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Contact Center Operations Specialist

2 months ago

Spokane, Washington, United States STCU Full time
About STCU

STCU is a top-performing credit union that has been named one of Fortune Magazine's Great Places to Work. We're committed to serving our members and making a positive impact in our community.

Job Summary

The Contact Center Operations Representative serves as the primary point of contact for members, providing exceptional service and support through effective communication, troubleshooting, and proactive learning.

Key Responsibilities
  • Maintain high service level standards by meeting or exceeding service level metrics, including availability, NPS scores, and quality assurance scores.
  • Utilize the TMA model of AIDINC to determine member needs and provide solutions that meet their expectations.
  • Showcase strong decision-making skills by making sound decisions in uncertain situations and handling risk and uncertainty.
  • Ensure an exceptional member and employee experience by proactively identifying friction points and suggesting improvements.
Requirements
  • High School Diploma or equivalent required.
  • Minimum of two years customer service experience, preferably in a contact center environment.
  • Proficient knowledge of MS Office programs, including Outlook, Word, and Excel.
  • Strong written and verbal communication skills, with bilingual abilities preferred.
What We Offer

STCU offers excellent benefits, including paid time off, medical, dental, and vision insurance, training and career development opportunities, and a success sharing plan.

We're committed to creating a positive and inclusive work environment that supports the well-being of our employees and the community we serve.