Contact Center Operations Representative (Part-time)

STCU; Spokane (WA); On-site; USD 28,000 - 39,000; Part time

Benefits offered by this job

Paid time off

11 holidays

Medical insurance

Dental insurance

Vision insurance

Life insurance

Training and career development

Success sharing plan

401(k) matching contributions

Tuition reimbursement

Job summary

STCU in Spokane, WA, is seeking a part-time Contact Center Operations Representative to assist members by phone with a focus on quality service. This role is about 30 hours per week, with shifts 7:30 a.m.–5:30 p.m. Monday–Thursday and 7:30 a.m.–6:00 p.m.

Friday. The ideal candidate has at least two years of customer service experience, strong written and verbal communication, and MS Office proficiency. Spanish bilingual abilities are preferred to serve a diverse membership.

Qualifications

• High School Diploma or equivalent.
• Minimum of two years customer service experience, preferably in a contact center environment.
• Proficient knowledge of MS Office programs including Outlook, Word and Excel.

Responsibilities

• Maintain high service level standards by meeting or exceeding metrics and utilizing the TMA model to determine spoken and unspoken needs.
• Demonstrate quality decision making and risk management in variable information scenarios.
• Ensure exceptional member and employee experience by addressing friction points and suggesting continuous improvement ideas while maintaining security and regulatory compliance.
• Communicate effectively with members and employees through various channels and adapt messaging to the audience.
• Adapt to a high-paced, changing environment and contribute to STCU’s culture and strategic goals.

Skills

Customer service

Bilingual Spanish

Communication skills

Problem solving

Education

High School Diploma

Tools

MS Office

Outlook

Excel

Word

Job description

Contact Center Operations Representative (Part-time)

• Full-time

STCUis consistently rated one of the top-performing credit unions in the nation, and has been named one of Fortune Magazine’s Great Places to Work. We look for employees who have a strong desire to serve others, are lifelong learners, are committed to working hard, have a fun-loving attitude, and who want to make a difference in our members’ lives. We love people who share our core values: Joyfulness, generosity, belonging, goodness, and striving. We believe in being a force for good in the community, while helping members achieve their financial goals and dreams.

STCUoffers excellent benefits:

• Paid time off—plus 11 paid holidays!
• Medical, dental, vision and life insurance
• Training and career development
• Success sharing plan
• 401(k) matching contributions
• Tuition reimbursement

An overview of the benefits can be foundhere or here: https://stcu.org/here-for-good/about-stcu/careers/benefits
Salary range: $20.42 - $28.58 per hour

This is a part-time position working approximately 30 hours per week. Candidates must have full availability for shifts scheduled between 7:30 a.m. and 5:30 p.m., Monday through Thursday, and between 7:30 a.m. and 6:00 p.m. on Fridays.

The Contact Center Operations Representative serves the membership through effective communication, troubleshooting, proactive learning, deepening member relationships, and member advocacy over the phone.

Core Job Requirements/Outcomes

• Maintain high service level standards by meeting or exceeding all service level metrics including but not limited to availability metrics, NPS scores, quality assurance score and adherence to schedule. In addition, utilize the TMA model of AIDINC while demonstrating empathy, curiosity and expertise in all product and services to determine spoken and unspoken needs.
• Showcase a strong aptitude in quality decision making skills by demonstrating the ability to make sound decisions even in the absence of complete information, and handling risk and uncertainty while relying on a mixture of analysis, wisdom, experience and judgement. Serve the heart of the member by creating alternate solutions that mitigate risk while still meeting the needs of the member.
• Ensure an exceptional member and employee experience by proactively bringing forward member friction points, continuous improvement ideas and employee experience suggestions while maintaining member security and complying with applicable regulations.

Other Essential Functions

• Communicate effectively with members/employees through a variety of channels by actively listening and being able to articulate messages in a way that is broadly understandable while adjusting content to meet the tone of the audience.
• Embody situational adaptability within a high paced, ever-changing environment through the ability to pick up on situational cues and seamlessly adapting personal, interpersonal, and leadership behavior.
• Contribute to the development of STCU's culture and strategic vision; the achievement of organizational goals; and support and emulate the Core Values.
• Consistently focus on personal development by ensuring current on all assigned training, continuous improvement methodologies and actively working through a personal development plan that identifies skill gaps.

Education:High School Diploma or equivalent required.

Job Experience:Minimum of two years customer service experience, preferably in a contact center environment.

Software Skills:Proficient knowledge of MS Office programs including Outlook, Word and Excel.

Other Skills:Strong written and verbal communication skills. Bilingual abilities, including ability to read, write and speak Spanish fluently is preferred.

Physical Demands:Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull/push and carry up to 10 pounds with accommodations.

Work Conditions:Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.