1. Member Service Production
Perform member service functions for STCU and Shared Branch members accurately, timely, and in alignment with job standards and procedures.
Seek out opportunities to assist members with referrals to STCU or partner (VALIC and Andre Romberg) products and services.
2. Passion for People and Service
Foster and maintain constructive relationships with members.
Provide members with outstanding service in all interactions, and look for opportunities to improve their financial well being.
Constructively resolve member service issues and problems with professionalism, compassion and respect.
3. Compliance, Security and Disaster Recovery
Maintain knowledge in and adhere to compliance standards for the department.
Adhere to security procedures and fraud controls to protect members, staff, and assets.
Recommend changes or improvements as needed.
Recommend changes to the disaster recovery plan for the department.
4. Policies/Procedures/Processes
Adhere to policies, procedures and established processes for the department.
Recommend policy / procedural changes and process improvements to assist in the achievement of the strategic goals of the organization.
5. Miscellaneous
Perform additional duties as required by the Phone Center Manager, Assistant Phone Center Manager or other designee for efficient operation of the branch and/or credit union. This includes the possibility of being assigned temporarily to other locations.
1. Individual and Team Development
Dedicate time for self development
Provide effective teamwork resulting in a positive work environment and a high performing, cohesive team
Core Standards:
Contribute to the evolvement of STCU's culture and strategic vision; the achievement of organizational goals; and support and emulate the Core Values
Foster and maintain constructive relationships
1. High school graduate or equivalent.
2. Minimum two years customer service experience in a call center environment, preferably in the financial services industry.
3. A passion for people and a commitment to service.
4. Proficiency in keyboarding/PC and basic knowledge of 10-key calculator. Windows XP experience with basic knowledge of MS Word and Excel strongly preferred.
5. Available to work flexible hours and overtime as needed.
6. Meets physical requirements of the job:
Sitting for long periods of time
Ability to speak, hear and see
Ability to operate a computer keyboard and mouse
Some lifting required (typically no more than ten pounds)
We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.
