Remote Contact Center Associate – Banking & Member Support

Seattle Credit Union; Seattle (WA); Remote; USD 28,000 - 40,000; Full time

Benefits offered by this job

Medical benefits

401k matching

Paid time off

Volunteer time off

Birthday time off

Job summary

Seattle Credit Union seeks a Contact Center Associate to deliver friendly, efficient service via phone and member channels, following credit union policies. The role emphasizes empathy, problem solving, and escalation when needed.

The ideal candidate brings call center experience, strong communication, and knowledge of credit union products. A remote home-office setup is supported with performance-driven incentives and ongoing coaching.

Qualifications

• 1+ year of sales and/or retail service.
• 1+ year high-volume call center experience.
• Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
• Accurate 10-key, keyboarding/typing skills and at least a typing speed of 55 WPM.
• Excellent telephone skills and communication skills.
• Strong people and customer service skills, including ability to de-escalate.
• Ability to connect with others with tact, discretion, and courtesy within and outside the organization.
• Ability to perform basic math calculations.
• Ability to manage competing priorities in a high-volume and fast-paced/multi-tasking environment.

Responsibilities

• Answer calls or inquiries in a high-volume environment while providing excellent member service and meeting performance targets.
• Contribute to and consistently meet departmental, individual, and organizational goals and targets; including service level standards, call metrics, quality of service, and production.
• Proven expertise in credit union products and services, including card systems, wire transfers, online banking systems, and product referrals.
• Uses sound judgement on when to engage support to resolve challenges, utilizing resources and training to answer inquiries.
• Takes responsibility for quality and quantity of work.
• Deliver expertise in credit union products and services, while assisting members with general inquiries, such as balances, transaction history, and stop payments.
• Contribute to a strong Member Loyalty rating and after-call survey score by providing high quality service based on our service standards.
• Proactively perform tasks and contribute to member channel queues that directly impact member experience.
• Manage all interactions with members, primarily over the phone, in a kind and welcoming manner that aligns to the mission and values of the credit union.
• Lead with technology-based solutions and education to promote self-service, while finding creative solutions, problem solving, troubleshooting, and delivering on commitments.
• Open to mentoring and coaching through review and analysis of real member transaction recordings to advance service quality.
• Responds positively to feedback and coaching.
• Obtain a strong understanding of credit union products and services and refer them appropriately to members and potential members.
• Mitigate risk by adhering to policies and procedures, including verification requirements, processing transactions with accuracy, and escalating red flags.
• Support members and internal partners utilizing Seattle Credit Union services (Online Banking, Mobile Apps, website, bill pay, ATM).
• Maintain knowledge of Bank Secrecy Act policy and changes in policy and technologies.
• Communicate effectively in English and possibly a second language.
• Adjust to changing priorities and work during inclement weather or continuity events.
• Demonstrated commitment to SCU Values and reliable attendance.
• Other duties as assigned.

Skills

High-volume call center experience

Sales/customer service

Microsoft Office

Typing 55 WPM

Excellent telephone skills

Communication skills

De-escalation

Math calculations

multitasking

Education

Associate degree or higher

Tools

DNA (Fiserv)

Architect (Fiserv)

Job description

Seattle Credit Union seeks a Contact Center Associate to deliver friendly, efficient service via phone and member channels, following credit union policies. The role emphasizes empathy, problem solving, and escalation when needed.

The ideal candidate brings call center experience, strong communication, and knowledge of credit union products. A remote home-office setup is supported with performance-driven incentives and ongoing coaching.