Contact Center Agent

PSECU; Indiana (PA); Hybrid; USD 22,000 - 30,000; Full time

Job summary

A financial services organization in Pennsylvania seeks a Contact Center Agent to provide superior member service. Responsibilities include educating members on digital services, handling account inquiries, and completing transactions. Candidates should possess a High School diploma and be passionate about member service in a hybrid work environment.

Qualifications

• High School diploma is required.

Responsibilities

• Educate members on the digital first model.
• Cross-serve products and services to enhance member experience.
• Complete transactions on member accounts.
• Follow security protocols for member authentication and privacy.

Skills

Customer service

Digital banking knowledge

Security awareness

Education

High School

Job description

Overview

Join to apply for the Contact Center Agent role at PSECU

Members Achieve More isn't just a tagline for us, it's part of everything we do! We're looking for passionate individuals to join our team to help us maintain that focus every day. Want to work somewhere that's remained strong for 90 years, that encourages you to learn, grow, and pursue your dreams? If yes, then read on...

Contact Center Agent provides superior member service pertaining to Member Services, Digital Banking, or Card Services. This would include but not limited to handling general account inquiries, share and loan transactions, account history and maintenance, troubleshooting online banking and mobile services issues, lost or stolen cards, disputed card and ATM transactions and VISA credit card and debit card maintenance. Using knowledge of products and services, as well as excellent member service skills, the contact center agent will educate members on the responsible use of those services to broaden self-service relationships and to achieve greater profitability and competitive advantage.

Schedule: Monday - Friday, 10:00am - 6:00pm with a rotating Saturday, 8:00am-4pm with a day off to be determined. This position will be a hybrid model both in person and remote with minimum of onsite expectation of 20% or as needed.

Responsibilities

• Member Service Handling:
  li>Educating members on PSECU digital first model.
• Cross-serving products and services to enhance the member experience.
• Complete monetary and non-monetary maintenance and transactions on member accounts.

Technical Skills and Tools:

• Utilizing online information resources and software tools.
• Following security protocols for member authentication.
• Conducting member transactions using appropriate systems.

Performance Improvement and Training:

• Continual knowledge enhancement through feedback, coaching and training.
• Assisting in training new products and services.

Back-Office Support:

• Performing various back-office functions as needed.
• Providing backup support for other skills within the contact center.
• Cross-train in other specialty areas as needed.

Other duties as assigned.

Qualifications

• High School (Required)

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