Contact Center Service Advisor

PSECU; Harrisburg (Dauphin County); On-site; USD 36,000 - 48,000; Full time

Job summary

PSECU in Harrisburg, PA is seeking a Service Advisor to deliver exceptional member service across phone, email, and digital channels. You will perform advanced account servicing, resolve inquiries, and support back-office operations while maintaining strong security practices.

The role requires a High School diploma with preferred experience in member services. This is a full-time onsite position with an expected minimum one day per week on-site at our locations and a schedule of Monday through

Qualifications

• High School diploma or equivalent.
• Experience in member/customer service preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Handle member inquiries via phone, email, relay calls, and written correspondence.
• Perform advanced account servicing including fee refunds, limits and additional services.
• Escalate and communicate effectively to resolve member concerns.
• Navigate company software and knowledge base to support service delivery.
• Provide back-office support and training participation as needed.
• Ensure compliance with security policies and operational guidelines.

Skills

Customer service

Communication

Problem solving

Education

High School

Tools

CRM systems

Job description

## Contact Center Service AdvisorApply: This position has a minimum onsite expectation of 1 day per week or as needed: State College, PA: Indiana, PA: Harrisburg, PA: Full time: Posted 2 Days Ago: JR100969**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 Service Advisor provides superior member service in the skill sets pertaining to the Member Experience Contact Center. This would include but not limited to handling share and loan transactions, general account inquiries, digital channels support, card disputes, lost/stolen cards and Visa card maintenance. Additionally, the Service Advisor will be the first point of reference for the Member Experience Contact Center Agents and utilize a more evaluative and investigative decision-making process in assisting members with their accounts. Using advanced knowledge of products and services, excellent member service skills and higher decision-making authority, the Service Advisor will educate members on the responsible use of products and services to expand the self-service relationships and achieve greater profitability and competitive advantage. Schedule: Monday thru Friday 10:00am - 6:00pm with rotating 3rd Saturday.In this position, you will* Member Interaction and Issue Resolution: Handle member inquiries via phone (inbound/outbound), email, relay calls, and written correspondence. Research and resolve issues through financial transactions, account/card maintenance, digital support, member education, and cross-serving appropriate services* Advanced Account Servicing: Perform case-by-case functions beyond standard guidelines, such as fee refunds, debit card limit increases, granting additional services, and advanced account, share, and loan maintenance* Communication and Escalation Management: Compose written correspondence to verify information or address account inquiries. Act as the first point of escalation for member concerns, using interpersonal and problem-solving skills to de-escalate issues.* System and Resource Utilization: Use company software and systems for member interactions. Navigate internal resources like the knowledge base, information library, and intranet to support accurate and efficient service delivery.* Back-Office Support: Performing various back-office functions as needed. Providing backup support for other skills within the contact center.* Compliance and Security: Authenticate members across all communication channels following proper security policies and procedures. Ensure adherence to operational standards and guidelines.* Continuous Improvement and Support: Engage in ongoing training, implement feedback, and conduct self-evaluations to improve performance. Support back-office functions, assist with training/testing of new services, and maintain knowledge of Contact Center operations.* Other duties as assigned.**Qualifications:**High School (Required)Any equivalent combination of experience and education. | Required