Contact Center Representative

Job Title

Travis Credit Union Contact Center Representative

Job Description

Varying shifts: Monday-Friday between the hours of 8:00am-6:15pm, Saturdays are required 8:45am-4:15pm Day off TBD - 39-40 hours/week 100% Onsite at TCU Headquarters in Vacaville, CA. No remote or hybrid available. Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo. We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available). The Travis Credit Union (TCU) Contact Center is responsible for professionally managing member service inquiries via inbound calls, emails, and live-chats in a high volume customer service environment. TCU Contact Center representatives actively understand the value of a great customer experience while expanding existing member relationships by identifying opportunities for additional credit union products and services.

Profile

• Provides world-class customer support through all member support channels with a focus on first-contact-resolution and problem solving for account inquiries.
• Identify opportunities to deepen the member relationship by promoting and educating members around new products and services based on the member contact reason.
• Based on experience, manages product/service inquiries of a more complex nature, i.e. Certificates, Individual Retirement Accounts, etc.
• Follows up on member inquiries that are not immediately
• Follows proper Contact Center policies and procedures when handling different topics. Suggests improvements and changes to processes and policies to improve productivity and members' experience.
• Uses proven decision-making skills when handling exceptions to policies or procedures within assigned authority.
• Properly identifies, researches and resolves issues using multiple software applications.
• Participates in ongoing training programs and maintains up-to-date information and working knowledge of all Credit Union products, services, and promotions.
• Coach, mentor, or train less senior representatives, as needed.

Required Skills

• Passionate about helping people, and able to learn quickly and acquire the knowledge to assist members accurately.
• Must be detail-oriented with above average active listening skills.
• Proficient in MS Office products (Word, Excel, Outlook).
• Strong interpersonal and professional written and verbal communication skills to handle inquiries and issues with tact and diplomacy.
• Ability to interact with diverse groups of people and be a team player.
• Ability to work in a fast-paced, team-oriented environment. Efficiently organize work priorities and accurately complete multiple tasks within strict timeframes with minimal supervision.
• Ability to navigate multiple interdependent systems and tools.
• Highly skilled at researching and effectively resolving issues in a timely manner.

Required Experience

• Reports directly to assigned Supervisor/Manager, Contact Center.
• This position has no supervisory responsibilities.
• HS Diploma or equivalent.
• Bilingual in Spanish/English preferred, but not required.
• Levels:
• Associate Contact Center Representative: Minimum 1 year credit union/banking customer service experience and/or inbound call center experience.
• Contact Center Representative: Minimum 2 years credit union/banking customer service experience and/or inbound call center experience.
• Sr. Contact Center Representative: Minimum 3 years credit union/banking customer service experience and/or inbound call center experience.

Compensation

Starting salary is commensurate with experience. In addition to our competitive benefits, this opportunity with Travis Credit Union has a range of:

• Associate Contact Center Representative Grade 7: $19.98/hour - $24.69/hour
• Contact Center Representative - Grade 8: $21.57/hour - $26.65/hour
• Sr. Contact Center Representative - Grade 9: $23.49/hour - $29.01/hour

Benefits

• Competitive medical, dental, and vision insurance
• Mental health and wellness programs
• Employee performance incentive plan
• Merit-based salary increases
• 401(k) program with immediately vested employer match
• Generous holiday and vacation policies
• Exclusive TCU perks such as employee loan and credit card discounts

Travis Credit Union is an Affirmative Action Employer. EOE / Individuals with Disabilities / Veteran Status