Contact Center Service Specialist - Greater Houston

Premier America Credit Union; Houston (TX); On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

Competitive pay

Health, dental & vision insurance

FSA and HSA

Company-Paid Life and AD insurance

Loan discounts

Paid vacation, holidays, and sick time

401k with employer match

Educational assistance

Job summary

Premier America Credit Union seeks a dynamic Contact Center Service Specialist to handle broad member services, including opening/closing accounts, debit card orders, and wire requests. You will answer questions about Credit Union services and provide an excellent member experience.

The role requires a minimum of two years in a member-facing environment; bilingual Spanish is preferred. Strong communications skills and familiarity with MS Word/Excel are expected.

Qualifications

• 2 years of experience in a member/customer facing environment.
• Bilingual Spanish preferred.
• Experience in a financial institution call center or branch is strongly preferred.
• Experience with account management and transaction processing software is required.
• Excellent communications and public relations skills.
• Ability to use a PC and MS Word/Excel.

Responsibilities

• Perform member services including opening/closing accounts, debit card orders, mail and wire requests.
• Provide courteous, professional, and efficient service while following policies and security procedures.
• Identify member concerns and expedite resolutions to ensure a positive experience.
• Educate and refer Credit Union products and services to meet members' financial needs.
• Assist with inbound requests via Live Chat and Chatbot and other channels as needed.
• Cross-sell Credit Union products and services and provide advanced IRA knowledge.

Skills

Public relations

Communication skills

Spanish bilingual

Education

High school diploma

Tools

Microsoft Word

Microsoft Excel

Job description

Description

Job Title: 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:

Our Team Members enjoy the following rewards and benefits:

• 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