Contact Center Associate (Melbourne) Contract to Hire

SCCU Career•Melbourne, FL

1d•Onsite

About The Position

At Space Coast Credit Union (SCCU), members are at the heart of everything they do. Since 1951, SCCU has been committed to delivering financial services founded on integrity and a people-first philosophy. As a Contact Center Associate in the Melbourne Operations Center, you will act as a representative of SCCU and provide exceptional quality service for members. This involves assisting members via telephone, fax, and mail, providing them with SCCU information, and cross-selling SCCU products and services. This is a six-month contract-to-hire position, with multiple candidates sought for first and second shifts, including a shift differential for second shift positions. SCCU is a not-for-profit organization that reinvests in its members, prioritizes internal promotions, and offers on-the-job training. Since 1951, SCCU has grown to over 685,000 members and manages $9 billion in assets, with 67 branches across Florida's east coast. They expanded into Orange County in 2025. As a not-for-profit financial institution, SCCU returns profits to its members through better rates, lower fees, and enhanced services, focusing on empowering members and supporting their financial well-being. They foster a supportive and collaborative environment that encourages career growth and development for their team members.

Requirements

1-12 months of prior customer service experience; including 6 months in a Call Center environment.
High School Diploma or equivalency required
Bilingual fluency (English/Spanish) required

Responsibilities

Receives member phone calls/faxes/mail and is able to respond to questions, inquiries and concerns promptly.
Demonstrates energy and enthusiasm in satisfying member’s requests.
Balances member’s requests with SCCU procedures.
Displays ability to perform a wide range of different tasks during the course of work day, to provide fast, friendly and effective service to SCCU membership.
Resolves member problems, obtains information, researches records, follows up on details, assesses member’s needs timely and efficiently and reports the results to the inquiring party.
Provides creative solutions to member problems or questions.
Demonstrates the ability to gain agreement or acceptance of proposed solutions to member’s questions or concerns.
Displays consideration to the member with problem resolution and demonstrates a willingness to turn problem calls into opportunities to sustain profitable member relationships.
Maintains a thorough and current knowledge of SCCU lending and deposit account promotions, criteria, guidelines, procedures, policies, and processes, in order to provide members with current information, and refer loans, mortgages and deposit accounts appropriately.
Meets established call volume and wait time standards to ensure efficient call handling and quality service delivery.
Cross sells and promotes SCCU products and services to potential and existing members by means of inbound members phone inquiries or outbound calling programs, to meet personal sales goals and the established productivity standards for SCCU.