Position Title: Contact Center Advisor
Job Type: Full-Time Classification: Non-Exempt
Salary: $17.00 per hour *Monday through Friday, $2 differential pay is applicable when working 5 PM to 6 PM, as well as on Saturday
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.
Equal Employment Opportunity (EEO)
The Philadelphia Federal Credit Union (“PFCU”) provides Equal Employment Opportunity to qualified persons regardless of race, ethnicity, color, sex, religion, national origin, ancestry, age, sexual orientation, gender identity, disability, veteran status, marital status, familial status, genetic information, domestic or sexual violence victim status or any other status protected by law. PFCU complies with Philadelphia’s Fair Chance Hiring Law. PFCU commits to making reasonable accommodations to applicants with physical or mental disabilities.
Job Type: Full-time
Pay: From $17.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Education:
- High school or equivalent (Required)
Work Location: In person
