Experienced Remote Contact Center Representative – Financial Services and Customer Experience Expert

Introduction to Pelican State Credit Union

Pelican State Credit Union, a leading financial institution in Louisiana, is seeking a highly skilled and motivated Remote Contact Center Representative to join our dynamic team. With a rich history dating back to 1956, we have established ourselves as the largest state-chartered credit union in Louisiana, serving over 68,000 members nationwide. Our mission is to provide exceptional financial services, and we are committed to creating a positive and inclusive work environment that values diversity, innovation, and community involvement.

Job Overview

As a Remote Contact Center Representative, you will play a vital role in delivering outstanding customer service, resolving financial issues, and promoting our products and services to our members. Your primary objective will be to provide a "WOW" member service experience over the phone, ensuring that our members receive personalized attention and support to achieve their financial goals. If you are a results-driven individual with excellent communication skills, a passion for sales, and a commitment to excellence, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Answer member phone calls and provide first-call resolution on various financial issues, ensuring prompt and efficient service.
• Actively promote and cross-sell all Credit Union products and services by identifying member needs and achieving established goals.
• Utilize strong listening, communication, and problem-solving skills to diplomatically handle and resolve member issues, providing a positive and supportive experience.
• Accurately process member transactions over the phone, ensuring accuracy and attention to detail.
• Process all necessary paperwork and ensure compliance with all required regulations, procedures, and policies, maintaining a high level of integrity and professionalism.

Essential Qualifications

• A High School Diploma or equivalent, demonstrating a foundation in education and a commitment to learning.
• 1 year of customer service experience, preferably in a financial institution or related field, showcasing your ability to work with diverse customers and provide exceptional service.
• Excellent oral, written, and telephone communication skills, enabling you to effectively interact with members and colleagues.
• Strong problem-solving and member service skills, demonstrating your capacity to resolve issues and provide personalized support.
• Working knowledge of Microsoft Office products, especially Word, Excel, and PPT, facilitating efficient and organized work processes.

Preferred Qualifications

• Previous experience in a contact center or remote work environment, highlighting your ability to work independently and manage your time effectively.
• Knowledge of financial products and services, including banking, lending, and investment options, demonstrating your understanding of the financial industry and your ability to provide informed support.
• Experience with sales and cross-selling, showcasing your ability to promote products and services and achieve sales goals.

Skills and Competencies

• Strong communication and interpersonal skills, enabling you to build rapport with members and colleagues.
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities.
• Excellent problem-solving and analytical skills, demonstrating your capacity to resolve complex issues and provide effective solutions.
• Strong attention to detail and organizational skills, ensuring accuracy and efficiency in your work.
• Ability to work independently and as part of a team, demonstrating your flexibility and adaptability in a dynamic work environment.

Career Growth Opportunities and Learning Benefits

At Pelican State Credit Union, we are committed to the growth and development of our employees. As a Remote Contact Center Representative, you will have access to comprehensive training programs, ongoing coaching and feedback, and opportunities for career advancement. Our goal is to provide you with the skills and knowledge necessary to succeed in your role and advance in your career, while also contributing to the success and growth of our organization.

Work Environment and Company Culture

Our company culture is built on a foundation of faith, respect, and inclusivity. We strive to create a safe and supportive work environment that values diversity, promotes teamwork, and encourages open communication. As a Remote Contact Center Representative, you will be part of a dynamic team that is passionate about delivering exceptional customer service and making a positive impact in our communities.

Compensation, Perks, and Benefits

We offer a competitive salary and a comprehensive benefits package, including medical, dental, and vision insurance, health savings account contributions, employer-paid life insurance, and a 401K plan with a discretionary profit share contribution. Our employees also enjoy paid vacation and sick leave, 15 paid holidays, and a tuition reimbursement program. We believe in recognizing and rewarding our employees' hard work and contributions, and we are committed to providing a positive and supportive work environment that fosters growth, development, and success.

Telecommuting Requirements

This position requires telecommuting, and you must meet the requirements for our Telecommuting Program. This includes having a dedicated workspace, a secure and strong internet connection, and an environment free from loud noises or outside distractions. The first 60 days of employment will be on-site for training at our Corporate Campus located at 2675 O'Neal Lane in Baton Rouge.

Why Join the Pelican Team?

At Pelican State Credit Union, we are dedicated to making a positive impact in our communities and providing exceptional financial services to our members. We believe in creating a work environment that is inclusive, supportive, and rewarding, and we are committed to the growth and development of our employees. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service and making a difference, we encourage you to apply for this exciting opportunity to join our team.

Conclusion

Don't miss out on this exciting opportunity to join our dynamic team as a Remote Contact Center Representative. Apply now and take the first step towards a rewarding and challenging career with Pelican State Credit Union. We look forward to hearing from you and exploring how you can contribute to our mission of providing exceptional financial services and making a positive impact in our communities.