Contact Center Agent - Cards

Psecu State College , PA 16804

Posted 3 months ago

PSECU, a high-tech progressive financial institution with more than $8 billion in assets, is seeking a Contact Services Agent to provide superior member service in the skill sets pertaining to Card Services. This would include but not limited to handling lost or stolen cards, disputed card and ATM transactions and VISA credit card and debit card maintenance. Using knowledge of products and services, as well as excellent member service skills, the contact center agent will educate members on the responsible use of those services as a means to broaden self-service relationships; and to achieve greater profitability and competitive advantage.

Benefits: We offer a competitive salary, excellent benefits and a great work environment. Along with excellent medical and retirement programs and a generous leave package, our workplace offers tuition reimbursement.

Employee Type: Full-time, Nonexempt

Schedule: Monday

  • Friday, 8:00am

  • 4:00pm; Every Other Saturday

  • 9am-5pm (Day Off TBD)

This is a hybrid schedule working remotely with a minimum onsite expectation of 20%, or as needed.

Minimum Starting Payrate: $18.00/hr., commensurate with experience

Candidate must be bondable and credit worthy.

DUTIES AND ACCOUNTABILITIES - Essential for this position:

  • Responsible for member service contacts and inquiries pertaining to the Card Services skill sets including phone calls (inbound and outbound), email, relay calls and written correspondence; researching member issues; and resolving member issues through appropriate financial transactions, account maintenance, member education and/or cross selling appropriate services.

  • Responsible to have an understanding of department's online information resources and how to use the tools including but not limited to Transaction Services Assistant (TSA), Staff Information Systems (SIS) and corporate intranet portal.

  • Follow proper security policies and procedures in authenticating members through all communication channels.

  • Utilize appropriate company software and systems for member transactions and interactions.

  • Responsible for continual performance and knowledge improvement including, implementing feedback from managers, ongoing training, quality assurance and conducting self-evaluations.

OTHER:

  • Appointment to this position is subject to the terms of the Collective Bargaining Agreement.

  • Applicant may be required to complete one or more pre-employment assessments and/or testing.

  • This position may be subject to telephone monitoring to assure quality member communications.

  • Reasonable accommodation may be made to enable a qualified individual with a disability or disabilities to perform the essential duties and responsibilities of the job.

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Contact Center Agent - Cards

Psecu