Contact Center Associate

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Seattle Credit Union

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1933

🏦 Banking

💸 Finance

👥 B2C

Banking • Finance • B2C

Seattle Credit Union is a financial institution providing a wide range of banking services for both personal and business needs. It offers checking and savings accounts, credit cards, various loan options including home and business loans, investment services, and resources for financial education. Seattle Credit Union prioritizes community impact through volunteerism and partnerships and offers innovative loan programs with low down payments. Established in 1933, it serves the dynamic Seattle community with a focus on growth and prosperity. Members benefit from competitive rates, fewer fees, and a member referral program that rewards referrals.

📋 Description

• Answer calls and inquiries in a high-volume environment while providing excellent member service and meeting performance targets • Meet departmental, individual, and organizational goals, including service levels, call metrics, quality of service, and production targets • Assist members with balances, transaction history, stop payments, and other general inquiries • Provide expertise on credit union products and services, including card systems, wire transfers, online banking, and product referrals • Resolve challenges using sound judgment, available resources, and training, escalating when appropriate • Contribute to member loyalty ratings and after-call survey scores through high-quality service • Manage member interactions primarily over the phone in a kind and welcoming manner • Promote technology-based solutions and self-service while troubleshooting and solving problems • Support members and internal partners using online banking, mobile apps, website, bill pay, and ATMs • Refer credit union products and services appropriately and capture member feedback • Mitigate risk by following policies, verification requirements, transaction-accuracy standards, and escalation procedures • Maintain knowledge of Bank Secrecy Act policies, procedures, practices, and changes in technologies • Work during inclement weather or business continuity events to ensure uninterrupted member support • Maintain reliable attendance and punctuality and perform other duties as assigned

🎯 Requirements

• One (1)+ year of sales and/or retail service experience • One (1)+ year of high-volume call center experience • Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint • Accurate 10-key and keyboarding/typing skills • Typing speed of at least 55 WPM • Excellent telephone and communication skills • Strong people and customer service skills, including the ability to de-escalate • Ability to connect with others with tact, discretion, and courtesy • Ability to perform basic math calculations • Ability to manage competing priorities in a high-volume, fast-paced, multitasking environment • Ability to communicate effectively verbally and in writing in English • Ability to work remotely from a private and professional home-office environment • Ability to work during inclement weather or business continuity events • Demonstrated commitment to SCU Values • Preferred: Associate degree or higher • Preferred: One (1)+ year of experience in a financial institution or member-facing, high-transaction role • Preferred: Experience handling chat, texting, or video interactions • Preferred: Experience with Fiserv systems, including DNA and Architect • Reliable attendance and punctuality

🏖️ Benefits

• Employee-paid medical benefits • 401k matching • Generous time off • Volunteering time off • Birthday time off • Opportunities to learn and grow • Low-cost medical contributions • Zero contributions for dental and vision plans • Generous paid time off program • Dollar-for-dollar 401k employer match up to 5% • Remote work from an employee’s home office