Stanford Federal Credit Union · 1 month ago
Contact Center Specialist
Palo Alto, CA, US
Full-time
Onsite
Entry Level
$29/hr - $32/hr
2+ years expStanford Federal Credit Union is a non-profit organization dedicated to improving financial lives for its members. The Contact Center Specialist will assist members through various communication channels, ensuring high levels of satisfaction and providing information about products and services.
Financial Services
No H1B
Responsibilities
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
Qualification
Required
2 years of similar or related experience, including preparatory experience
A high school degree or equivalent
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
Must be able to read and carry out various written instructions and follow oral instructions
Benefits
100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents
Employer 401(k) matching up to 5% plus additional annual discretionary contributions
Education reimbursement up to $5,200/year
Employee recognition program with cash incentives
Commuter Toll reimbursement $100-$200/month (based on position)
Wellness Benefits up to $1,200 per year
Paid Sick Time accrues at two weeks per year
Paid Vacation Time accrues at three weeks per year
Paid Federal banking holidays (approximately 11 per year)
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
Flex health/transit plan availability
Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources
Company
Stanford Federal Credit Union
Stanford Federal Credit Union is a company that offers retail banking services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Dan Kolkowitz
Board Member
Recent News
2025-04-12
2024-12-19
Company data provided by crunchbase