Contact Center Service Advisor

PSECU Pennsylvania State Employees Credit Union; State College (Centre County); On-site; USD 22,000 - 28,000; Full time

Job summary

PSECU Pennsylvania State Employees Credit Union in State College, PA is seeking a Contact Center Service Advisor to deliver superior member service within the Member Experience Contact Center. You will be the first point of reference for members and work to educate them on products and services.

Schedule: Monday–Friday 10:00am–6:00pm with rotating 3rd Saturday. Handle inquiries via phone, email, and digital channels, perform account and card maintenance, and escalate as needed while upholding

Qualifications

• High School diploma or equivalent required.

Responsibilities

• 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

Education

High School

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 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.

• 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

In 1934, 22 ordinary people pooled $90 of their own money and formed PSECU, a not-for-profit credit union, to provide a better life for themselves and their families. Since then, PSECU has grown to over $8 billion in assets, more than 590,000 members, and approximately 850 employees. Weve been recognized by several organizations for our high-quality, low-cost financial products and services, positive member experience, and commitment to helping our Members Achieve More.