PSECU, a high-tech progressive financial institution with more than $8 billion in assets, is seeking a Contact Center Agent provides superior member service pertaining to Member Services, Digital Banking, or Card Services. This would include but not limited to handling general account inquiries, share and loan transactions, account history and maintenance, troubleshooting online banking and mobile services issues, lost or stolen cards, disputed card and ATM transactions and VISA credit card and debit card maintenance. Using knowledge of products and services, as well as excellent member service skills, the contact center agent will educate members on the responsible use of those services to broaden self-service relationships and to achieve greater profitability and competitive advantage.
Benefits: We offer a competitive salary, excellent benefits and a great work environment. Along with excellent medical and retirement programs and a generous leave package, our workplace offers tuition reimbursement.
Employee Type: Full-time, non-exempt
Schedule: Monday–Friday - 10:00am–6:00pm. Rotating every third Saturday. This is a hybrid schedule working remotely with minimum onsite expectation of 20%, or as needed. Minimum Starting Payrate: $18/hr. (Commensurate with experience)
Candidate must be bondable and credit worthy.DutiesDUTIES AND ACCOUNTABILITIES - Essential for this position include:

• Handling member contacts and inquiries pertaining to Member Services, Digital Banking, or Card Services based on assigned/acquired skills. This includes phone calls (inbound and outbound), email, relay calls and written correspondence; researching member issues; and resolving member issues through appropriate financial transactions, account maintenance, member education and/or cross serving appropriate services.
• Understanding all PSECU’s products and services.
• Understanding department operations, information resources and tools, guidelines, and policies.
• Following proper security policies and procedures in authenticating members through all communication channels.
• Utilizing appropriate company software and systems for member transactions and interactions.
• Being a continuous learner by implementing feedback from managers, participating in ongoing training, quality assurance reviews, and conducting self-evaluations.
• Backing up and assisting in training of other team members as needed.

The PSECU Contact Center Service Advisor, the next role in the career path, includes the above responsibilities and adds being the first point of reference for the Contact Center Agents by utilizing their advanced knowledge in a more evaluative and investigative decision-making process in assisting members with their accounts. The Service Advisor will be the first step in the member escalation process and will leverage interpersonal and problem-solving skills to diffuse member issues.