inquiries.
  • Identify and promote beneficial products and services to members, encouraging upgrades to their membership.
  • Conduct follow-up calls to address urgent member needs promptly.
  • Proactively resolve issues and anticipate member requirements, providing thoughtful recommendations.
  • Encourage the use of self-service options and assist with online banking setup and troubleshooting.
  • Determine the best course of action for member inquiries, ensuring efficient resolution.
  • Address complex account issues using various communication channels.
  • Adhere to all relevant laws and regulations, including the Bank Secrecy Act and the Patriot Act.
  • Complete assigned tasks as directed by management.
  • Availability for scheduled shifts, including weekdays and occasional Saturdays.

Benefits Offered:

  • 401(k) plan with employer matching contributions.
  • Employee recognition initiatives with cash rewards.
  • Commuter benefits up to $900 annually.
  • Accrued paid sick leave and vacation time.
  • Paid federal holidays aligned with the regular work schedule.
  • Opportunities for ongoing training and professional development.
  • Discounted loan rates on select financial products.
  • Waived fees and bonuses on Stanford FCU accounts.
  • Access to an Employee Assistance Program offering various support services.

Stanford Federal Credit Union is committed to fostering a diverse and inclusive workplace, ensuring equal employment opportunities for all qualified candidates.

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