Contact Center Operations Representative

closed
Logo of STCU

STCU

πŸ’΅ $41k-$57k
πŸ“Remote - United States

Job highlights

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 offβ€”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
This job is filled or no longer available

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