Part Time Contact Center Specialist

About the role

Stanford Federal Credit Union is a $4.5 billion non-profit, member-owned financial cooperative serving 95,000 members in 90 countries. We’re on a mission to improve financial lives through generous benefits, a collaborative culture, and a commitment to making a difference. This role is not 100% remote.

Responsibilities

• Assist members via phone, chat, secure messages, and SMS, ensuring high levels of member satisfaction through excellent service.
• Perform teller functions, including transferring funds, stopping payments, closing/reordering debit cards, providing balances, reissuing/resetting PINs, processing loan or credit card payments, and more.
• Identify and recommend products/services that benefit members, encouraging upgrades to enhance their membership rewards (cross-selling).
• Follow and achieve personal and departmental goals on a monthly, quarterly, and yearly basis.
• Make outbound escalation calls to address members’ urgent needs promptly and resolve issues proactively.
• Cross-sell self-serve channels (e.g., online banking) and assist members in setting up and troubleshooting online services.
• Determine if direct assistance can be provided or connect members to the appropriate resource to resolve their concerns efficiently.
• Answer questions and resolve complex problems on member accounts across all channels, including online banking, mobile banking, and bill payment services.
• Comply with applicable laws and regulations, such as the Bank Secrecy Act, Patriot Act, and Office of Foreign Assets Control.

Requirements

• 2 years of contact center and banking experience, including preparatory experience.
• Ability to handle sensitive and confidential information with trust, credibility, and diplomacy.
• Perform job functions independently or with limited supervision and work effectively as part of a team.
• Learn and cross-train in departmental duties.
• Manage considerable financial record-keeping requirements.
• Work within precise, standardized guidelines while exercising latitude to make decisions.
• Demonstrate creativity and responsibility in completing assigned duties.
• Knowledge of Contact Center policies, procedures, and metrics.
• High school diploma or equivalent.
• Ability to read and follow written and oral instructions.

Benefits

• 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 accruing at 5 days per year.
• Paid vacation time accruing at one week per year.
• Paid federal banking holidays (approximately 10 per year).
• Ongoing training, education, seminars, and conferences.
• Loan rate discounts on vehicle, mortgage, and HELOC loans.
• Waived fees and deposit bonuses on Stanford FCU accounts.
• Employee Assistance Program with free benefits like counseling, legal assistance, and daycare resources.

Pay

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 scope and responsibilities of the position, qualifications, departmental budget, internal equity, geographic location, and external market pay for comparable jobs.