Contact Center Representative - RETURNSHIP ELIGIBLE

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.