Contact Center Specialist

Job Description:

We are excited to invite passionate individuals to join our team, where you will embark on a rewarding career journey filled with growth, support, and the opportunity to make a meaningful impact on our members and the community we serve. Our core values—authenticity, boldness, collaboration, dignity, and empathy—guide everything we do and foster an inclusive culture that prioritizes teamwork and innovation.

Applicants are encouraged to apply by April 28th, 2025. Job postings are subject to close early or extend longer than the anticipated closing date. We recommend applying as soon as possible.

Location & Hours:

Location: Remote

Schedule:

• Monday to Friday: 8:00 AM - 6:00 PM PST
• Saturday: 9:30 AM -2:00 PM PST

Pay Range:

• The Target Hourly Pay Range for this position is $19.73 - $24.66. The Full Hourly Pay Range is $19.73 - $29.59.
• We provide an additional $2.00 per hour bilingual differential for those employees who can support our members' financial needs effectively in a second language; subject to verification of strong grasp of financial terms utilizing language skillset.

Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer of employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

Job Overview

This position establishes professional and quality service-based member relationships focused on meeting the financial needs of each member.

What you’ll do:

• Greets and welcomes existing & potential members calling the credit union in a courteous, professional and timely manner.
• Answers members' requests for information about statements, share withdrawals and loan payoffs; computes interest rates for loan payoffs.
• Introduces and sells all loan programs and services to members based on meeting their financial needs.
• Maintains an up-to-date and comprehensive knowledge of all credit union products and services. Attends internal training classes and actively participates in Bright Solutions University learning opportunities.
• Performs a variety of transactions on member and business accounts. Accurately and efficiently processes and records routine transactions for members including withdrawals, processing loan payments and money transfers.
• Performs MIP (Member Identification Program) process as outlined in the credit union’s Bank Secrecy Act procedure. Ensures the security and confidentiality of private member information.  Refers to procedure 9009 for current guidelines.
• Provides member service in certificates, stop payments, VISA/plastic card, CD's, Money Market, and other services, as applicable.
• Assists members with account services issues (i.e., resolve account problems and other services).
• Follows established security procedures (i.e., dual control, robbery, safety, cash control, etc.)
• Effectively participates in core Sales and Marketing initiatives through educating our members on program features and benefits.
• Works diligently to meet or exceed production and referral goals established by management. 
• Maintains well-developed working knowledge of the assigned duties and job functions; keeping up to date and requesting additional training and/or development as needed.
• Reports regularly to work and returns from breaks and meal periods on time according to the posted schedule.

Qualifications:

• 1-6 months related experience.

Bonus Points if you have:

• 7-11 months related experience.

What you’ll bring:

• Knowledge of Bank Secrecy Act, Patriot Act, Federal Right to Privacy Act, Fair Credit Reporting Act, Truth In Lending regulations; in addition to other state, and federal security laws and applicable regulations for banks and financial institutions.
• Knowledge of current products offered by competitors.
• Knowledge of the complete line of products and services offered.
• Knowledge of credit union policies, procedures and established processes and the Symitar system are preferred.
• Knowledge of federal, state and local laws, statutes, regulations codes and standards related to the area of responsibility.
• Skill in dealing effectively and politely with angry members and solving member’s problems.
• Skill in the use of Credit Union services such as Billpayer, ATM, VISA, audio response, home banking.
• Skill in time management and workload organization.
• Skill in utilizing phone system.
• Actively learning by understanding the implications of new and existing information for current and future problem solving and decision-making.
• Establishing and maintaining effective working relationships with area Vice Presidents, Directors, Branch Managers, and employees.
• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Performing effectively in environments with frequent workload changes and competing demands.
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions and approaches to problems with successful outcomes.
• Actively looking for ways to help members and co-workers.
• Ability to apply basic investigative techniques: interviewing, validating factual information, and preparing clear and concise reports.
• Ability to apply skills learned by attending Schneider Sales Training
• Ability to cross-sell to members who are inquiring about their accounts or about the credit union's services.
• Ability to deal effectively and professionally with members who are experiencing difficulty with their accounts, e.g., NSF checking, account reconciliation.
• Ability to display a positive and professional attitude and to demonstrate effective interpersonal skills.
• Ability to effectively communicate written and oral communication skills. Displays professionalism in presentations to members and potential members.
• Ability to establish professional and quality service-based member relationships focused on meeting the financial needs of each member.
• Ability to promote and maintain positive attitude, team spirit and focus on member.
• Ability to quote dividend projections.
• Ability to work effectively and productively to meet deadlines in a fast-paced and sometimes stressful environment.
• Effectively researching job related situations and finding solutions.
• Establishing and maintaining a good rapport with management, employees, vendors and members.
• Establishing program goals and objectives that support the credit union’s strategic plan.
• Maintaining a high level of confidentiality in all areas of responsibility.
• Performing duties accurately and with attention to detail.
• Performing job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Using good judgment and make decisions within scope of job.
• Working under pressure or stress, handling multiple tasks and meeting deadlines with frequent changes to priority status.

Total Rewards:

This position is eligible for Full-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Includes an option for Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage. We also offer Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA). Employees also have access to Life and AD&D insurance. Employees are able to enroll in our 401k plan. Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis. Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.

All benefits except 401k start the first of the month following date of hire.. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment.

TwinStar Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters

If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email Careers@NWCU.com. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail Careers@NWCU.com. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

Equal Opportunity Employer Veterans/Disabled

Equal Opportunity is the Law Posting

Pay Transparency Nondiscrimination Posting

When you apply to a job on this site, the personal data contained in your application will be collected by TwinStar Credit Union. Your personal data will be processed for the purposes of managing the Credit Union’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under state and federal law. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by the Credit Union to help manage its recruitment and hiring process. Your personal data will be retained by the Credit Union as long as the Credit Union determines it is necessary to evaluate your application for employment and as required under applicable state and federal law. Greenhouse is under contractual obligation to keep such information confidential, and the Credit Union’s privacy practices comply with all applicable state and federal laws.