Stanford Federal Credit Union

Call Center Representative

• Responsible for hiring, supervising, training, motivating, and developing staff on an on-going basis
• Responsible for the consistent monitoring of team members’ quality and service standards through regular QA evaluations
• Proactively monitors and upholds daily, weekly, and monthly service standards for member experience such as Average Speed of Answer, Service level and abandonment rate
• Maintains regular contact with team members regarding individual performance and overall department achievement of service and quality standards to provide coaching as necessary and recognize team and individual accomplishments
• Adheres to Credit Union policies, procedures while identifying and working to eliminate root causes of inefficiencies and formulating recommendations/feedback to management regarding operational policies and procedures
• Actively partners, collaborates, and communicates with other service departments to implement process and service improvements that will benefit the members and the team
• Assist in maintaining forecasting data and creating monthly schedules for the management team and all other units to ensure all communication channels are fully staffed and reduce flow out calls
• Responsible for collecting data for the regular reporting of agent productivity and department service levels
• Assist in the development, implementation and management of all job metrics related to various agent responsibilities including chats, e-mail, in-bound calls, and fulfillment responsibilities

Contact Center Team Manager

• Assist members interacting with the credit union via phone, chat, secure messages and SMS.
• Ensure high levels of member satisfaction through excellent service.
• Perform teller functions for members (i.e., transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and transactions information, reissue and reset pin, process loan or credit card payments, etc.)
• Identify products/services that might be beneficial to members and provide them with information about our products/services and encourage them to upgrade their membership reward with SFCU (cross-telling/selling).
• Follow and achieve personal and department’s goals on a monthly, quarterly, and yearly basis.
• Perform outbound escalation calls to ensure members’ urgent needs are met within a timely manner.
• Resolve issues that may arise and anticipate the member’s needs and make the appropriate recommendations to help members avoid future issues in a polite and friendly manner.
• Cross-sell our various self-serve channels (online banking).
• Assist members in setting up and troubleshooting online services.
• Determine if direct assistance can be provided or connect the caller with the appropriate resource to address their need, minimizing the caller’s time and effort in resolving their concern.
• Answers questions and/or resolves complex problems on member accounts using all channels. This requires the ability to troubleshoot with the member online banking, mobile banking, bill payment services, and other methods of accessing credit union information.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act and the Office of Foreign Assets Control.

Contact Center Team Manager

Contact Center Specialist