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Contact Center Advisor
Position Title: Contact Center Advisor
Job Type: Full-Time
Classification: Non-Exempt
Salary: $19.00 per hour
Our growing credit union is searching for detail-oriented team members to provide exceptional service to our members. This includes providing prompt, efficient and courteous service while processing transactions, answering questions and cross servicing.
What You'll Be Doing
- Assists members with their requests; answers questions about products, services, and applications and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their management team, along with their recommendations.
- Provides service and information in a pleasant, professional and efficient manner via telephone, email, chat or other correspondence.
- Identifies cross-sell opportunities and educates members on PFCU products and services. Include monthly tag line provided by Manager.
- Researches and solves routine member questions, problems and complaints concerning credit union accounts. Ensures proper follow-up and member satisfaction.
- Adhere to internal performance and productivity standards, department guidelines, regulations, meet quotas and maintain logs.
- Treat all PFCU members and employees with a positive and cooperative attitude.
- Enhance job performance by applying up-to-date professional and technical knowledge gained by attending training sessions, reviewing professional publications and maintaining professional relationships.
- Assist with the balancing and administration of the department.
- Assists other departments as needed.
- Other duties as assigned or required.
On-Site training is required for the first 90 days of employment. Potential hybrid opportunity available upon completion of training/assessment.
What Qualifications You'll Need
- Minimum high school diploma or equivalent.
- Bilingual preferred; at a minimum, the ability to understand and to make one's self understood to all Spanish and English speaking individuals.
- 12 months previous exposure to customer service preferred.
- Previous financial and/or member service experience desired.
- PC proficiency required.
- Must be attentive and detail-oriented.
- Ability to operate office equipment, and sit for long periods of time.
- Ability to work independently with minimal supervision.
- Ability to balance and make mathematical computations.
- Ability to multi-task and work in a fast-paced environment.
- Possess good ethics and integrity.
- Possess strong people skills and a knack for problem solving.
- Possess effective organizational and communication skills.
- Must be flexible and available to work Contact Center hours of operation.
- Monday – Friday 8 a.m. to 6 p.m. & Saturday 8:30 a.m to 2 p.m - Hours and schedules are subject to change at any time at the discretion of management based on the needs of the Credit Union.
Why Work For Us...
- Retirement Plan: We offer a Pension and 401K plan to help secure our employees' future.
- Insurance Coverage: We offer a range of insurance options, including Medical, Dental, Vision, and Prescription coverage, Voluntary Life Insurance and Short and Long-term Disability Coverage.
- Financial Assistance: We offer Employee and Educational Assistance Programs and Employee Discount Programs to give our employees a little extra boost.
- Employee Amenities: All of our employees are eligible for PTO
- Community Benefits: It's not just a job – it's a community. That's why our employees also get automatic PFCU Membership and access to local volunteer opportunities.
- An Award-Winning Experience: PFCU is a proud winner of a number of awards including Best Place to Work in Philadelphia and Healthy Place to Work.
Philadelphia Federal Credit Union is a full-service financial institution with locations in Philadelphia, Montgomery and Columbia County, PA.
