Share Email Opening
Title

Call Center Representative  

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
 
Full-Time/Part-Time Full-Time  
Preferred Experience/Skills  
About the Organization We are a full service financial institution owned and operated by nearly 50,000 members of the Stanford Community, including Stanford University, Stanford Hospital & Clinics, Lucile Packard Children's Hospital and SLAC National Accelerator Laboratory. Our assets are over $2 billion, and the quality of our expansive line of financial products and services is unmatched in the industry.

At Stanford Federal Credit Union (SFCU), benefits are an integral part of our total compensation package. Each person's situation is unique. Therefore, choice, wherever possible, is a key componet of our benefits. Each benefit helps meet an important need. Because we know it is the contribution of every member of the team, we want to recognize and reward each of you. That's why we provide competetive salaries and a comprehensive benefit program.

Please contact our Human Resources Team for further information about our benefits programs.
 
Category Banking  
Description

The Call Center Representative will report to the Contact Center Supervisor. The key areas of responsibility for this position are to provide information, suggestions, and solutions to members and prospective members using remote communication methods. Brevity of phone calls is not a primary goal in this department; the quality of the interaction is more important.

Creating an exceptional member experience is the most important component of this job. A successful candidate must be able to demonstrate passion for their job and to provide excellent service to members.

The Call Center Representative will also be accountable for achieving their individual sales and service goals. The Sales responsibilities are an essential part of the representative job responsibilities. The representative will ensure that a prospective or existing member is presented with the features and benefits of the credit union’s products and services to help members achieve their financial goals.

The representative will ensure that all interactions with members and staff are handled professionally, accurately, with high quality and performance standards, ensuring optimal Member service, integrity, and profitability.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Key responsibilities include meeting service levels & response time objectives of phone calls, emails, and other communication methods.
  • Specific standards adherence will be required around connecting with a caller, servicing a caller, suggesting solutions to a caller, placing a caller on hold, offering a call back, resolving difficult situations and ending a call.
  • Provide one-to-one support through all channels of communications. (e.g. telephone, electronic mail, facsimile, web, voicemail, and other electronic/remote avenues)
  • Ensures that all interactions with members and prospective members are handled professionally, accurately and with high quality and performance standards; ensuring optimal customer service, integrity, and profitability.
  • Evaluate and recommend improvements to existing and future products and delivery channels
  • Maintains knowledge of credit union products and services, and is able to analyze a member’s profile to effectively promote products and/or services beneficial to the member and Credit Union.
  • Supports all credit union campaigns and makes outbound service and sales calls.
  • Required to meet monthly sales and service goals as defined by management.
  • Provides administrative support on special assignments, non-repetitive in nature, and requiring independent thinking and judgment.

Operational Oversight

  • Provides customer service and possesses conflict resolution skills.
  • Ability to read and analyze call center information.
  • Ability to work as a member of a team, as well as independently, to meet goals and objectives.
  • Adheres to Customer Identification Policy (CIP), Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies, procedures and all other relevant policies and procedures.
  • Provides product and service information, and resolves member complaints by pinpointing problems; offers solutions, corrections, or adjustments; and follows up to ensure member satisfaction.
  • Provides the information and education necessary to assist the member in making decisions regarding their current and possible future investment and loan needs.
  • Provides feedback to management on critical issues, interest, and concerns of members to support on-going efforts to improve service and products.
  • Collate and review information from member communication and/or activity not provided by system, or information from other resources, and performance surveys.
  • Provides support and direction for others in the department to ensure a high level of service from the perspectives of courtesy, promptness and accuracy; may be required to provide assistance in the training of new and junior members of the department.
  • Has well-rounded knowledge of products, services, and processes; including all savings instruments, all loan and mortgage programs, and all delivery systems.

BEHAVIOR STANDARDS

Maintains a positive work environment always putting the member’s needs first. Member satisfaction must be your driving principle to be successful in this role.

 
Position Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE:

  • High School diploma
  • At least one year of call center experience in a financial institution preferred.
  • Excellent customer service skills required.

 
Location Corporate  

This position is currently not accepting applications.

To search for an open position, please go to http://StanfordFederalCreditUnion.appone.com



WE ALSO RECOMMEND

Other Jobs Within Same Category
Personal Banker in Palo Alto, CA
Posted on: 9/20/2017
[Apply Now]

Mobile (MobiCU) Branch Manager in Palo Alto, CA
Posted on: 9/20/2017
[Apply Now]


Other Jobs Within 60 Miles
Personal Banker in Palo Alto, CA
Posted on: 9/20/2017
[Apply Now]

Residential Loan Processor in Palo Alto, CA
Posted on: 9/20/2017
[Apply Now]

Commercial Banking Officer II in Palo Alto, CA
Posted on: 9/20/2017
[Apply Now]

Mobile (MobiCU) Branch Manager in Palo Alto, CA
Posted on: 9/20/2017
[Apply Now]

Director of Marketing\Business Development in Palo Alto, CA
Posted on: 9/20/2017
[Apply Now]



 


 
Click here for technical assistance.