Contact Center Specialist

Stanford Federal Credit Union; Palo Alto (CA); On-site; USD 40,000 - 44,000; Full time

Benefits offered by this job

Medical, dental, vision

Life/AD&D

401(k) matching

Education reimbursement

Paid time off

Job summary

Stanford Federal Credit Union is hiring a Contact Center Specialist in Palo Alto, CA. This full-time clerical role supports members via phone, chat and secure messages, handling teller tasks and cross-selling services. You’ll provide exceptional service, troubleshoot online banking, and work to meet monthly and quarterly goals.

We offer strong benefits and a culture of growth in a Bay Area top workplace. The team is non-profit, member-owned, and dedicated to improving financial lives alongside

Qualifications

• Two years of contact center and banking experience.
• Ability to work with members in sensitive and confidential situations.
• Work independently or with limited supervision in a team.
• Learn and cross-train departmental duties.
• Follow precise guidelines and take responsibility for duties.

Responsibilities

• Assist members via phone, chat, secure messages and SMS.
• Maintain high member satisfaction with excellent service.
• Perform teller functions and provide account support.
• Cross-sell products and services to members monthly and quarterly.
• Make outbound escalation calls to address urgent needs.
• Resolve issues and anticipate member needs to prevent future problems.
• Guide members to self-serve channels and troubleshoot online services.
• Connect callers to the right resource to resolve needs efficiently.
• Troubleshoot using online banking, mobile banking and bill pay.

Skills

Contact center experience

Banking experience

Customer service

Reading instructions

Education

High school diploma

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Contact Center Specialist

Full Time Clerical Palo Alto, CA, US

Salary Range: $29.00 To $32.00 Hourly

Contact Center Specialist Opportunity at Stanford Federal Credit Union!

We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual yearning to make a difference, we need you on our team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University and some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.

Stanford FCU is a $4.5 billion company with a global reach—95,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, "we work hard, and we play hard", and we need your help to improve even more financial lives!

*Please note, this role is not 100% remote*

Who YOU are:

• 2 years of similar or related contact center and banking experience, including preparatory experience.
• A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Learn and cross-train departmental duties of the credit union.
• Work within precise, standardized guidelines with latitude to make decisions.
• Accept responsibility for assigned duties and possess the creativity required to successfully complete those duties.
• Knowledge of Contact Center policies, procedures, and metrics
• A high school degree or equivalent
• Must be able to read and carry out various written instructions and follow oral instructions.

What YOU’LL do:

• Assist members interacting with the credit union via phone, chat, secure messages and SMS.
• Ensure high levels of member satisfaction through excellent service.
• Perform teller functions for members (i.e., transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and transactions information, reissue and reset pin, process loan or credit card payments, etc.)
• Identify products/services that might be beneficial to members and provide them with information about our products/services and encourage them to upgrade their membership reward with SFCU (cross-telling/selling). Follow and achieve personal and department’s goals on a monthly, quarterly, and yearly basis.
• Perform outbound escalation calls to ensure members’ urgent needs are met within a timely manner.
• Resolve issues that may arise and anticipate the member’s needs and make the appropriate recommendations to help members avoid future issues in a polite and friendly manner.
• Cross-sell our various self‑serve channels (online banking). Assist members in setting up and troubleshooting online services.
• Determine if direct assistance can be provided or connect the caller with the appropriate resource to address their need, minimizing the caller’s time and effort in resolving their concern.
• Answers questions and/or resolves complex problems on member accounts using all channels. This requires the ability to troubleshoot with the member online banking, mobile banking, bill payment services, and other methods of accessing credit union information.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the
• Patriot Act and the Office of Foreign Assets Control.

Some of our benefits for YOU:

• 100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents
• Quarterly incentives up to 10% of your salary (based on position)
• Employer 401(k) matching up to 5% plus additional annual discretionary contributions
• Education reimbursement up to $5,200/year
• Employee recognition program with cash incentives
• Commuter Toll Benefit $100-$200/month (based on position)
• Wellness Benefits up to $1,200 per year
• Paid Sick Time accrues at two weeks per year
• Paid Vacation Time accrues at three weeks per year
• Paid Federal banking holidays (approximately 11 per year)
• Ongoing training and education, seminars, and conferences
• Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
• Waived fees and deposit bonuses on Stanford FCU accounts
• Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources

Stanford Federal Credit Union providescompetitivepay ranges based on factors such as (but not limited to) the scope and responsibilities,qualificationsneeded for the position andexternal market pay for comparablepositions.

Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions.

Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities