Contact Center Specialist

Technology Credit Union•San Jose, CA

2d•$55,500 - $72,500

About The Position

The Contact Center Specialist provides support and assistance to existing and potential members, other callers, and internal departments who contact Technology Credit Union (Tech CU) by telephone or email. The role responds to inquiries, resolves problems, fulfills service requests, and identifies relevant opportunities to refer or cross-sell Tech CU products and services. Work is performed in accordance with established policies, procedures, and regulatory requirements. This is a full-time position, typically 40 hours per week. The schedule is an eight-hour weekday shift within the 7:45 a.m.–6:00 p.m. window, plus rotating Saturdays from 9:45 a.m.–2:15 p.m.; occasional overtime may be required. The stated salary range is $55,500–$72,500, with typical starting pay between the minimum and midpoint, adjusted for work location and based on experience and qualifications. The role has a 5% target bonus based on company and individual performance. Tech CU offers a comprehensive benefits package.

Requirements

High school diploma or equivalent experience.
Excellent verbal and written communication skills.
Good time-management skills.
Achieve a regular Call/Email average of 90% or better.
Meet individual product referral goals as outlined by management.
Strong organization, team orientation, PC and Internet, and service skills.
Upon employment, enroll in and maintain registration with the Nationwide Multistate Licensing System (NMLS) under Tech CU’s company registration.

Nice To Haves

Two years of combined banking and/or call center experience is preferred.

Responsibilities

Handle telephone and email inquiries professionally and provide quality customer service during each interaction.
Handle calls according to department guidelines and Tech CU policies and procedures.
Clearly and accurately explain Tech CU products, services, processes, and related fees relevant to caller needs.
Provide clear, accurate information in a timely manner.
Direct calls and requests to the appropriate employee or department when needed.
Identify product referral and cross-sell opportunities, including those related to immediate member needs, promotional offers, and marketing campaigns.
Maintain 92% available time for calls.
Explain Tech CU policies, procedures, and compliance regulations to members.
Process authorized transactions and requests accurately and in a timely manner.
Respond to assistance requests from staff and other Tech CU departments.
Support Tech CU’s Mission and Vision and demonstrate its stated Values: Accelerate, Collaborate, Innovate, and Cultivate.
Meet regularly with a manager to discuss goal alignment, performance metrics, and development plans.
Comply with Tech CU policies and procedures, the employee Code of Conduct and Business Ethics, confidentiality requirements, applicable regulatory requirements, and internal controls and security measures.

Benefits

Medical, dental, and vision plans.
Life and disability insurance.
401(k) plan with company match.
12 paid holidays annually.
Paid time off accrual of 5.54 hours per bi-weekly paycheck (approximately 18 days per year), increasing with length of service.
Eight hours of annual voluntary time off 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.
Target bonus of 5% of base salary based on company and individual performance.