At least one year of sales and/or retail service experience.
At least one year of high-volume call center experience.
Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
Accurate 10-key and keyboarding/typing skills, with a typing speed of at least 55 words per minute.
Telephone and communication skills.
People and customer service skills, including the ability to de-escalate.
Ability to connect with others with tact, discretion, and courtesy within and outside the organization.
Ability to perform basic math calculations.
Ability to manage competing priorities in a high-volume, fast-paced, multitasking environment.
Ability to communicate effectively, both verbally and in writing, in English and a second language if applicable.
Ability to work during inclement weather or a business continuity event and, if remote, to find a private alternate work location when power or internet access is lost.
Reliable attendance and punctuality.
Responsibilities
Answer calls and inquiries in a high-volume environment, provide member service, and meet performance targets.
Meet departmental, individual, and organizational goals and targets, including service-level standards, call metrics, quality of service, and production.
Use expertise in credit union products and services, including card systems, wire transfers, online banking systems, and product referrals.
Use sound judgment to determine when to engage support, drawing on resources and training to answer inquiries.
Take responsibility for the quality and quantity of work.
Assist members with general inquiries, including balances, transaction history, and stop payments.
Support member loyalty and after-call survey scores by providing service in line with standards: listen to members, lead with empathy, own the solution, deliver excellence, and use appropriate escalation techniques.
Perform tasks and contribute to member-channel queues that directly impact member experience.
Manage member interactions, primarily by phone, in a kind and welcoming manner aligned with the credit union's mission and values.
Promote technology-based solutions and self-service education; find solutions, troubleshoot, and deliver on commitments.
Use reviews and analysis of real member transaction recordings for coaching and service improvement.
Obtain a strong understanding of credit union products and services, refer them appropriately to members and potential members, and capture member feedback when appropriate.
Mitigate risk by following policies and procedures, meeting verification requirements, processing transactions accurately, and identifying and escalating red flags.
Support members and internal partners using online banking, mobile apps, the website, bill pay, and ATMs.
Maintain knowledge of Bank Secrecy Act policies, procedures, and practices, and keep up to date on policy and technology changes.
Adjust to changing and evolving priorities and expectations.
Other duties as assigned.
Desired Qualifications
Bilingual ability in English and Spanish.
An associate degree or higher.
At least one year of experience in a financial institution in a member-facing, high-transaction role.
Experience handling chat, text, or video interactions.
Experience with Fiserv systems, including DNA and Architect.
Why Join Us?
Seattle Credit Union is proud to be an employer committed to the growth and prosperity of its employees, members, and the community.We work in a culture where voices are amplified to drive meaningful change and generate non-stop impact.We offer a comprehensive total rewards package, such as employee-paid medical benefits, 401k matching, and generous time off, suchas forvolunteering and even to celebrate your birthday! We provide opportunities for employees to learn and grow while fostering an inclusive work culture, and we have a tremendously diverse workforce that drives our ability to innovate andmaintainexcellence.
Seattle Credit Union is dedicated to helping our members achieve financial prosperity by providing education and banking services that meet their personal goals. We are Inclusive,Inventiveand Invested. We are Seattle Credit Union - we build strong and trusting relationships in service of our Mission.Seattle Credit Union is proud to be intentional in recruiting, hiring, and promoting a workplace that is inclusive.
JOB TITLE: Contact Center Associate
Department: Contact Center
FLSA Status: Non-Exempt
Bilingual (English/Spanish) preferred
ABOUT THE ROLE:
We are looking for a Contact Center Associate who is driven to make a positive impact on the employee and member experience. You are a strategic thinker with a bias for action. You have a relentless pursuit of excellence while bringing others along. You do not settle for mediocrity and are comfortable with challenging the status quo. If you’re always looking for more efficient and innovative ways of working, are thoughtful, intentional, and collaborative, we would love to talk to you!
