Contact Center Operations Representative (Part-time)

At STCU, a Contact Center Operations Representative serves our members by providing effective communication and advocacy over the phone. They troubleshoot issues and create solutions, ensuring that members’ needs are met while upholding our standards for service and satisfaction. This role is vital for deepening member relationships and enhancing their overall experience with the credit union.

To apply for the part-time Contact Center Operations Representative position at STCU, you need a high school diploma or equivalent and a minimum of two years of customer service experience, preferably in a contact center. Proficiency in MS Office is also important, and bilingual ability, especially in Spanish, is preferred for this role.

STCU provides generous benefits for Contact Center Operations Representatives, including paid time off, 11 paid holidays, comprehensive medical, dental, and vision plans, as well as life insurance. Additionally, the credit union offers flexible work schedules, tuition reimbursement, and a strong 401(k) matching program, making it an attractive workplace for those seeking work-life balance.

Yes, STCU recognizes the importance of flexibility, and there are remote work opportunities available for Contact Center Operations Representatives. The role is designed to support a balanced work environment while ensuring that you can perform your duties effectively from the comfort of your own home.

At STCU, employee development is a priority. As a Contact Center Operations Representative, you will receive ongoing training and career development opportunities. The credit union fosters a culture of continuous learning, equipping employees with the skills and knowledge required to succeed and grow within the organization.

For a successful career as a Contact Center Operations Representative at STCU, strong written and verbal communication skills are essential. You should also have an aptitude for quality decision-making, emotional intelligence to adapt to various situations, and the ability to maintain member security while providing excellent service.

The salary range for a part-time Contact Center Operations Representative at STCU is between $20.00 and $27.48 per hour. This competitive pay reflects the credit union’s commitment to rewarding employees who provide exceptional service and maintain high performance standards.

In handling a difficult member interaction, I would first employ active listening to fully understand the member's concerns. This would allow me to demonstrate empathy and assure them that their issue is my priority. I would then clearly communicate potential solutions and involve the member in the conversation to ensure we find a resolution that meets their needs.

In my previous role, I encountered a situation where I had to quickly determine whether to refund a customer. After assessing the situation based on company policy and the member's context, I made the decision to provide a one-time courtesy refund. This not only resolved the immediate issue but also reinforced the member’s trust in our service.

I believe in setting clear performance standards and consistently monitoring metrics related to service levels. To maintain quality service, I would engage in regular self-reflection on my calls, seek feedback from supervisors, and attend training sessions to enhance my skills actively.

During busy periods, I prioritize tasks by assessing urgency and impact on member satisfaction. If immediate member needs require attention, I handle those first while also keeping track of pending tasks. I believe in staying organized, using tools to manage my workflow effectively and ensuring that I meet set deadlines.

Member advocacy means acting in the best interest of the members by understanding their needs and providing tailored solutions. In my view, it means being their voice within the organization and ensuring that their feedback is considered in organizational practices and policies.

If I encounter a situation where I lack complete information, I would communicate transparently with the member, letting them know I need a bit more time to research their issue. I would reassure them that their concerns are important and that I will follow up with them promptly. This keeps communication open and builds trust.

Providing exceptional customer service is crucial because it fosters customer loyalty and trust. It can significantly impact a member's perception of the credit union. Exceptional service means that members feel valued and heard, and it can lead to positive word-of-mouth and long-term success for the organization.

I would demonstrate empathy by actively listening to the member’s concerns without interruption and acknowledging their feelings. Phrases like 'I understand how that must be frustrating for you' convey that I value their experience. From there, I would work collaboratively toward a resolution while keeping them informed.

Adhering to compliance regulations is imperative in a Contact Center Operations Representative role as it protects both the member’s information and the integrity of the credit union. By ensuring compliance, I help maintain the trust and safety that our members expect while minimizing risks to the organization.

I keep up with continuous improvement by setting personal development goals, seeking feedback, participating in training opportunities, and staying current on trends in customer service best practices. Regular reflection on my performance helps me identify areas for growth and align my actions with organizational goals.