Contact Center Operations Representative

Summary

Join 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.

Requirements

• 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

Responsibilities

• 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
• 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
• Communicate effectively with members/employees through a variety of channels by actively listening and being able to articulate messages in a way that is broadly understandable while adjusting content to meet the tone of the audience
• Embody situational adaptability within a high paced, ever-changing environment through the ability to pick up on situational cues and seamlessly adapting personal, interpersonal, and leadership behavior
• Contribute to the development of STCU's culture and strategic vision; the achievement of organizational goals; and support and emulate the Core Values
• Consistently focus on personal development by ensuring current on all assigned training, continuous improvement methodologies and actively working through a personal development plan that identifies skill gaps

Benefits

• Paid time off—plus 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