Contact Center Specialist

Peak Credit Union; United States; Remote; USD 53,583,000 - 60,890,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401k plan

Paid time off

HSA contributions

DCFSA/FSAs

Job summary

Peak Credit Union is seeking a customer-centric professional for a remote role serving members in Washington or Oregon. The position emphasizes active phone-based service, processing member transactions, and promoting available credit union products.

You will support online banking and uphold security protocols to safeguard member data. The role includes sales opportunities, performance-based incentives, and full-time benefits.

Qualifications

• Minimum six (6) months experience in a sales or customer service environment.

Responsibilities

• Greets and welcomes members and potential members in a courteous, professional, and timely manner, providing exemplary service through the phone channel.
• Gathers, processes, and records member transactions, including withdrawals, loan payments, wire transfers, and money transfers.
• Answers member inquiries about statements, share withdrawals and loan payoffs.
• Provides technical support for online banking, including service setup, troubleshooting, and self-help guidance.
• Ensures member identification and security following the MIP and security procedures, including fraud detection.
• Identifies and promotes sales opportunities by understanding member needs and offering applicable products and services.
• Works towards meeting production and referral goals and participates in core Sales and Marketing initiatives.

Skills

Customer service

Sales

Communication

Tools

Symitar

Job description

To maintain a strong connection with our members and local communities and better understand their unique needs, we are currently considering applications from candidates residing in Oregon and Washington for all open positions. We appreciate your understanding as we focus our hiring efforts in these specific regions. And, we encourage all qualified candidates from these states to apply, as we look forward to learning more about your unique skills and experience!

Where You Will Work:

Remote role only open to candidates residing in Washington (WA) or Oregon (OR). (Branches)

Pay Range:

The target hourly pay range for this position is $18.70 - $21.25. The full hourly pay range is $17.00 - $25.50.

• We provide an additional $2.00 per hour bilingual differential for those employees who can support our members’ financial needs effectively in a second language; subject to verification of strong grasp of financial terms utilizing language skillset.
• Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer of employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

Job Overview:

This position establishes professional and quality-based member relationships focused on meeting the financialneeds of each member. Promotes a service culture by actively recommending all credit unionproducts and services while effectively meeting the member’s needs via member phone calls. Acts asa liaison for the member and the credit union, in conformance with established policies andprocedures. Assists members regarding their financial matters while promoting the credit union’sphilosophy and objectives.

What You’ll Do:

• Greets and welcomes members and potential members in a courteous, professional, andtimely manner, providing exemplary service through the phone channel.
• Gathers, processes, and records a variety of member transactions, including but not limited towithdrawals, loan payments, wire transfers, and money transfers, while maintaining up-to dateknowledge of credit union products and services.
• Answers member inquiries about statements, share withdrawals and loan payoffs.
• Provides technical support for online banking, including service setup, troubleshooting, andself-help guidance.
• Ensures member identification and security by following the Member Identification Program(MIP) and other established security procedures, including fraud detection and processinghigh-risk transactions.
• Identifies and promotes sales opportunities by understanding and addressing member needs,introducing loan programs, and offering applicable products and services.
• Works towards meeting production and referral goals, and participates in core Sales andMarketing initiatives by educating members on product features and benefits.
• All other duties as assigned.

When You’ll Be Working:

Monday- Friday 7:45am - 6:00pm and rotating Saturdays 9:30am- 2:00pm. Full-time 40 hours a week.

Qualifications:

• Minimum six (6) months experience in a sales or customer service environment.

Bonus Points If You Have:

• Experience in aContact Center or financial institution preferred.

What You’ll Bring:

• In-depth knowledge of credit union products, services, policies, procedures, and systems likeSymitar, and awareness of competitor offerings.
• Proficient in managing difficult customer interactions and resolving member issues effectively and courteously.
• Excellent communication skills, including active listening, questioning, and maintainingpositive relationships with members, co-workers, and management.
• Proactive in seeking opportunities to assist members and co-workers, and in learning newinformation to enhance problem-solving and decision-making capabilities.
• Ability to cross-sell products and services, effectively address member account issues, andmaintain positive and professional member relationships.
• Capable of setting and achieving program goals that align with the credit union’s strategicplan, and managing work under pressure while meeting deadlines.

Total Rewards:

This position is eligible for Full-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage.

• Includes an option for Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage.
• We also offer Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA).
• Employees also have access to Life and AD&D insurance.
• Employees are able to enroll in our 401k plan.
• Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis.
• Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.

All benefits except 401k start the first of the month following date of hire. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment.

Peak Credit Union participates in E-Verify. We use E-Verify to confirm the identity and employment eligibility of all persons hired to work in the United States.

For more information on E-Verify, please click here: E-Verify Participation Poster English and Spanish

For more information on Right to Work, please click here: Right to Work

For more information on the Fair Chance Act, please click here: Fair Chance Act

Peak Credit Union is an Affi…?

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When you apply to a job on this site, the personal data contained in your application will be collected by Peak Credit Union. Your personal data will be processed for the purposes of managing the Credit Union’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under state and federal law. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by the Credit Union to help manage its recruitment and hiring process. Your personal data will be retained by the Credit Union as long as the Credit Union determines it is necessary to evaluate your application for employment and as required under applicable state and federal law. Greenhouse is under contractual obligation to keep such information confidential, and the Credit Union’s privacy practices comply with all applicable_state and federal laws_.