What are the responsibilities and job description for the Contact Center Agent position at PROVIDENT CREDIT UNION?
Contact Center Agent (Redwood City, CA)
*** This position requires you to work 100% onsite at corporate HQ located in Redwood City, CA for the first 90 days during training period ***
Summary:
Customer Agents are required to develop a solid understanding of all credit union products, services, and access channels, as well as their associated processes and procedures. All Agents are expected to meet department standards for customer contact, sales, and service. Agents will actively participate in regular monitoring sessions to build skills and consistency with customers and other credit union staff. Agents may also be required to participate in outbound calling initiatives. Agents will be eligible to work in a range of locations, including corporate headquarters, work hubs, and other places.
Why Provident?
Provident Credit Union was established in 1950 and we rank among the top 10% of credit unions in the US. We believe having a culture that is accepting, supportive, diverse and inclusive makes us all better. Provident has been a Bay Area “Top Workplace” since 2017, and our employees rank us on Glassdoor as one of the best credit unions in the nation.
Our values are:
- Listen
- Get Better
- Do What’s Right
Essential Functions:
- Complete 60 or more daily inbound and outbound contacts and communication with members via phone, email, service request, and chat.
- Complete research projects on transactions and accounts
Work Experience/Knowledge/Skills/Abilities:
- High School Diploma, 2-4 year College degree completed or in progress preferred
- Prior work experience in financial services or retail banking is highly preferred
- Work experience in call center environment is highly preferred
- Prior work in office environment
- Ability to handle high volume of call interactions
- Strong customer service skills
- Ability to cross-sell products and services employing needs-based sales techniques.
- Experience working with customer using Window and Office and other PC applications.
- Good English verbal communication skills.
- Good English written communication skills required.
- Bilingual speaking skills preferred but not required.
Work Schedule:
* First 90 days while in training - 100% onsite at corporate HQ in Redwood City, CA; Monday - Friday, 8am - 5pm.
* After 90 days - Monday - Friday, 10:30am - 7:00pm; 2 Saturdays per month 9am - 5:30pm.
Benefits you will enjoy:
- Quality medical, dental and vision care coverage
- 401(k) retirement plan with up to 150% matching employer contributions
- Strong commitment to investing in your career and educational advancement by offering up to 100% Tuition reimbursement for approved courses.
- Annual discretionary bonus
- Generous paid time off and paid holidays
- Flexible spending accounts
- Short and long-term disability coverage
- Life and AD&D insurance
- Employee Referral bonus
- Provident membership
- Rate discount on home and auto loans
- Opportunity to use company owned condo in Maui and Lake Tahoe
Pay Grade is P1. This position is eligible for an annual discretionary bonus.
Targeted Hourly Pay: $27.50 per hour
Provident is an Equal Opportunity Employer
We are a winner of the Bay Area News Group Top Workplace in 2017 - 2025. Check us out on Glassdoor
Salary : $28