Contact Center Agent

PSECU; State College (Centre County); Hybrid; USD 20,000 - 29,000; Full time

Job summary

PSECU in State College, PA is seeking a Contact Center Agent to deliver superior member service across Member Services, Digital Banking, or Card Services. You'll handle inquiries, process transactions, and assist with online banking and card issues, helping members get the most from digital tools.

The role offers a hybrid model with some onsite, 20% minimum, and an hourly starting rate of $18, depending on experience.

Qualifications

• High School required; any equivalent combination of experience and education.
• Experience in customer service or call centers preferred.
• Willing to learn digital banking and security protocols.

Responsibilities

• Member Service Handling: Educate members on digital-first model and cross-sell products.
• Technical Skills: Use resources and software; follow security protocols; process transactions.
• Training & Development: Continuous learning via coaching and training; assist product training.
• Back-Office Support: Perform back-office functions; provide backup for other skills.

Skills

Member Service Handling

Technical Skills and Tools

Performance Improvement and Training

Back-Office Support

Education

High School Diploma

Tools

CRM software

Job description

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.

Starting Rate: $18.00 per hour, dependent upon experience and qualifications.

In this position, you will

• Member Service Handling :
  • 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.
• 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)

Any equivalent combination of experience and education.| Required