Contact Center Representative

**Varying Shifts: Monday-Friday between the hours of 8:00am-6:15pm, Saturdays are required 8:45am-4:15pm Day off TBD** **39** **hours/ week** **100% Onsite at TCU Headquarters in Vacaville, Ca. No Remote or Hybrid available.** **** Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo. For hybrid and remote roles, candidates are still required to reside within a commutable distance of our corporate headquarters in Vacaville, California. *We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship 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. - Bilingual in Spanish/English preferred, but not required. **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. **Compensation: *Starting* *salary is commensurate with experience. In…