Contact Center Service Advisor

PSECU•Harrisburg, PA

8d•Onsite

About The Position

Contact Center Service Advisor provides superior member service in the skill sets pertaining to the Member Experience Contact Center. This would include but not be limited to handling share and loan transactions, general account inquiries, digital channels support, card disputes, lost/stolen cards and Visa card maintenance. Additionally, the Service Advisor will be the first point of reference for the Member Experience Contact Center Agents and utilize a more evaluative and investigative decision-making process in assisting members with their accounts. Using advanced knowledge of products and services, excellent member service skills and higher decision-making authority, the Service Advisor will educate members on the responsible use of products and services to expand the self-service relationships and achieve greater profitability and competitive advantage.

Requirements

High School (Required)
Any equivalent combination of experience and education.

Responsibilities

Handle member inquiries via phone (inbound/outbound), email, relay calls, and written correspondence.
Research and resolve issues through financial transactions, account/card maintenance, digital support, member education, and cross-serving appropriate services.
Perform case-by-case functions beyond standard guidelines, such as fee refunds, debit card limit increases, granting additional services, and advanced account, share, and loan maintenance.
Compose written correspondence to verify information or address account inquiries.
Act as the first point of escalation for member concerns, using interpersonal and problem-solving skills to de-escalate issues.
Use company software and systems for member interactions.
Navigate internal resources like the knowledge base, information library, and intranet to support accurate and efficient service delivery.
Performing various back-office functions as needed.
Providing backup support for other skills within the contact center.
Authenticate members across all communication channels following proper security policies and procedures.
Ensure adherence to operational standards and guidelines.
Engage in ongoing training, implement feedback, and conduct self-evaluations to improve performance.
Support back-office functions, assist with training/testing of new services, and maintain knowledge of Contact Center operations.
Other duties as assigned.