[Remote] Contact Center Specialist

Note: The job is a remote job and is open to candidates in USA. Peak Credit Union is focused on maintaining strong connections with its members and local communities. They are seeking a Contact Center Specialist who will establish professional relationships, promote credit union products, and assist members with their financial needs through effective communication and service.

Responsibilities

• Greets and welcomes members and potential members in a courteous, professional, and timely manner, providing exemplary service through the phone channel
• Gathers, processes, and records a variety of member transactions, including but not limited to withdrawals, loan payments, wire transfers, and money transfers, while maintaining up-to date knowledge of credit union products and services
• Answers member inquiries about statements, share withdrawals and loan payoffs
• Provides technical support for online banking, including service setup, troubleshooting, and self-help guidance
• Ensures member identification and security by following the Member Identification Program (MIP) and other established security procedures, including fraud detection and processing high-risk transactions
• Identifies and promotes sales opportunities by understanding and addressing member needs, introducing loan programs, and offering applicable products and services
• Works towards meeting production and referral goals, and participates in core Sales and Marketing initiatives by educating members on product features and benefits
• All other duties as assigned

Skills

• Minimum six (6) months experience in a sales or customer service environment
• In-depth knowledge of credit union products, services, policies, procedures, and systems like Symitar, and awareness of competitor offerings
• Proficient in managing difficult customer interactions and resolving member issues effectively and courteously
• Excellent communication skills, including active listening, questioning, and maintaining positive relationships with members, co-workers, and management
• Proactive in seeking opportunities to assist members and co-workers, and in learning new information to enhance problem-solving and decision-making capabilities
• Ability to cross-sell products and services, effectively address member account issues, and maintain positive and professional member relationships
• Capable of setting and achieving program goals that align with the credit union's strategic plan, and managing work under pressure while meeting deadlines
• Experience in a Contact Center or financial institution preferred

Benefits

• We provide an additional $2.00 per hour bilingual differential for those employees who can support our members' financial needs effectively in a second language; subject to verification of strong grasp of financial terms utilizing language skillset.
• In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.
• Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage.
• Includes an option for Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage.
• We also offer Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA).
• Employees also have access to Life and AD&D insurance.
• Employees are able to enroll in our 401k plan.
• Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis.
• Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.
• All benefits except 401k start the first of the month following date of hire. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment.

Company Overview