Job Description

The Contact Center Operations Representative serves the membership through effective communication, troubleshooting, proactive learning, deepening member relationships, and member advocacy over the phone.

Core Job Requirements/Outcomes

• Maintain high service level standards by meeting or exceeding all service level metrics including but not limited to availability metrics, NPS scores, quality assurance score and adherence to schedule. In addition, utilize the TMA model of AIDINC while demonstrating empathy, curiosity and expertise in all product and services to determine spoken and unspoken needs.
• Showcase a strong aptitude in quality decision making skills by demonstrating the ability to make sound decisions even in the absence of complete information, and handling risk and uncertainty while relying on a mixture of analysis, wisdom, experience and judgement. Serve the heart of the member by creating alternate solutions that mitigate risk while still meeting the needs of the member.
• Ensure an exceptional member and employee experience by proactively bringing forward member friction points, continuous improvement ideas and employee experience suggestions while maintaining member security and complying with applicable regulations.

Other Essential Functions

• Communicate effectively with members/employees through a variety of channels by actively listening and being able to articulate messages in a way that is broadly understandable while adjusting content to meet the tone of the audience.
• Embody situational adaptability within a high paced, ever-changing environment through the ability to pick up on situational cues and seamlessly adapting personal, interpersonal, and leadership behavior.
• Contribute to the development of STCU's culture and strategic vision; the achievement of organizational goals; and support and emulate the Core Values.
• Consistently focus on personal development by ensuring current on all assigned training, continuous improvement methodologies and actively working through a personal development plan that identifies skill gaps.

Qualifications

Education: High School Diploma or equivalent required.

Job Experience: Minimum of two years customer service experience, preferably in a contact center environment.

Software Skills: Proficient knowledge of MS Office programs including Outlook, Word and Excel.

Other Skills: Strong written and verbal communication skills. Bilingual abilities, including ability to read, write and speak Spanish fluently is preferred.

Physical Demands: Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull/push and carry up to 10 pounds with accommodations.

Work Conditions: Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.

Additional Information

Please review our website for more information and to apply at stcu.org/careers.