Remote Contact Center Associate: Member Experience

Rippling, Inc.; Seattle (WA); Remote; USD 42,000 - 56,000; 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 is seeking a Contact Center Associate to deliver friendly, efficient service by phone and across channels, following policies and guidelines. You will handle member inquiries, refer complex cases, and strive for excellent member experiences.

We value empathy, collaboration and continuous improvement, with opportunities to mentor others and grow within a diverse, inclusive workplace.

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 at 55 WPM.
• Excellent telephone and communication skills.
• Strong customer service and de-escalation abilities.
• Ability to connect with others with tact and discretion.
• Basic math calculations.
• Ability to manage competing priorities in a high-volume, fast-paced environment.

Responsibilities

• Answer calls or inquiries in a high-volume environment while providing excellent member service and meeting performance targets.
• Contribute to and meet departmental, individual, and organizational goals and targets; including service level standards, call metrics, quality of service, and production.
• Proficient in credit union products and services, including card systems, wire transfers, online banking, and referrals.
• Use sound judgement to engage support to resolve challenges and refer inquiries appropriately.
• Maintain quality and quantity of work.
• Provide expertise in products and services and assist with general inquiries (balances, history, stop payments).
• Contribute to strong Member Loyalty and after-call scores with high-quality service and escalation when needed.
• Support member channels to improve queues and member experience.
• Interact with members primarily by phone in a kind, welcoming manner aligned to SCU values.
• Promote self-service with technology-based solutions and educate members on tools.
• Mentor and coach using real member transaction recordings to raise service level.
• Respond to feedback and coaching.
• Understand SCU products/services and refer them to members appropriately; capture feedback when appropriate.
• Mitigate risk by adhering to policies and escalating red flags as needed.
• Assist members and internal partners with Online Banking, Mobile Apps, website, bill pay, and ATMs.
• Maintain knowledge of Bank Secrecy Act policies and stay updated on policy changes.
• Communicate effectively in English, and in a second language if applicable.
• Adjust to changing priorities and be prepared for weather or continuity events.
• Perform duties remotely with private location if needed.

Skills

Sales experience

Call center experience

Typing 55 WPM

Telephone skills

Customer service

Interpersonal skills

Basic math

Multitasking

Financial institution experience

Omnichannel support

Fiserv DNA/Architect

Education

Associate degree or higher

Tools

Microsoft Office (Outlook, Word, Excel, PowerPoint)

Job description

Seattle Credit Union is seeking a Contact Center Associate to deliver friendly, efficient service by phone and across channels, following policies and guidelines. You will handle member inquiries, refer complex cases, and strive for excellent member experiences.

We value empathy, collaboration and continuous improvement, with opportunities to mentor others and grow within a diverse, inclusive workplace.