Contact Center Operations Representative

Contact Center Operations Representative

STCU is a growing regional credit union that is consistently rated one of the top-performing credit unions in the nation, and we have been named as one of Fortune Magazine's Great Places to Work. We look for employees who have a strong desire to serve others, are lifelong learners, are committed to working hard, have a fun-loving attitude, and who want to make a difference in our members' lives. We love people who share our passion for integrity, service, innovation, education, people, and celebration.

Paid time offplus 11 paid holidays!

Medical, dental, vision and life insurance

Flexible schedules and remote-work opportunities

Training and career development

Success sharing plan

401(k) matching contributions

Tuition reimbursement

Salary range : $20.42 - $28.58 per hour

Job Description

The Contact Center Operations Representative serves the membership through effective communication, troubleshooting, proactive learning, deepening member relationships, and member advocacy over the phone.

Core Job Requirements / Outcomes

• Maintain high service level standards by meeting or exceeding all service level metrics including but not limited to availability metrics, NPS scores, quality assurance score and adherence to schedule. In addition, utilize the TMA model of AIDINC while demonstrating empathy, curiosity and expertise in all product and services to determine spoken and unspoken needs.
• Showcase a strong aptitude in quality decision making skills by demonstrating the ability to make sound decisions even in the absence of complete information, and handling risk and uncertainty while relying on a mixture of analysis, wisdom, experience and judgement. Serve the heart of the member by creating alternate solutions that mitigate risk while still meeting the needs of the member.
• Ensure an exceptional member and employee experience by proactively bringing forward member friction points, continuous improvement ideas and employee experience suggestions while maintaining member security and complying with applicable regulations.

Other Essential Functions

Qualifications

Education : High School Diploma or equivalent required.

Job Experience : Minimum of two years customer service experience, preferably in a contact center environment.

Software Skills : Proficient knowledge of MS Office programs including Outlook, Word and Excel.

Other Skills : Strong written and verbal communication skills. Bilingual abilities, including ability to read, write and speak Spanish fluently is preferred.

Physical Demands : Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull / push and carry up to 10 pounds with accommodations.

Work Conditions : Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.