Contact Center Service Specialist - Chatsworth

Premier America Credit Union; Los Angeles (CA); On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

Competitive pay

Subsidized health care (medical,Dental

Vision

FSA and HSA

Company-Paid Life and AD insurance

Discounts on loans

Paid Vacation, Holidays, and Sick time

401k with match

Educational Assistance Program

Job summary

Premier America Credit Union is seeking a dynamic Contact Center Service Specialist experienced in member services, including opening and closing accounts, debit card orders, and processing inquiries.

You will identify member needs, resolve issues, and actively cross-sell products while educating members about IRA offerings. Bilingual Spanish preferred, with a focus on security and accurate information.

Qualifications

• 2 years of experience in a member/customer facing environment.
• Experience in a financial institution call center or branch preferred.
• Ability to use a personal computer and related software applications including MS Word and Excel.

Responsibilities

• Assumes responsibility for member service functions performed accurately and professionally.
• Represents the Credit Union in a courteous and professional manner.
• Identify member concerns to expedite resolutions and provide excellent member experience.
• Educate and refer Credit Union products and services to meet financial needs.
• Assist with inbound requests via Live Chat and other channels as needed.
• Cross-sell Credit Union products and services and provide IRA product understanding.

Skills

Customer service experience

Effective communication

Bilingual Spanish

Education

High school diploma or equivalent

Tools

MS Word

MS Excel

Job description

Contact Center Service Specialist

Overview: We are seeking a dynamic Contact Center Service Specialist, who is experienced with performing a broad variety of Contact Center member services, including but not limited to, opening and closing accounts, ordering checks for members, debit card orders, processing mail and wire requests, answering member questions regarding Credit Union services.

What You Will Do

• Assumes responsibility for ensuring member service functions are performed in an effective, accurate, professional, and efficient manner according to the Credit Unions’ established policies, standards and security procedures.
• Represents the Credit Union in a courteous and professional manner.
• Properly identify members before disclosing account information.
• Identify member concerns in to expedite resolutions and provide excellent member experience.
• Educate, promote, and refer the Credit Union’s products and service that meet our member’s financial needs.
• Answer more complex questions and provide resolution for members and staff.
• Assist with inbound requests received via other channels such as Live Chat and Chatbot, service events and secured messages as needed.
• Ensure that all member account information is secured at day end or properly disposed.
• Perform outbound calls, fax information, assist with new hire team members, mentoring and follow up on members’ requests.
• Actively and professionally cross-sell the Credit Union’s products and services
• Provide advanced understanding of IRA products and services.

Requirements

What We Are Looking For:

• High school graduate or equivalent
• General knowledge of credit union policies and procedures.
• General understanding of credit union products and services.
• A minimum of (2) two years of experience working in a member/customer facing environment.
• Bilingual Spanish speaker preferred.
• Experience working in a financial institution call center or branch office strongly preferred.
• Experience working with account management and transaction processing software is required.
• Excellent communications and public relations skills.
• Ability to use a personal computer and related software applications including Microsoft Word and Excel.

Pay Grade Info

The base pay range for this position is: $23 - $28 / hourly

Perks Important To You

• Competitive pay
• Subsidized health care including medical, dental and vision
• FSA and HSA
• Company-Paid Life and A&D insurance
• Discounts on loans (must be a member)
• Paid Vacation, Holiday, and Sick time
• 401k Retirement Saving Plan with a 6% safe harbor employer match
• Educational Assistance Program and more!

Equal Opportunity Employer Veterans/Disabled