Contact Center Service Advisor

Pennsylvania State Employees Credit Union•State College, PA

About The Position

The Contact Center Service Advisor provides superior member service across the Member Experience Contact Center. The role handles share and loan transactions, general account inquiries, digital channel support, card disputes, lost or stolen cards, and Visa card maintenance. The Service Advisor is also a first point of reference for Contact Center Agents and uses advanced product and service knowledge, evaluative decision-making, and higher decision-making authority to help members with their accounts. The role educates members on responsible product and service use, promotes self-service relationships, and supports organizational profitability and competitive advantage. The schedule is Monday through Friday, 10:00 a.m. to 6:00 p.m., with a rotating third Saturday. The position also provides back-office support, backup coverage for other Contact Center skills, and support for training and testing new services. Other duties may be assigned.

Requirements

High school education required.
Any equivalent combination of experience and education.

Responsibilities

Handle member inquiries by inbound and outbound phone calls, email, relay calls, and written correspondence.
Research and resolve member issues through financial transactions, account and card maintenance, digital support, member education, and appropriate cross-serving.
Perform advanced account servicing beyond standard guidelines, including 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 and de-escalate issues using interpersonal and problem-solving skills.
Use company software and systems for member interactions, and navigate internal resources such as the knowledge base, information library, and intranet.
Perform back-office functions as needed and provide backup support for other Contact Center skills.
Authenticate members across communication channels and follow security policies, procedures, operational standards, and guidelines.
Participate in ongoing training, implement feedback, and conduct self-evaluations to improve performance.
Support back-office functions, assist with training and testing new services, and maintain knowledge of Contact Center operations.
Perform other duties as assigned.