Contact Center Associate (Miramar) Contract to Hire

About the Role

As a Contact Center Associate in our Miramar Operations Center you will act as representative of SCCU and provides exceptional quality service for members. To assist members via telephone, fax and mail providing them with SCCU information and cross-sell SCCU products and services. This is a six month contract to hire position. We are looking for multiple candidates for first and second shift. There is a shift differential for second shift positions.

Why Join SCCU?

• Member-Focused Mission: Be part of a not-for-profit organization that reinvests in its members.
• Career Growth: We prioritize internal promotions and offer on-the-job training.

Responsibilities

• Receives member phone calls/faxes/mail and is able to respond to questions, inquiries and concerns promptly.
• Demonstrates energy and enthusiasm in satisfying member's requests.
• Balances member's requests with SCCU procedures.
• Displays ability to perform a wide range of different tasks during the course of work day, to provide fast, friendly and effective service to SCCU membership.
• Resolves member problems, obtains information, researches records, follows up on details, assesses member's needs timely and efficiently and reports the results to the inquiring party.
• Provides creative solutions to member problems or questions.
• Demonstrates the ability to gain agreement or acceptance of proposed solutions to member's questions or concerns.
• Displays consideration to the member with problem resolution and demonstrates a willingness to turn problem calls into opportunities to sustain profitable member relationships.
• Maintains a thorough and current knowledge of SCCU lending and deposit account promotions, criteria, guidelines, procedures, policies, and processes, in order to provide members with current information, and refer loans, mortgages and deposit accounts appropriately.
• Meets established call volume and wait time standards to ensure efficient call handling and quality service delivery.
• Cross sells and promotes SCCU products and services to potential and existing members by means of inbound members phone inquiries or outbound calling programs, to meet personal sales goals and the established productivity standards for SCCU.

Requirements

• 1-12 months of prior customer service experience; including 6 months in a Call Center environment.
• High School Diploma or equivalency required.
• Bilingual fluency (English/Spanish) preferred.

Compensation

• Starting Salary: $22.18 - $23.48/hour
• Bonus Opportunity: Eligible for ONE SCCU Annual Bonus.

Benefits

• Health & Wellness: Medical, dental, and vision insurance, plus an Employee Assistance Program.
• Financial Perks: 401(k) match (5%), HSA match, and SCCU-paid insurance (short/long-term disability, life insurance).
• Education Support: Tuition reimbursement after one year of service.
• Generous Time Off: 20+ days of PTO, birthday PTO, and 11 federal holidays.
• Exclusive Discounts: Lower rates on loans, credit cards, and no fee SCCU accounts!

Work Schedule

• First Shift: Availability needed Monday - Friday 8 am - 6 pm, Saturday rotation 9 am -1 pm, with half day off during week when Saturday is worked.
• Second Shift: Availability needed Monday - Friday 10 am - 8 pm, Every Saturday 9 am - 5 pm with a rotation day off during the week.