Member Services Agent / Contact Center Agent

Provident Credit Union; Redwood City (CA); On-site; USD 31,000 - 45,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) with up to 150% match

Bonuses (twice a year discretionary)

Paid time off & holidays

Tuition assistance

Job summary

Provident Credit Union in Redwood City, CA is seeking a Member Services Agent / Call Center Agent. You will handle member inquiries, process transactions, and promote credit union products while delivering excellent service.

The role requires strong communication, accuracy, and the ability to work in a fast-paced call center environment. Training is provided with multiple location options.

Qualifications

• High School Diploma; college degree preferred.
• Experience in an office setting.
• Experience using Windows and Microsoft Office.
• Experience in financial services preferred.
• Call center experience preferred.

Responsibilities

• Handle 60+ daily inbound and outbound member contacts via phone, email, service requests, and chat.
• Process monetary and non-monetary transactions accurately and promptly.
• Research transactions and accounts, making corrections and data changes when needed.
• Promote and cross-sell credit union products to meet goals.
• Review Star Station and Quick Assist for debit/credit card activity.
• Respond to inquiries related to decedent accounts, powers of attorney, IRAs, CDs, and money market accounts.

Skills

English communication

Customer service

Needs-based selling

Education

High School Diploma

College degree preferred

Tools

Windows OS

Microsoft Office

Job description

Job DetailsJob Location: Redwood City, CA 94065Position Type: Full TimeSalary Range: $27.50 - $27.50 HourlyMEMBER SERVICES AGENT / CALL CENTER AGENT (Redwood City, CA)

JOB SUMMARY

Customer Agents are required to develop a solid understanding of all credit union products, services, and access channels, as well as their associated processes and procedures. All Agents are expected to meet department standards for customer contact, sales, and service. Agents will actively participate in regular monitoring sessions to build skills and consistency with customers and other credit union staff. Agents may also be required to participate in outbound calling initiatives. Agents will be eligible to work in a range of locations, including corporate headquarters, work hubs, and other places.

Why Provident?

Provident Credit Union was established in 1950, and we rank among the top 10% of credit unions in the US. We believe having a culture that is accepting, supportive, diverse, and inclusive makes us all better. Provident has been a Bay Area "Top Workplace" since 2017, and our employees rank us on Glassdoor as one of the best credit unions in the nation.

Our values are:

• Listen
• Get Better
• Do What’s Right

Essential Functions

• Complete 60 or more daily inbound and outbound contacts and communication with members via phone, email, service request, and chat.
• Complete monetary and non-monetary transactions to member accounts accurately and in a timely manner while noting all activity.
• Complete research on transactions and accounts, making corrections and data changes when applicable.
• Promote and cross sell credit union products and services to achieve credit union-wide strategic goals and objectives.
• Review Star Station and Quick Assist for activity related to debit and credit cards.
• Accurately answer basic inquiries related to decedent accounts, Power of Attorney, Trust Agreements, IRAs, CDs, money market & escrow accounts and disbursements.
• Performs other duties as assigned.
• Excellent listening and speaking skills.
• Excellent written communication skills.
• Understand and adhere to BSA and OFAC policy and procedures, including required annual training.

QUALIFICATIONS

Education/Work Experience:

• High School Diploma, 2- or 4-year College Degree preferred.
• Prior work in office environment required
• Experience working with customer using Window and Office and other PC applications required
• Prior work experience in financial services preferred
• Prior work experience in call center highly preferred

Knowledge, Skills and Abilities:

• Process check orders and other related financial service transactions. Accurately enter data and update accounts.
• Follow policies and procedures for department, assigned tasks, and specific product and services.
• Ability to cross-sell products and services employing needs-based sales techniques.
• Good English verbal communication skills.
• Good English written communication skills required.
• Bilingual speaking skills preferred but not required.

Benefits you will enjoy:

• Quality medical, dental and vision care coverage
• 401(k) retirement plan with up to 150% matching employer contributions
• Strong commitment to investing in your career and educational advancement by offering up to 100% Tuition reimbursement for approved courses
• Annual discretionary bonus
• Generous paid time off and paid holidays
• Flexible spending accounts
• Employee Referral Bonus
• Short and long-term disability coverage
• Life and AD&D insurance
• Provident membership
• Rate discount on home and auto loans
• Opportunity to use company owned condo in Maui and Lake Tahoe

Compensation:

Pay Grade is P1. This position is eligible for our twice a year discretionary bonus.

Targeted Hourly Pay: $27.50 per hour

Provident is an Equal Opportunity Employer

We are a winner of the Bay Area News Group Top Work Place in 2018 - 2026. Check us out on Glassdoor