Part Time Contact Center Specialist

Stanford Federal Credit Union•Palo Alto, CA

10d•$29 - $32

About The Position

Stanford Federal Credit Union is seeking a high-energy, compassionate, and collaborative Contact Center Specialist to assist members and provide excellent service. The credit union serves 95,000 members in 90 countries and is a $4.5 billion company. This role is not 100% remote. The specialist supports members through phone, chat, secure messages, and SMS; performs teller functions; resolves account questions and complex issues; and helps members use online and mobile banking services. The role also includes identifying relevant products and services, cross-selling, meeting performance goals, and making outbound escalation calls. The specialist must comply with applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the 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 work effectively alone or as part of a team.
Ability to read and carry out written instructions and follow oral instructions.
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.
A significant level of trust, credibility, and diplomacy; ability to handle sensitive or highly confidential discussions and explanations.

Responsibilities

Assist members through phone, chat, secure messages, and SMS.
Provide excellent service to promote high member satisfaction.
Perform teller functions, including account and loan transfers, stop payments, debit card closures and reorders, balance and transaction inquiries, PIN reissues and resets, and loan or credit card payments.
Identify products and services that may benefit members, provide information, encourage membership reward upgrades, and work toward personal and departmental goals.
Make outbound escalation calls to ensure members' urgent needs are addressed promptly.
Resolve member issues, anticipate needs, and make appropriate recommendations to help prevent future problems.
Promote self-service channels such as online banking and help members set up and troubleshoot online services.
Determine whether to provide direct assistance or connect members with the appropriate resource while minimizing their effort and time.
Answer questions and resolve complex account problems across channels, including troubleshooting online banking, mobile banking, bill payment, and other access methods.
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 departmental credit union duties.
Maintain financial records as required.

Benefits

Employer 401(k) matching up to 5%, plus additional annual discretionary contributions.
Employee recognition program with cash incentives.
Commute benefits of up to $100–$200 per month, based 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 day.
Ongoing training and education, seminars, and conferences.
Loan rate discounts on some vehicle, mortgage, and HELOC products.
Waived fees and deposit bonuses on Stanford FCU accounts.
Employee Assistance Program with benefits such as counseling and help finding legal assistance and day care resources.