Contact Center Agent

PSECU Pennsylvania State Employees Credit Union; State College (Centre County); Hybrid; USD 20,457 - 29,136; Full time

Job summary

PSECU Pennsylvania State Employees Credit Union is seeking a Contact Center Agent to provide superior member service across various banking services. This role requires effectively handling inquiries and transactions while educating members on services and digital banking protocols.

Working hours are Monday to Friday with the potential for remote work, aiming to enhance member experiences by cross-serving products. Starting pay is $18.00 per hour, contingent upon experience and qualifications.

Qualifications

• Any equivalent combination of experience and education.

Responsibilities

• 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.
• Utilizing online information resources and software tools.
• Following security protocols for member authentication.
• Conducting member transactions using appropriate systems.
• Continual knowledge enhancement through feedback, coaching and training.
• Assisting in training new products and services.
• 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.

Education

High School (Required)

Job description

Job Summary

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.

Compensation

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

Responsibilities

• 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.
• Utilizing online information resources and software tools.
• Following security protocols for member authentication.
• Conducting member transactions using appropriate systems.
• Continual knowledge enhancement through feedback, coaching and training.
• Assisting in training new products and services.
• 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) Any equivalent combination of experience and education.