Contact Center Specialist

United Heritage Credit Union; Austin (TX); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Competitive Benefits Package

401(k) options

Generous paid time off

Education Reimbursement Program

Job summary

United Heritage Credit Union is seeking a Contact Center Specialist in Austin, Texas. The role involves providing high-quality support to members through effective communication and problem-solving in a fast-paced call center environment.

The ideal candidate will have a high school diploma and 1-3 years of customer service experience, with strong multitasking abilities and attention to detail. A competitive benefits package, including 401(k) options and generous PTO, is offered.

Qualifications

• 1-3 years of recent customer service or call center experience.
• Ability to process detailed information accurately.
• Effective interpersonal communication skills.

Responsibilities

• Help members with account questions and concerns.
• Perform account maintenance or updates.
• Use multiple systems for member requests.

Skills

Excellent listening ability

Verbal communication skills

Ability to multitask

Attention to detail

Collaboration with team members

Education

High school diploma or GED equivalent

Tools

MS Office Suite

Job description

United Heritage Credit Union (UHCU) is looking for an experienced Contact Center Specialist to provide high quality support to our members within a fast-paced call center environment. You will be answering an average of 60-100 incoming calls daily, averaging a 3-5 minute talk time. You will answer questions and provide superior customer service to our members regarding UHCU products and services. This position requires a high level of professionalism, organization and attention to detail. You will be responsible for delivering the right solutions, including additional Credit Union products and services, to meet members' financial needs and exceed their expectations.

We are looking for candidates who are committed to providing that exceptional customer service experience to our members. If you are interested in growing your career and becoming a part of our team, please submit your application today!

Responsibilities

• Problem solve by helping members with account questions and concerns.
• Perform account maintenance or updates.
• Use multiple systems to process a member's request.
• Become a financial coach to our members by giving them guidance on the best products and services for them.
• Help our members grow financially.
• Become a team player and collaborate with peers and leaders to make member services better.
• Complete research and resolve discrepancies as needed. Forward more complex issues or requests to Contact Center Support Specialists as appropriate.
• Maintain a high level of accuracy with minimal errors or outages.
• Adhere to Contact Center Identification (ID) Verification Guidelines in order to protect our members and the Credit Union.
• Receive coaching and feedback to help you grow and develop in your career.

What you will need to succeed

• Excellent listening ability and verbal communication skills.
• Ability to multitask in a fast-paced and changing team environment.
• Passion for providing outstanding service to our members.
• Strong attention to detail, with a focus on accuracy and quality of work.
• The ability to collaborate with team members.

Minimum Qualifications

• High school diploma or GED equivalent required.
• Minimum 1-3 years of recent customer service, call center, account resolution or related experience required.
• Demonstrated experience processing detailed information in an accurate and thorough manner.
• Demonstrated experience and ability to work with a wide variety of internal and external clients providing effective interpersonal communication and team skills.
• Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.

Preferred Qualifications

• 1-3 years of financial institution experience or related industry.
• Cross-selling or referral sales experience.
• Prior knowledge of call center operations.
• Demonstrated experience troubleshooting member issues or concerns, researching answers and connecting them to the proper resource.
• Experience utilizing smartphone and tablet applications.
• Bilingual (English/Spanish).

Benefits

• Competitive Benefits Package
• 401(k) options (Pre-Tax and/or Roth)
• Generous paid time off (PTO)
• Education Reimbursement Program
• Opportunity to Advance!