[Remote] Contact Center Specialist

Note: The job is a remote job and is open to candidates in USA. Peak Credit Union is focused on maintaining strong connections with its members and local communities. They are seeking a Contact Center Specialist to establish professional relationships and meet the financial needs of members through exemplary service and support. Responsibilities Greets and welcomes members and potential members in a courteous, professional, and timely manner, providing exemplary service through the phone channel Gathers, processes, and records a variety of member transactions, including but not limited to withdrawals, loan payments, wire transfers, and money transfers, while maintaining up-to date knowledge of credit union products and services Answers member inquiries about statements, share withdrawals and loan payoffs Provides technical support for online banking, including service setup, troubleshooting, and self-help guidance Ensures member identification and security by following the Member Identification Program (MIP) and other established security procedures, including fraud detection and processing high-risk transactions Identifies and promotes sales opportunities by understanding and addressing member needs, introducing loan programs, and offering applicable products and services Works towards meeting production and referral goals, and participates in core Sales and Marketing initiatives by educating members on product features and benefits All other duties as assigned Skills Minimum six (6) months experience in a sales or customer service environment In-depth knowledge of credit union products, services, policies, procedures, and systems like Symitar, and awareness of competitor offerings Proficient in managing difficult customer interactions and resolving member issues effectively and courteously Excellent communication skills, including active listening, questioning, and maintaining positive relationships with members, co-workers, and management Proactive in seeking opportunities to assist members and co-workers, and in learning new information to enhance problem-solving and decision-making capabilities Ability to cross-sell products and services, effectively address member account issues, and maintain positive and professional member relationships Capable of setting and achieving program goals that align with the credit union's strategic plan, and managing work under pressure while meeting deadlines Experience in a Contact Center or financial institution preferred Benefits Medical, dental, vision and life insurance coverage Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage. Health Care FSA (HCFSA) Health Savings Account (HSA) with employer contributions Dependent Care FSA (DCFSA) Life and AD&D insurance 401k plan 8 hours of vacation and 8 hours of sick leave, on a monthly basis 11 paid holidays throughout the calendar year 1 floating holiday 16 hours of self-care time 16 hours of volunteer time Company Overview Peak Credit Union proudly serves over 250,000 members with 35 branches across Oregon and Washington and powerful digital banking tools to meet our members wherever they are. It was founded in undefined, and is headquartered in , with a workforce of 201-500 employees. Its website is