Senior Contact Center Specialist

Teachers Federal Credit Union; Hauppauge (NY); On-site; USD 37,608 - 41,810; Part time

Benefits offered by this job

Annual discretionary bonus program

401(k) company contribution

Paid time off

Tuition reimbursement

Dental & Vision premium covered

Job summary

Teachers Federal Credit Union in Hauppauge, NY is looking for a Senior Contact Center Specialist to be the first point of contact for member inquiries across various channels.

This role requires providing exceptional customer service while managing account inquiries and ensuring adherence to compliance regulations. Ideal candidates will have experience in customer service or banking, alongside strong critical thinking and decision-making abilities.

Qualifications

• Minimum two years of experience in contact center or financial services.
• Requires passing compliance training for legal adherence.
• Works well in a fast-paced environment with multiple calls.

Responsibilities

• Answers incoming inquiries about products and services.
• Verifies and maintains caller account security.
• Supports members on the use of Online/Mobile Banking.

Skills

Customer service

Critical thinking

Business writing skills

Attention to detail

Education

High school diploma or equivalent

Tools

CRM tools

Job description

For over 70 years, Teachers Federal Credit Union has been committed to guiding members toward building a strong financial foundation today for a better tomorrow. Recognized by Forbes Magazine as one of America’s Best-In-State Credit Unions in 2025, Teachers has grown into one of the nation’s leading credit unions. As we expand our reach across the country, we remain focused on being both a Best Place to Bank and a Best Place to Work. From part-time roles to executive leadership positions, Teachers offers a wide range of meaningful career opportunities.

Summary

The Senior Contact Center Specialist serves as the first point of contact for all types of account inquiries through multiple channels (calls, chat, email, etc.) while maintaining daily operational duties.

Education and Experience

• Requires a high school diploma or equivalent
• Minimum two-years advanced contact center, customer service, financial services, banking or insurance experience with full proficiency in a broad range of activities related to the job is required
• Credit Union or banking experience is required
• Requires passing compliance training to ensure adherence to legal and regulatory requirements, including banking security awareness
• Full proficiency of all company products preferred
• Solid business writing skills is required
• Works well in a fast‑paced environment with continued calls in queue
• Uses multiple systems and technology simultaneously with a focus on speed of use
• Remains calm, patient, objective, and professional when presented with difficult situations
• Handles personal, sensitive information professionally
• Strong critical thinking skills with an emphasis on accuracy
• Focused with an ability to prioritize multiple tasks
• Strong attention to detail to include solid data entry with minimal errors
• Maintains confidentiality of Credit Union and member records during and after employment with CU

Job Responsibilities

• Answers incoming caller inquiries about company products and services with a focus on delivering a high level of quality customer service using knowledge acquired through extensive on the job training and ongoing support and coaching
• Verifies and maintains caller account security using established processes, procedures, and various systems and technology
• Supports and educates members on the use of Online/Mobile Banking, Debit Cards, transactional account usages, general account inquiries and other services that are provided to members
• Performs call interaction logging using CRM tools and performs routine tasks to fulfill caller member/non‑member requests
• Meets or exceeds contact center goals for metrics such as first call contact resolution, quality standards, answer call rate, schedule adherence, and member survey results on a daily and monthly basis
• Opens various new accounts and services existing accounts; sets up new account files and provides callers with all necessary information for membership
• Promotes and completes applications for lending products/consumer loans
• Interacts with existing and new members to increase sales of products and/or services
• Performs member transactions which include loan payments and transfers
• Responds to members’ inquiries, requests, and problems/complaints by resolving the issues directly and/or directing them to the appropriate person for specific information and assistance
• May redirect calls/emails/chats/etc. to other teammates or departments depending on the nature of the inquiry
• Performs various account file maintenance actions (account data changes, account closures, card orders, etc.)
• Processes check orders, stop payments, fraud claims, and other forms
• Independently performs a wide range of complex duties under general guidance from supervisors. Resolves member issues in a courteous and professional fashion
• Problem solves accurately while using sound judgment at all times
• Complies with all applicable laws, regulations, Credit Union policies and procedures, and ensures compliance with all governing regulations, including Bank Secrecy Act (BSA), Anti‑Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), Truth-in Savings and Fair Credit Lending Practices
• Maintains an ongoing awareness of developments/changes in policies, procedures, products and services
• Performs other duties as assigned

Benefits

• This position is eligible for our annual discretionary bonus program. Some positions within the credit union also qualify for quarterly performance incentives
• Paid time off for vacation, personal days, and holidays
• 401(k) company contribution
• Teachers pays 100% of Dental & Vision premium
• Tuition reimbursement is offered to full‑time employees
• Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers

The good faith range for this position is $27.30 to $30.35 hourly. This range is an estimate based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law.

All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility.

To learn more about Teachers and to view a full list of our job opportunities please visit https://www.teachersfcu.org/about/careers