Contact Center Specialist

Technology Credit Union • San Jose, CA

1d • $55,500 - $72,500 • Onsite

About The Position

The Contact Center Specialist is responsible for providing support and assistance to existing members, potential members and other parties who contact Technology Credit Union (Tech CU) by telephone and/or email, including other departments. When responding to incoming phone calls and emails, the Contact Center Specialist adheres to established Tech CU policies and procedures to effectively satisfy inquiries, resolve problems, fulfill services requests and cross-sell relevant products and services as presented by the client.

Requirements

• High School diploma (or equivalent experience) is required
• Excellent verbal and written communication skills
• Good time-management skills
• Achieves a regular Call/Email average of 90% or better
• Meets individual product referral goals as outlined by management
• Strong organization, team orientation, P.C. Internet, and service skills
• Upon employment, must enroll and maintain registration with Nationwide Multistate Licensing System (NMLS) under Tech CU’s company registration.

Nice To Haves

• 2 years combined banking and/or call center experience preferred

Responsibilities

• Provides quality customer service during each call.
• Handles calls in accordance with established department guidelines, while adhering to all Tech CU policies and procedures.
• Clearly and accurately explains the features, benefits and processes of Tech CU products and services, including membership/service related fees, which are relevant to needs of the caller.
• Provides clear and accurate information in a timely manner.
• Properly directs calls/requests to the appropriate employee/department for processing as needed.
• Identifies product referral and cross-sell opportunities in a variety of situations, including; fulfilling immediate member needs, promotional offers and marketing campaigns.
• Maintains a 92% available time for calls.
• Effectively explains Tech CU policies, procedures, and compliance regulations to the member.
• Processes authorized transactions/requests accurately and in a timely manner.
• Responds to requests for assistance from staff and other Tech CU departments.

Benefits

• Medical, dental, and vision plans
• Life and disability insurance
• 401(k) plan with company match
• 12 days annually
• Accrues at 5.54 hours per bi-weekly paycheck (approximately 18 days per year)
• Increases with length of service
• 8 hours annually for full-time employees to support charitable organizations
• Flexible Spending Accounts
• Employee-paid voluntary benefits
• Leaves of absence in compliance with state and federal regulations

What This Job Offers

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