The Contact Center Associate will provide friendly, effective and efficient service to membership over the phone and through all member channels while following the Credit Union policies, procedures, and guidelines. The Contact Center Associate, will support member inquiries in a people-driven attitude that drives an excellent member experience, including to properly refer more complex members inquiries to the appropriate channel. This is an exciting opportunity to bring forth new ideas and see those ideas come to life!
WHAT YOU WILL DO:
Answer calls or inquiries in a high-volume environment while providing excellent member service and meeting performance targets.
Contribute to and consistently meet departmental, individual, and organizational goals and targets; including service level standards, call metrics, quality of service, and production.
Proven expertise in credit union products and services, including card systems, wire transfers, online banking systems, and product referrals.
Uses sound judgement on when to engage support to resolve challenges, utilizing resources and training to answer inquiries.
Takes responsibility for quality and quantity of work.
Deliver expertise in credit union products and services, while assisting members with general inquiries, such as balances, transaction history, and stop payments.
Contribute to a strong Member Loyalty rating and after-call survey score by providing high quality service based on our service standards. Listening to our members, leading with empathy, owning the solution, delivering excellence, and utilizing appropriate escalation techniques.
Proactively perform tasks and contribute to member channel queues that directly impact member experience.
Manage all interactions with members, primarily over the phone, in a kind and welcoming manner that aligns to the mission and values of the credit union.
Lead with technology-based solutions and education to promote self-service, while finding creative solutions, problem solving, troubleshooting, and delivering on commitments.
Open to mentoring and coaching through review and analysis of real member transaction recordings in order to advance delivery of a premier level of service to our membership and community.
Responds positively to feedback and coaching.
Obtain a strong understanding of credit union products and services and refer them appropriately to members and potential members, and capture member feedback when appropriate.
Mitigate risk to the credit union by adhering to policies and procedures, including verification requirements, processing transactions with accuracy, and proactively identifying and escalating red flags.
Ability to support members and internal partners utilizing Seattle Credit Union services, including Online Banking, Mobile Apps, website, bill pay and ATM’s.
Maintain knowledge of Seattle Credit Union’s Bank Secrecy Act policy, procedures, and practices to meet compliance requirements, while keeping up to date on changes in policy and technologies.
Communicate effectively, both verbally and written, in English and a second language, if applicable.
Effectively adjusts to changing and evolving priorities and expectations.
Prepared to work during inclement weather or business continuity event, to ensure uninterrupted support for our membership. In addition, will be expected to find an private alternate location, if working remotely, if power or internet access is lost.
Demonstrated commitment to SCU Values.
Maintain reliable attendance and punctuality.
Other duties as assigned.
WHAT YOU WILL BRING:
Basic Qualifications:
One (1)+ year of sales and/or retail service.
One (1)+ year high-volume call center experience.
Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
Accurate 10-key, keyboarding/typing skills and at least a typing speed of 55 WPM.
Excellent telephone skills and communication skills.
Strong people and customer service skills, including ability to de-escalate.
Ability to connect with others with tact, discretion, and courtesy within and outside the organization.
Ability to perform basic math calculations.
Ability to manage competing priorities in a high-volume and fast-paced/multi-tasking environment.
Preferred Qualifications:
Associate degree or higher.
One (1)+ year of experience in a financial institution, member-facing, high transaction role.
Experience handling chat, texting, or video interactions.
Experience with Fiserv systems, including DNA and Architect.
Working Conditions:
Work is primarily performed at an employee’s home office.
Requires all meetings to be on video and must be conducted in a private and professional manner.
Team members may attend special off-hour meetings and seminars.
The nature of work may include prolonged periods sitting at a desk and working on a computer.
Benefits:
Seattle Credit Union supports and invests in our employees. We offer many great benefits, including low-cost medical contributions and zero contributions for dental and vision plans. Additionally, SCU offers a generous paid time off program and a 401k plan with a dollar-for-dollar employer to match up to 5%.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Compensation is based on the candidate's geographical location, calculated based on an adjustment factor from Seattle area market compensation.