Contact Center Service Representative

South Carolina Federal Credit Union • North Charleston, SC

5d • Remote

About The Position

South Carolina Federal Credit Union is seeking a Contact Center Service Representative to provide exceptional customer service by telephone and offer financial products and services that meet customers’ needs. The position is predominately remote for candidates in the Charleston, Columbia, Myrtle Beach, Florence, and Greenville/Spartanburg metro areas of South Carolina, though onsite attendance may be required as needed. Training is conducted in person at the credit union’s headquarters in North Charleston, South Carolina. Training starts the first Monday of the month and typically lasts four weeks, Monday through Friday.

The role involves assisting customers with account and financial service needs, such as discussing auto loan payoff amounts, unlocking online accounts, ordering debit cards, and transferring funds. Representatives also work with their team to meet referral goals and meet with their Team Lead to review performance. The position suits someone who enjoys phone-based customer service in a fast-paced, high-volume environment, can multitask and manage time effectively, follows policies and procedures, and remains composed when handling upset customers.

Applicants need a high school diploma or equivalent, at least one year of customer service experience in a call center or banking environment, and a positive attitude. Bilingual English/Spanish ability is preferred but not required. Bilingual employees may receive a premium pay rate after 90 days of employment, subject to passing an exam assessing Spanish reading, writing, and speaking proficiency. Applicants must meet the stated high-speed internet minimums: 20 Mbps upload, 50 Mbps download, and latency of 60 ms or less; a higher minimum speed may be required. Relevant military experience is considered for veterans and transitioning service members.

Requirements

• High school diploma or equivalent.
• At least one year of customer service experience in a call center or banking environment.
• Positive attitude.
• Ability to meet minimum internet requirements of 20 Mbps upload, 50 Mbps download, and 60 ms or less latency; a higher minimum speed may be required.
• Ability to attend onsite training in North Charleston, South Carolina, typically four weeks, Monday through Friday.
• Ability to manage time, multitask, follow policies and procedures, and remain composed when dealing with irate customers.

Nice To Haves

• Bilingual English and Spanish proficiency; bilingual employees must pass an exam assessing Spanish reading, writing, and speaking proficiency to qualify for the premium pay rate.
• Relevant military experience is considered for veterans and transitioning service members.

Responsibilities

• Provide exceptional customer service by telephone.
• Offer financial products and services that meet customers’ needs.
• Assist customers with requests such as auto loan payoff amounts, online account access, debit card orders, and transfers between accounts.
• Collaborate with team members on ways to meet referral goals.
• Meet with the Team Lead to review performance.
• Follow policies and procedures consistently.
• Complete onsite, in-person training at the North Charleston headquarters.

Benefits

• Gym reimbursement, virtual workshops, and an Employee Assistance Program as part of a total wellness program.
• Opportunities to volunteer and get involved in the community.
• Opportunities for internal growth and development.
• Opportunity to work remotely from home, with no commute.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED