Hybrid Banking Support 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

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