Contact Center Service Representative

South Carolina Federal Credit Union • North Charleston, SC

1d • Hybrid

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 role is predominately remote and available to candidates in the Charleston, Columbia, Myrtle Beach, Florence, and Greenville/Spartanburg metro areas in South Carolina, though onsite attendance may be required as needed. Training takes place in person at the credit union’s North Charleston headquarters. Training begins the first Monday of the month and typically lasts four weeks, Monday through Friday.

Typical work includes discussing ways to meet referral goals with team members, answering questions such as auto-loan payoff amounts, helping customers unlock online accounts, ordering debit cards, transferring funds, and reviewing performance with a Team Lead. The position suits someone who enjoys assisting customers over the phone in a high-volume, fast-paced environment and can multitask, manage time, follow procedures, stay calm under pressure, and handle irate customers professionally. The role offers a schedule intended to allow nights and weekends with family and friends.

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 assist customers over the phone in a high-volume, fast-paced environment.
• Ability to multitask, manage time, and follow policies and procedures.
• Ability to remain calm under pressure and handle irate customers professionally.
• Must meet minimum internet requirements: 20 Mbps upload, 50 Mbps download, and latency of 60 ms or less; higher minimum speeds may be required.

Nice To Haves

• Bilingual proficiency in English and Spanish is preferred but not required. Bilingual employees may receive a premium pay rate after 90 days of employment, subject to passing a Spanish proficiency exam covering reading, writing, and speaking.
• Relevant military experience is considered for veterans and transitioning service members.

Responsibilities

• Provide customer service to customers over the telephone.
• Offer financial products and services that meet customers’ needs.
• Work with team members to identify ways to meet referral goals.
• Answer customer questions, including questions about auto-loan payoff amounts.
• Help customers unlock online accounts.
• Order replacement or new debit cards for customers.
• Transfer funds between accounts.
• Meet with a Team Lead to review performance.
• Follow policies and procedures consistently.
• Manage time and stay on track.

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 professional growth and internal promotion.
• Predominately remote work opportunity.

What This Job Offers

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