Contact Center Specialist

GRANITE STATE CREDIT UNION • Manchester, NH

1d • Hybrid

About The Position

The Contact Center Specialist is an initial point of contact for members, providing friendly, accurate service in a fast-moving, team-oriented contact center. The position includes a morning team huddle and ongoing collaboration with colleagues, including through video chats and instant messaging. It is a hybrid role with flexibility to work from home, while requiring some in-office processing; the schedule is coordinated in advance.

The specialist handles member inquiries through calls, email, and secure messages; supports transactions and the use of digital services; guides members through account opening and loan processes; and recommends products and services that may meet members’ financial needs. The role also requires adherence to organizational policies, procedures, compliance, audit, quality-control, and balancing standards.

Requirements

• Positive, friendly attitude and a passion for delivering exceptional service.
• Comfort with technology and electronic services.
• Excellent verbal and written communication skills.
• Self-motivated team player.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Strong analytical skills and ability to problem solve.
• Ability to navigate various systems and online platforms.
• Flexibility to work remotely and in an office location.

Nice To Haves

• Previous experience working in a financial service role is preferred.

Responsibilities

• Handle inbound and outbound calls and member inquiries.
• Answer live teller ITM (Interactive Teller Machine) calls and complete accurate, personable transactions.
• Respond promptly and professionally to member email and secure message inquiries and requests.
• Assist members with online account opening.
• Guide members through the loan process from application to closing.
• Identify and recommend beneficial GSCU products and services.
• Assist members in using technology and services such as Online and Mobile Banking.
• Follow policies, procedures, compliance, audit, quality-control, and balancing standards.
• Provide education and meaningful solutions for members’ financial needs.

Benefits

• Insurances, including health, dental, vision, and life insurance.
• 401(k).
• $500 sign-on bonus after 90 days.
• Tuition reimbursement.
• Paid family leave.
• Employee appreciation programs.
• Employee wellness program.
• Employer-funded behavioral healthcare benefit.
• Paid volunteerism.
• Adoption reimbursement.
• Business-casual dress code.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed