Call Center Agent

Remote Overview

Salary Range $27.50 - $27.50 Hourly Position

MEMBER SERVICES AGENT / CALL CENTER AGENT

(Redwood City, CA)

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.

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.

• Listen
• Get Better
• Do What's Right

• Complete 60 or more daily inbound and outbound contacts and communication with members via phone, email, service request, and chat.
• Complete monetary and non-monetary transactions to member accounts accurately and in a timely manner while noting all activity.
• Complete research on transactions and accounts, making corrections and data changes when applicable.
• Promote and cross sell credit union products and services to achieve credit union-wide strategic goals and objectives.
• Review Star Station and Quick Assist for activity related to debit and credit cards.
• Accurately answer basic inquiries related to decedent accounts, Power of Attorney, Trust Agreements, IRAs, CDs, money market & escrow accounts and disbursements.
• Performs other duties as assigned.
• Excellent listening and speaking skills.
• Excellent written communication skills.
• Understand and adhere to BSA and OFAC policy and procedures, including required annual training.

• High School Diploma, 2
• Prior work in office environment required
• Experience working with customer using Window and Office and other PC applications required
• Prior work experience in financial services preferred
• Prior work experience in call center highly preferred

• Process check orders and other related financial service transactions. Accurately enter data and update accounts.
• Follow policies and procedures for department, assigned tasks, and specific product and services.
• Ability to cross-sell products and services employing needs-based sales techniques.
• Good English verbal communication skills.
• Good English written communication skills required.
• Bilingual speaking skills preferred but not required.

• 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
• Employee Referral Bonus
• Short and long-term disability coverage
• Life and AD&D insurance
• Provident membership
• Rate discount on home and auto loans
• Opportunity to use company owned condo in Maui and Lake Tahoe