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$29/hr–$32/hr
Part-time
high school
401(k) matching, Employee recognition program, Commute benefits, Paid sick time, Paid vacation time, Paid federal banking holidays
Posted 30d ago
~40 hrs/week
Responsibilities
The specialist will assist members via phone, chat, and messaging while performing teller functions and resolving complex account issues. They are also responsible for cross-selling credit union products and services to help members achieve their financial goals.
Requirements
Candidates must have at least two years of relevant contact center and banking experience. A high school degree or equivalent is required, along with the ability to work independently and follow precise standardized guidelines.
Full job description
Contact Center Specialist Opportunity at Stanford Federal Credit Union!
We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual yearning to make a difference, we need you on our team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University and some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.
Stanford FCU is a $4.5 billion company with a global reach—95,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!
Please note, this role is not 100% remote
Who YOU are:
2 years of similar or related contact center and banking experience, including preparatory experience.
A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
Learn and cross-train departmental duties of the credit union.
Handle considerable financial record keeping requirements.
Work within precise, standardized guidelines with latitude to make decisions.
Accept responsibility for assigned duties and possess the creativity required to successfully complete those duties.
Knowledge of Contact Center policies, procedures, and metrics
A high school degree or equivalent
Must be able to read and carry out various written instructions and follow oral instructions.
What YOU’LL do:
Assist members interacting with the credit union via phone, chat, secure messages and SMS.
Ensure high levels of member satisfaction through excellent service.
Perform teller functions for members (i.e., transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and transactions information, reissue and reset pin, process loan or credit card payments, etc.)
Identify products/services that might be beneficial to members and provide them with information about our products/services and encourage them to upgrade their membership reward with SFCU (cross-telling/selling). Follow and achieve personal and department’s goals on a monthly, quarterly, and yearly basis.
Perform outbound escalation calls to ensure members’ urgent needs are met within a timely manner.
Resolve issues that may arise and anticipate the member’s needs and make the appropriate recommendations to help members avoid future issues in a polite and friendly manner.
Cross-sell our various self-serve channels (online banking). Assist members in setting up and troubleshooting online services.
Determine if direct assistance can be provided or connect the caller with the appropriate resource to address their need, minimizing the caller’s time and effort in resolving their concern.
Answers questions and/or resolves complex problems on member accounts using all channels. This requires the ability to troubleshoot with the member online banking, mobile banking, bill payment services, and other methods of accessing credit union information.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the
Patriot Act and the Office of Foreign Assets Control.
Some of our benefits for YOU:
Employer 401(k) matching up to 5% plus additional annual discretionary contributions
Employee recognition program with cash incentives
Commute benefits up to $100-$200/month (based on position)
Paid Sick Time accrues at 5 days per year.
Paid Vacation Time accrues at one week per year.
Paid Federal banking holidays (approximately 10 per year) when it occurs on a regular scheduled day.
Ongoing training and education, seminars, and conferences
Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
Waived fees and deposit bonuses on Stanford FCU accounts
Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources.
Stanford Federal Credit Union provides pay ranges representing its good faith estimate of what the Credit Union reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location, and external market pay for comparable jobs.
If you are ready for this awesome opportunity (or know somebody who is) please contact us today!
Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions. Applicants that require work visa sponsorship or transfer will not be considered for employment. SFCU does not provide any relocation benefits for any positions.
Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
Related keywords
Contact CenterBankingCredit UnionFinancial ServicesCustomer SatisfactionCross-sellingOnline BankingMobile BankingBank Secrecy ActPatriot ActOFACTeller FunctionsFinancial Record KeepingEscalation CallsTroubleshootingMember Support
We’re dedicated to improving your financial life.
Federally insured by NCUA. Equal Housing Lender.
Industry
Banking
Company size
51-200 employees
Founded
1959
LinkedIn followers
5,244
We are a not-for-profit, member-owned financial institution dedicated to improving the financial lives of our members. We provide some of the most generous member benefits in our industry, delivered by a compassionate staff who always prioritize your needs first.
Stanford FCU history
In 1959 a group of Stanford University employees pooled their resources to create a financial institution that would be better than a bank, and dedicated to serving Stanford. Our membership grew to include the entire Stanford community—faculty, staff, students, volunteers, alumni, employees of Stanford Health Care and SLAC National Accelerator Laboratory. As Stanford FCU’s reputation grew, more people wanted to become part of the Stanford community.
Today we still strive to be better than a bank by putting our members’ needs first, and aspiring to be a trusted financial partner. We work with cutting edge technology companies to service the financial needs of their talented employees who expect the best products, service and experience. We’re proud that our community is an epicenter of innovation, and includes top-performing companies like Google, Facebook-Meta, Tesla, Genentech, SAP, VMware, Amazon, Oracle and Visa.
Nestled in the heart of Silicon Valley, Stanford FCU was the first financial institution to offer the convenience of digital banking. Innovation and member convenience continue to be a top priority, as we draw on Stanford University’s innovation and our high-tech community. Another priority that’s aligned with our mission to improve financial lives is our financial education. We offer personal counseling and free seminars (approximately 100 per year!).
Federally Insured by NCUA. Equal Housing Lender. NMLS #729643
Offices: 1860 Embarcadero Rd, Palo Alto, California 94303, US
Technology driven delivery channels which improve operating efficiencies and provides better pricing on products and services for member clients. Additionally and effective risk management has contributed to SFCU outperforming its peer groups.Financial Services