Contact Center Specialist

The Contact Center Specialist is responsible for providing support and assistance to existing members, potential members and other parties who contact Technology Credit Union (Tech CU) by telephone and/or email, including other departments. When responding to incoming phone calls and emails, the Contact Center Specialist adheres to established Tech CU policies and procedures to effectively satisfy inquiries, resolve problems, fulfill services requests and cross-sell relevant products and services as presented by the client.

Member Service Operations

• In a professional manner handles telephone/email inquiries, including:
• Provides quality customer service during each call
• Handles calls in accordance with established department guidelines, while adhering to all Tech CU policies and procedures
• Clearly and accurately explains the features, benefits and processes of Tech CU products and services, including membership/service related fees, which are relevant to needs of the caller
• Provides clear and accurate information in a timely manner
• Properly directs calls/requests to the appropriate employee/department for processing as needed.
• Identifies product referral and cross-sell opportunities in a variety of situations, including; fulfilling immediate member needs, promotional offers and marketing campaigns.
• Maintains a 92% available time for calls
• Effectively explains Tech CU policies, procedures, and compliance regulations to the member
• Processes authorized transactions/requests accurately and in a timely manner
• Responds to requests for assistance from staff and other Tech CU departments.

Work Schedule

Full-time; typically 40 hours/week

M-F, 8 hour shift within the 7:45am-6:00pm window

Plus rotating Saturdays 9:45am-2:15pm

Occasional overtime

Workplace Essentials

• Supports Tech CU’s Mission and Vision and consistently demonstrates Tech CU’s Values (Accelerate, Collaborate, Innovate, & Cultivate).
• Meets with manager on a regular basis to discuss goal alignment, performance metrics, and development plans.
• Complies with Tech CU policies and procedures.
• Upholds employee Code of Conduct and Business Ethics and ensures confidentiality of the workplace.
• Complies with requirements imposed by federal, state and local regulatory agencies.
• Adheres to internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.

Education: High School diploma (or equivalent experience) is required

Experience: 2 years combined banking and/or call center experience preferred

Knowledge/Skills/Abilities:

• Excellent verbal and written communication skills.
• Good time-management skills
• Achieves a regular Call/Email average of 90% or better
• Meets individual product referral goals as outlined by management
• Strong organization, team orientation, P.C. Internet, and service skills

Licensing: Upon employment, must enroll and maintain registration with Nationwide Multistate Licensing System (NMLS) under Tech CU’s company registration

Typical Working Conditions: Office environment with member interaction via phone

Equipment Used: Routinely uses standard office equipment, including computer, phone, copier and other devices.

Physical Requirements:

• Ability to sit 92% of the day.
• Mouse and use Keyboard, read computer screen for 90% of time during which one is seated.
• Listening/speaking to others for 92% of time during which one is seated.

EQUAL EMPLOYMENT OPPORTUNITY

Technology Credit Union is an Equal Opportunity Employer. All qualified employees and applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

PAY AND BENEFITS

This is a grade 102 position, with a salary range from $51,000 to $71,000 with bonus potential of 5%. The anticipated range for new hires is between the low-end and midpoint of the range, depending on experience. Tech CU is a pay-for performance organization that benchmarks base pay to the 50^th percentile of our market and we provide incentive-based compensation aligned with successful accomplishment of individual and corporate goals. The salary mentioned above is based on working in San Jose, CA. Salaries are based on the geographic location in which you live if working remotely.

Additionally, Tech CU provides health care benefits, life and disability insurance, 12 paid holidays and 401k with a company match; along with employee paid voluntary benefits. 5.54 Paid Time Off (PTO) hours accrue per bi-weekly paycheck (18 days per year) and will increase with length of service. Eight hours of Voluntary Time Off (VTO) are granted to full time employees annually to dedicate time to charitable organizations. Leaves of absences are available in adherence with state and federal regulations.