Job Description

JOB DESCRIPTION:  VARYING SHIFTS. MONDAY-FRIDAY BETWEEN THE HOURS OF 9:15AM-7:15PM (40 HOURS/WEEK).   SATURDAYS ARE REQUIRED 8:45AM-5:15PM (W/ONE DAY OFF DURING THE WEEK) 100% ONSITE AT TCU HEADQUARTERS IN VACAVILLE, CA. NO REMOTE OR HYBRID AVAILABLE.  SUMMARY:  The Travis Credit Union (TCU) Contact Center is responsible for professionally managing member service inquiries via inbound calls, emails and live-chats in a high volume customer service environment. TCU Contact Center representatives’ actively understand the value of a great customer experience while expanding existing member relationships by identifying opportunities for additional credit union products and services.   PROFILE:

• Provides world-class customer support through all member support channels with a focus on first-contact-resolution and problem solving for account inquiries.
• Identify opportunities to deepen the member relationship by promoting and educating members around new products and services based on the member contact reason.
• Based on experience, manages product/service inquiries of a more complex nature, i.e. Certificates, Individual Retirement Accounts, etc.
• Follows up on member inquiries that are not immediately
• Follows proper Contact Center policies and procedures when handling different topics. Suggests improvements and changes to processes and policies to improve productivity and members’ experience.
• Uses proven decision-making skills when handling exceptions to policies or procedures within assigned authority.
• Properly identifies, researches and resolves issues using multiple software applications.
• Participates in ongoing training programs and maintains up-to-date information and working knowledge of all Credit Union products, services and promotions.
• Coach, mentor, or train less senior representatives, as needed

REQUIRED SKILLS:

• Passionate about helping people, and able to learn quickly and acquire the knowledge to assist members accurately.

• Must be detail-oriented with above average active listening skills.

• Proficient in MS Office products (Word, Excel, Outlook).

• Strong interpersonal and professional written and verbal communication skills to handle inquiries and issues with tact and diplomacy.

• Ability to interact with diverse groups of people and be a team player.

• Ability to work in a fast-paced, team-oriented environment. Efficiently organize work priorities and accurately complete multiple tasks within strict timeframes with minimal supervision.

• Ability to navigate multiple interdependent systems and tools.

• Highly skilled at researching and effectively resolving issues in a timely manner.

REQUIRED EXPERIENCE:

• Reports directly to assigned Supervisor/Manager, Contact Center.
• This position has no supervisory responsibilities.
• HS Diploma or equivalent.
• Levels:
  • Associate Contact Center Representative: Minimum 1 year credit union/banking customer service experience and/or inbound call center experience.
  • Contact Center Representative: Minimum 2 years credit union/banking customer service experience and/or inbound call center experience.
  • Sr. Contact Center Representative: Minimum 3 years credit union/banking customer service experience and/or inbound call center experience.

_STARTING SALARY IS COMMENSURATE WITH EXPERIENCE. IN ADDITION TO OUR COMPETITIVE BENEFITS, THIS OPPORTUNITY WITH TRAVIS CREDIT UNION HAS A RANGE OF:  _

• ASSOCIATE CONTACT CENTER REPRESENTATIVE – Grade 7: $18.29/hour - $22.60/hour
• CONTACT CENTER REPRESENTATIVE - Grade 8: $19.75/hour - $24.39/hour
• SR. CONTACT CENTER REPRESENTATIVE - Grade 9: $21.50/hour - $26.55/hour

#traviscu

Company Description

Why TCU? We’re recognized by Forbes as a Top Credit Union in California for overall member satisfaction, trust, financial advice, branch services and digital services. We have everything you need to reach your financial goals and to help others in our community experience financial wellness. Why else? We are an EMPLOYER OF CHOICE! We have AWESOME employees! We believe in promoting from within whenever possible and developing our staff. We are passionate about helping people and believe in our mission, "We are dedicated to building lifelong relationships with our members to help them achieve their financial goals." It's quite simple. Travis Credit Union is a great place to work! Headquartered in Vacaville, California, Travis Credit Union is a not-for-profit, cooperative financial institution serving those who live or work in Solano, Yolo, Sacramento, Placer, San Joaquin, Stanislaus, Napa, Contra Costa, Alameda, Sonoma, Colusa, and Merced Counties. Currently, Travis Credit Union is the 12th largest credit union in California, with over 225,000 members and over $4.2 billion in assets. TCU members can access their accounts at 24 convenient branch locations, at 35,000 free CO-OP Network® ATMs, through secure, easy-to-use Online Banking, our mobile app for Apple® iPhone® or by telephone using our Call-24 Phone Banking. As one of the leading financial institutions in Solano, Contra Costa, Yolo, Napa, and Merced Counties, Travis Credit Union's strength lies in its faithful commitment to its members; its solid, secure history; and its long-standing track record of dedicated service. BENEFITS We offer medical, dental, vision, life insurance, FSA, vacation/sick/holiday pay, matching 401(k) with 100% vested immediately, educational assistance and annual bonus for all regular full-time employees. Plus a few fun perks like our gym, ping pong table, and a rest and relaxation room that are available at Corporate Headquarters. To view a more detailed job description, learn more about TCU and apply, visit: https://jobs.jobvite.com/travis-credit-union TCU is a drug-free workplace. Pre-employment screening is required. Visit www.traviscu.org for a full list of our current openings EOE/Individual with Disability/Veteran Status