Part Time Contact Center Specialist

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

Benefits offered by this job

401(k) matching

Paid time off

Holiday pay

Employee assistance

Training opportunities

Job summary

Stanford Federal Credit Union in Palo Alto is seeking a Part Time Contact Center Specialist to join our member-first team. You will handle members via phone, chat, secure messages and SMS, delivering friendly, accurate service and performing teller-like tasks as needed.

Applicants should have about 2 years of contact center or banking experience, strong communication skills, and the ability to work independently or in a team. This role is not 100% remote and offers a competitive hourly wage.

Qualifications

• 2 years of contact center and banking experience or related experience.
• Ability to communicate clearly with members via multiple channels.
• Capable of working independently or in a team under guidance.
• Familiarity with banking policies and procedures.

Responsibilities

• Assist members via phone, chat, secure messages and SMS.
• Ensure high levels of member satisfaction with excellent service.
• Perform teller-like functions as needed (transfers, payments, PIN issues).
• Cross-sell and promote online self-serve channels and products.
• Escalate urgent member needs by outbound calls when appropriate.
• Troubleshoot online/mobile banking and other services for members.

Skills

Contact center experience

Banking experience

Customer service

Communication skills

Teamwork

Independent work

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.

Part Time Contact Center Specialist

7 days ago Requisition ID: 1678

Salary Range: $29.00 To $32.00 Hourly

Contact Center SpecialistOpportunity 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:

• Employer 401(k) matching up to 5% plus additional annual discretionary contributions
• Employee recognition program with cash incentives
• Commute benefits up to $100-$200/month (based on position)
• Paid Sick Time accrues at 5 days per year.
• Paid Vacation Time accrues at one week per year.
• Paid Federal banking holidays (approximately 10 per year) when it occurs on a regular scheduled day.
• 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 provides pay ranges representing its good faith estimate of what the Credit Union reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location, and external market pay for comparable jobs.

Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions. Applicants that require work visa sponsorship or transfer will not be considered for employment. SFCU does not provide any relocation benefits for any positions.

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