[Remote] Contact Center Specialist

Note: The job is a remote job and is open to candidates in USA. Peak Credit Union is focused on maintaining strong connections with its members and local communities. They are seeking a Contact Center Specialist to establish professional relationships and meet the financial needs of members through exemplary service and support.

Responsibilities

• Greets and welcomes members and potential members in a courteous, professional, and timely manner, providing exemplary service through the phone channel
• Gathers, processes, and records a variety of member transactions, including but not limited to withdrawals, loan payments, wire transfers, and money transfers, while maintaining up-to date knowledge of credit union products and services
• Answers member inquiries about statements, share withdrawals and loan payoffs
• Provides technical support for online banking, including service setup, troubleshooting, and self-help guidance
• Ensures member identification and security by following the Member Identification Program (MIP) and other established security procedures, including fraud detection and processing high-risk transactions
• Identifies and promotes sales opportunities by understanding and addressing member needs, introducing loan programs, and offering applicable products and services
• Works towards meeting production and referral goals, and participates in core Sales and Marketing initiatives by educating members on product features and benefits
• All other duties as assigned

Skills

• Minimum six (6) months experience in a sales or customer service environment
• In-depth knowledge of credit union products, services, policies, procedures, and systems like Symitar, and awareness of competitor offerings
• Proficient in managing difficult customer interactions and resolving member issues effectively and courteously
• Excellent communication skills, including active listening, questioning, and maintaining positive relationships with members, co-workers, and management
• Proactive in seeking opportunities to assist members and co-workers, and in learning new information to enhance problem-solving and decision-making capabilities
• Ability to cross-sell products and services, effectively address member account issues, and maintain positive and professional member relationships
• Capable of setting and achieving program goals that align with the credit union's strategic plan, and managing work under pressure while meeting deadlines
• Experience in a Contact Center or financial institution preferred

Benefits

• Medical, dental, vision and life insurance coverage
• Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage.
• Health Care FSA (HCFSA)
• Health Savings Account (HSA) with employer contributions
• Dependent Care FSA (DCFSA)
• Life and AD&D insurance
• 401k plan
• 8 hours of vacation and 8 hours of sick leave, on a monthly basis
• 11 paid holidays throughout the calendar year
• 1 floating holiday
• 16 hours of self-care time
• 16 hours of volunteer time

Company Overview