Job description

**This is a hybrid role located in Palo Alto.Contact Center Specialist Opportunity at Stanford Federal Credit Union!
We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual yearning to make a difference, we need you on our team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University and some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.
Stanford FCU is a $4 billion company with a global reach—86,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!
Who you are:

• Three to five years of similar or related experience, including preparatory experience.
• A high school degree or equivalent.
• A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
• Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.

What you’ll DO:

• Identify products/services that might be beneficial to members and provide them with information over the phone/chat about our products/services and encourage them to upgrade their membership rewards with SFCU (cross-telling/selling).
• Cross-sell our various self-serve channels, like online and telephone banking. Assist in setting up and troubleshooting online services.
• Perform teller functions for members (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and transaction information, reissue and reset pin, process loan or credit card payments, etc.),
• Ensure members’ needs are addressed in a polite and friendly manner.
• Answer incoming calls/chats and determine the needs of the caller and verify the caller’s identity.
• Determine if you can provide direct assistance or connect the caller with the appropriate resource to address their need, minimizing the caller’s time and effort in resolving their concern.
• Monitor and process loan payoff information and provide the appropriate information to dealerships and insurance companies in an accurate and timely manner.
• Provide support and assist other departments and branches
• 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.

Some of our benefits for YOU:

• 100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents
• Quarterly incentives up to 10% of your salary (based on position)
• Employer 401(k) matching up to 5% plus additional annual discretionary contributions
• Education reimbursement up to $5,200/year
• Up to $500 per year in health/fitness benefits
• Employee recognition program with cash incentives
• Commute benefits up to $900 per year
• Paid Sick Time accrues at two weeks per year
• Paid Vacation Time accrues at three weeks per year
• Paid Federal banking holidays (approximately 10 per year)
• Ongoing training and education, seminars, and conferences
• Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
• Waived fees and deposit bonuses on Stanford FCU accounts
• Flex health/transit plan availability
• Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources

If you are ready for this exciting opportunity (or know somebody who is) please contact us today!
Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions. Applicants that require work visa sponsorship or transfer will not be considered for employment. SFCU does not provide any relocation benefits for any positions.
Stanford Federal Credit Union is an Equal Opportunity Employer

Job Type: Full-time

Pay: $25.00 - $34.00 per hour

Work Location: Hybrid remote in Palo Alto, CA 94303

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