Contact Center Specialist

ServU Credit Union offers a workplace where employees feel valued. In a world of technology and automation, we know that our employees provide the meaningful touchpoints that our membership wants and needs. We are dedicated to the growth and success of our employees. We provide a healthy work-life balance and a supportive work environment.

ServU’s mission statement is “to responsibly serve the financial needs of our membership in a manner than exceeds their expectations.” We are member focused and are proud to serve 17 counties in our local area. We are committed to offering financial services as well as giving back through community events.

ServU provides a comprehensive benefits package including major medical, competitive salaries, 401(K) and generous paid time off. To find out more about ServU, please visit our website at servucu.com.

JOB SUMMARY:

Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers calls to appropriate departments

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer phones. Transfers calls to specific staff or departments as requested by the member.
• Process requests for check orders, change of address, stop payments, account maintenance, transfers, check and statement copies, or other account needs.
• Handle member requests provided through secure messaging.
• Complete digital banking password reset, unlock accounts, and assist with updating contact information.
• Provide information to members on electronic deposits and withdrawals, including loan payment methods.
• Answer member question on credit card payment and transaction history, declined transactions, balance transfers and other 1st level questions.
• Review debit card alerts, unblock cards as needed and escalate disputes to Card Services.
• Obtain working knowledge of all digital banking products and services; instruct members on how to complete tasks over the phone.
• Take payments over the phone via cash advance, transfers and credit card payments from outside accounts.
• Utilize various systems including but not limited to the core, back office systems for digital banking and card processors, and department specific core features.
• Complete maintenance on digital banking accounts through daily reports.
• Verify digital banking transfers and identify suspicious activity.
• Assist other departments in outgoing calls as needed.
• Perform clerical duties as assigned.
• Become proficient in all credit union services and products. Explain, promote and cross sell them to members as appropriate.
• Comply with all safety and security policies, practices and procedures. Report any unsafe or suspicious activities to your supervisor.
• Community involvement is a requirement of this position as outlined in the ServU Employee Handbook.
• Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets.

QUALIFICATIONS / REQUIREMENTS:

• One – three years of similar or related experience
• Good computer skills
• Ability to handle multiple tasks simultaneously
• Excellent grammar and communication skills
• Ability to sit for long periods of time
• High level of confidentiality
• Timeliness and regularity of attendance are essential to the job

The actual compensation will be determined based on experience and other factors determined by law.

ServU FCU is an Affirmative Action Equal Opportunity Employer. We fully encourage minorities, females, Veterans and Individuals with Disabilities to apply for all openings.

Job Type: Part-time

Pay: $16.73 - $20.91 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $17 - $21