What are the responsibilities and job description for the Contact Center Support Specialist position at Teachers Federal Credit Union and Careers?
Join Our Team
For over 70 years, Teachers Federal Credit Union has been committed to guiding members toward building a strong financial foundation today for a better tomorrow. Recognized by Forbes Magazine as one of America’s Best-In-State Credit Unions in 2025, Teachers has grown into one of the nation’s leading credit unions. As we expand our reach across the country, we remain focused on being both a Best Place to Bank and a Best Place to Work. From part-time roles to executive leadership positions, Teachers offers a wide range of meaningful career opportunities.
Summary:
The Contact Center Support Specialist reinforces core learnings for new and existing employees, tailored to the needs of the Contact Center processes and systems. Promotes a culture dedicated to delivering quality service, achieving department goals, and adhering to Teachers policies and procedures. Performs Contact Center duties to support the broader department objectives.
Education and/or Experience:
- Bachelor’s degree preferred
- Minimum three years of Contact Center experience required
- Minimum two years’ training experience in a Contact Center environment preferred
- Excellent interpersonal communication skills, including presentation, facilitation, organizational, motivational, and multi-tasking required
- Effective coaching skills
- Strong knowledge of Microsoft Suite, financial banking policies and procedures, operating systems, and familiarity with training methods/techniques required
- Polite, professional, and outgoing demeanor
- Demonstrated ability to learn new systems and functions quickly
Job Responsibilities:
Support/Training Duties:
- Support New Hire core reinforcement and continuing education training with emphasis on Customer Service skills (soft skills) to Contact Center staff
- Facilitates transition of trainees from training to the work environment by ensuring competency levels meet business needs through job shadowing and mentoring
- Provide additional on-the-job training on call etiquette, systems, sales, and member engagement to Contact Center teammates
- Provide Contact Center leaders with feedback on trainee skill sets and identify potential additional training needs
- Maintain a member-centric focus while reinforcing curriculum and operational practices to ensure optimum performance
- Partner with HR Training Team to assist in developing and maintaining Contact Center training support materials
Contact Center Duties:
- Develop and execute creative and effective activities to support departmental goals
- Coordinate with the Expanded Support Partner by reviewing and resolving member-service tickets and delivering additional internal Contact Center support during peak-volume periods.
- Prepare and deliver reporting to support Contact Center initiatives
- Performs other duties as assigned by the immediate supervisor
Benefits of Joining the Teachers Team:
We provide a competitive compensation and benefits package that includes, but is not limited to:
- This position is eligible for our annual discretionary bonus program. Some positions within the credit union also qualify for quarterly performance incentives
- Paid time off for vacation, personal days, and holidays
- 401(k) company contribution
- Teachers pays 100% of Dental & Vision premium
- Tuition reimbursement is offered to full-time employees
- Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers
The good faith range for this position is $28.50 - 34.00/hr. This range is an estimate, based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law.
All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility. To learn more about Teachers and to view a full list of our job opportunities please visit https://www.teachersfcu.org/about/careers
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Salary : $29 - $34