Member Contact Center Peer Advisor

SCU; Edwardsville (IL); On-site; USD 27,607 - 34,508; Full time

Benefits offered by this job

11 paid holidays

401(k) employer match

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-Term Disability

Dress for your day

Supportive, team-oriented culture

Maternity leave

Job summary

Scott Credit Union in Edwardsville, IL is seeking a Peer Advisor to support the Member Contact Center and train new staff. This on-site role starts with 90 days in Edwardsville, with potential for hybrid/remote work after probation.

You will coordinate classroom and on-the-job training, teach new staff to handle calls and systems, and promote cross-selling of credit union products while maintaining team harmony and service standards.

Qualifications

• Must have high school diploma or equivalent.
• At least 1 year of call center experience and training experience, or 4 years in retail/financial services with training experience.

Responsibilities

• Coordinate formal classroom training for new FSRs with Training Department.
• Coordinate on-the-job training with supervisory team.
• Train new FSRs to answer member calls and operate systems.
• Train FSRs to cross-sell products and understand services.
• Monitor chats or inbox when no new FSRs are available; support the department.

Skills

Call center experience

Training experience

Education

High school diploma or equivalent

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.

Edwardsville, IL, US

3 days ago Requisition ID: 2632

Salary Range: $20.04 To $25.05 Hourly

Scott Credit Union is hiring a Peer Advisor in Edwardsville, IL to help provide exceptional service and strengthen our connection with members. If you’re passionate about helping others, skilled at problem-solving, and thrive in a fast paced, team-oriented environment – we’d be excited to welcome you to our award-winning team.

Schedule:Full-time | Monday–Saturday

Work Location Status:Fully on-site for the first 90 days at the Edwardsville, IL Headquarters. After successful completion of probationary period, the position may be eligible for hybrid or remote work.

*Employees in hybrid or remote roles may be required to return on-site periodically for meetings, events, or other work-related needs as determined by their manager.

About the Role

Reports to Contact Center Manager and assists in the operation of the Member Contact Center Department. Specific operational, business development and member service activities as delegated by the Manager, including training of the Member Contact Center Staff, as may be determined from time to time. The Peer Advisor will coordinate the training of all new FSRs with the Training Department and the on the job training with the Supervisory Team. The Peer Advisor will have one-on-one time with every new FSR in the department, working in the core system as well as each of the actively used ancillary systems

Why Join Scott Credit Union?

Scott Credit Union has been designated a TopWorkplacebytheSt.LouisPost-Dispatch and USA Today for our people-first culture and strong employee engagement. We invest in our diverse team with competitive benefits, meaningful work, and clear paths for growth.

Benefits include:

• 11paidholidaysandcompetitivePTO


• 401(k)withemployermatch


• Medical,dental,vision,andlifeinsurance


• Short-Term Disability, including maternity leave


• “Dressforyourday”policy


• Supportive, team-oriented culture

What You’ll Do

• Coordinate the formal classroom training of all new FSRs with the Training Department.


• Coordinate the on-the-job training of all new FSRs with the supervisory team.


• Trains all new FSRs on answering member calls, processes and ancillary systems.


• Trains all new FSRs to cross sell credit union products on a regular basis and has a strong understanding of products and services.


• At times with no new FSRs, the Peer Advisor will monitor the department chats, respond to FSR inquiries and review the Peer Advisor inbox.


• The Peer Advisor works closely with the Team Lead(s) to determine if/when to join the call queue, provide backup for the Contact Center chat or assist members via the online chat system to ensure service level standards for the department continue to be achieved.


• Educates members and potential members on the products and services Scott Credit Union offers that may be of benefit. Makes referrals to the Loan Center, Mortgage Department or Retirement and Investment Services as needed.


• Maintains harmony among new employees (within 90-day introductory period) and resolves grievances.


• Performs such other duties as may be assigned by Team Leads or Manager.

What You Bring

• High school diploma or equivalent


• One year of call center experience and training experience


• OR four years' of diversified experience working in a retail sales or financial services environment and training experience


• Personal computer experience to include Microsoft Windows applications

Is This You?

• You’re energized by creating meaningful connections and delivering strategic solutions


• You stay focused under pressure and prioritize precision in your work


• You take initiative, own your projects, and consistently aim for high-quality results


• You’re looking to build a long-term career where your skills can grow and evolve

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