Contact Center Operations Representative

About Us

STCU is consistently rated one of the top-performing credit unions in the nation and has been named 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 want to make a difference in our members’ lives. We love people who share our core values: Joyfulness, generosity, belonging, goodness, and striving. We believe in being a force for good in the community while helping members achieve their financial goals and dreams.

Benefits

• Paid time off—plus 11 paid holidays
• Medical, dental, vision, and life insurance
• Training and career development
• Success sharing plan
• 401(k) matching contributions
• Tuition reimbursement

An overview of the benefits can be found here.

Responsibilities

• Maintain high service level standards by meeting or exceeding all service level metrics including 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 products and services to determine spoken and unspoken member needs.
• Showcase strong decision-making skills by handling risk and uncertainty while relying on analysis, wisdom, experience, and judgment.
• Serve members by creating alternate solutions that mitigate risk while still meeting their needs.
• Ensure an exceptional member and employee experience by proactively addressing member friction points, continuous improvement ideas, and employee experience suggestions while maintaining member security and complying with applicable regulations.
• Communicate effectively with members and employees through various channels by actively listening and adjusting content to meet the tone of the audience.
• Embody situational adaptability within a high-paced, ever-changing environment by picking up on situational cues and seamlessly adapting behavior.
• Contribute to the development of STCU's culture and strategic vision, the achievement of organizational goals, and support and emulate the Core Values.
• Focus on personal development by staying current on all assigned training, continuous improvement methodologies, and actively working through a personal development plan that identifies skill gaps.

Requirements

• High School Diploma or equivalent required.
• Minimum of two years of customer service experience, preferably in a contact center environment.
• Proficient knowledge of MS Office programs including Outlook, Word, and Excel.
• Strong written and verbal communication skills.
• Bilingual abilities (Spanish) preferred.

Physical Demands & Work Conditions

• Must be able to regularly talk, hear, and operate a computer, keyboard, and mouse.
• Occasionally lift, pull/push, and carry up to 10 pounds with accommodations.
• Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting.
• Exposure to a high-stress, fast-paced, deadline-oriented environment.

Pay

Salary range: $20.42 - $28.58 per hour