Part Time Contact Center Specialist

Stanford Federal Credit Union•Palo Alto, CA

10d

About The Position

Stanford Federal Credit Union is seeking a part-time Contact Center Specialist to help improve members’ financial lives. The role serves members through phone, chat, secure messages, and SMS, providing high-quality service and assistance with account transactions, digital services, questions, and complex account issues. The position is not 100% remote. The specialist performs teller functions, identifies relevant products and services, supports members with online and mobile banking, and works to resolve concerns efficiently. The role also involves meeting individual and departmental goals, handling urgent escalations, and complying with applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and Office of Foreign Assets Control requirements.

Requirements

Two years of similar or related contact center and banking experience, including preparatory experience.
High school degree or equivalent.
Knowledge of Contact Center policies, procedures, and metrics.
Ability to perform job functions independently or with limited supervision and to work effectively alone or as part of a team.
Ability to handle considerable financial record-keeping requirements.
Ability to work within precise, standardized guidelines while exercising latitude to make decisions.
Ability to accept responsibility for assigned duties and use creativity to complete them successfully.
Ability to read and carry out written instructions and follow oral instructions.
A significant level of trust, credibility, and diplomacy, including when handling sensitive or highly confidential discussions and explanations.

Responsibilities

Assist members interacting with the credit union by phone, chat, secure messages, and SMS.
Provide excellent service to ensure high levels of member satisfaction.
Perform teller functions, including transferring funds, placing stop payments, closing and reordering debit cards, providing account balances and transaction information, reissuing or resetting PINs, and processing loan or credit card payments.
Identify products and services that may benefit members, provide information about them, and encourage members to upgrade their membership rewards.
Follow and achieve personal and departmental goals on monthly, quarterly, and yearly schedules.
Make outbound escalation calls to ensure members’ urgent needs are addressed promptly.
Resolve issues, anticipate members’ needs, and make recommendations to help prevent future problems.
Promote self-service channels such as online banking.
Help members set up and troubleshoot online services.
Determine whether a member’s request can be handled directly or connect the member with the appropriate resource while minimizing their time and effort.
Answer questions and resolve complex account problems across available channels.
Troubleshoot online banking, mobile banking, bill payment services, and other methods of accessing credit union information.
Comply with applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and Office of Foreign Assets Control requirements.
Learn and cross-train in credit union departmental duties.

Benefits

Employer 401(k) matching up to 5%, plus additional annual discretionary contributions.
Employee recognition program with cash incentives.
Commute benefits of $100–$200 per month, depending on position.
Paid sick time accruing at five days per year.
Paid vacation time accruing at one week per year.
Paid federal banking holidays, approximately 10 per year, when they fall on a regularly scheduled workday.
Ongoing training and education, seminars, and conferences.
Loan rate discounts on some vehicle, mortgage, and HELOC loan products.
Waived fees and deposit bonuses on Stanford FCU accounts.
Employee Assistance Program benefits, including counseling and help finding legal assistance and day-care resources.