Call Center Representative

Provident Credit Union; Redwood City (CA); On-site; USD 67,116,672 - 90,480,768; Full time

Benefits offered by this job

Medical, dental, vision

401(k) retirement plan

Tuition reimbursement

Annual discretionary bonus

Paid time off

Disability insurance

Life and AD&D

Employee discounts

Company condo access in Maui and Lake

Rate discount on loans

Job summary

Provident Credit Union is seeking Customer Agents to develop a solid understanding of credit union products, services, and channels. Agents will meet departmental standards for customer contact, sales, and service and may participate in outbound calling across multiple locations.

Responsibilities include handling 60+ daily contacts via phone, email, service requests, and chat; processing transactions; cross-selling, and reviewing account activity while adhering to regulatory policies.

Qualifications

• High School Diploma required; college degree preferred.
• Experience in handling customers in an office environment is helpful.
• Experience with Windows and Office applications is required.

Responsibilities

• Handle 60+ inbound/outbound contacts daily via phone, email, service request, and chat.
• Process monetary and non-monetary transactions accurately and timely; note activity.
• Cross-sell credit union products to support goals.

Skills

Customer service

Communication

Data entry

Sales skills

Education

High School Diploma

College degree preferred

Tools

Windows

Microsoft Office

Job description

Customer Agents are required to develop a solid understanding of all credit union products, services, and access channels, as well as their associated processes and procedures. All Agents are expected to meet department standards for customer contact, sales, and service. Agents will actively participate in regular monitoring sessions to build skills and consistency with customers and other credit union staff. Agents may also be required to participate in outbound calling initiatives. Agents will be eligible to work in a range of locations, including corporate headquarters, work hubs, and other places.

Essential Functions

• Complete 60 or more daily inbound and outbound contacts and communication with members via phone, email, service request, and chat.
• Complete monetary and non-monetary transactions to member accounts accurately and in a timely manner while noting all activity.
• Complete research on transactions and accounts, making corrections and data changes when applicable.
• Promote and cross sell credit union products and services to achieve credit union-wide strategic goals and objectives.
• Review Star Station and Quick Assist for activity related to debit and credit cards.
• Accurately answer basic inquiries related to decedent accounts, Power of Attorney, Trust Agreements, IRAs, CDs, money market & escrow accounts and disbursements.
• Perform other duties as assigned.
• Excellent listening and speaking skills.
• Excellent written communication skills.Understand and adhere to BSA and OFAC policy and procedures, including required annual training.

Qualifications

Education/Work Experience

• High School Diploma, 2- or 4-year College Degree preferred.
• Prior work in office environment required.
• Experience working with customers using Windows and Office and other PC applications required.
• Prior work in financial services preferred.

Knowledge, Skills and Abilities

• Process check orders and other related financial service transactions. Accurately enter data and update accounts.
• Follow policies and procedures for department, assigned tasks, and specific product and services.
• Ability to cross-sell products and services employing needs-based sales techniques.
• Good English written communication skills required.
• Bilingual speaking skills preferred but not required.

Benefits

• Quality medical, dental and vision care coverage
• 401(k) retirement plan with up to 150% matching employer contributions
• Strong commitment to investing in your career and educational advancement by offering up to 100% Tuition reimbursement for approved courses
• Annual discretionary bonus
• Generous paid time off and paid holidays
• Flexible spending accounts
• Employee Referral Bonus
• Short and long-term disability coverage
• Life and AD&D insurance
• Provident membership
• Rate discount on home and auto loans
• Opportunity to use company owned condo in Maui and Lake Tahoe

Compensation

Pay Grade is P1. This position is eligible for our twice a year discretionary bonus.

Targeted Hourly Pay: $27.50 per hour (depending on experience)

Provident is an Equal Opportunity Employer.