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Contact Center Agent

Harrisburg, PA

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PSECU, a high-tech, progressive financial institution with more than $5 billion in assets, is seeking a Contact Center Agent u2013 Cards 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 competitive salary, excellent benefits and great work environment. Along with excellent medical and retirement programs and a generous leave package, our workplace offers tuition reimbursement. Employee Type: Full-time Starting Salary: $12.35/hr. Schedule: Rotating Schedule Week 1: Monday u2013 Friday; 8am-4pm Week 2: Monday u2013 Friday; 8am-4pm (day off TBA), Saturday; 9am-5pm Candidate must be bondable and credit worthy. Requirements DUTIES AND ACCOUNTABILITIES - Essential for this position: u2022 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. u2022 Responsible to have an understanding of departmentu2019s 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. u2022 Follow proper security policies and procedures in authenticating members through all communication channels. u2022 Utilize appropriate company software and systems for member transactions and interactions. u2022 Responsible for continual performance and knowledge improvement including, implementing feedback from managers, ongoing training, quality assurance and conducting self-evaluations. u2022 Perform various back-office support functions as needed. u2022 Upon assignment, assist in training of assigned skill sets as well as new products and services. u2022 Provide back-up support for skills within the Transaction Service Contact Center as necessary. u2022 Must be knowledgeable in the operations of the Transaction Services Department. DUTIES AND ACCOUNTABILITIES - Essential for all PSECU Bargaining Unit: u2022 Knowledge - Must be familiar with normal interpretation of Credit Unionu2019s operating principles, mission statement, products, policies and procedures. Must be familiar with federal and state regulations, if applicable, as they apply to the unit. u2022 Workflow Management - Ability to effectively manage volume of work assignments. Ability to operate computer systems and other office equipment and perform calculations essential to this position in order to meet unit standards. Ability to type 25 to 35 words per minute, proficiency with required software, and have working knowledge of word processing and spreadsheet programs, as needed within scope of job. u2022 Judgment - Exercise basic judgment and appropriate decision making within scope of MSRI job duties. u2022 Communication - Ability to interpret needs and respond using effective oral and/or written communication skills and proper action to meet member and/or internal customer needs. Ability to communicate honestly with manager regarding individual development needs and improvement of unit functions. Ability to communicate effectively with outside professionals as needed within scope of job. u2022 Relationship Management - Ability to establish and maintain effective working relationships with co-workers, members and other business contacts of **MEMBERS ONLY**SIGN UP NOW***. Demonstrate PSECUu2019s Operating Principles of PRIDE (Partnership, Reliability, Improvement, Dedication, and Ethics). u2022 Attendance - Regular and consistent attendance is required to maintain acceptable performance standards and routine duties of the position within the normal operational guidelines of the unit. u2022 Confidentiality - Confidentiality and document control is essential to this position to ensure member data is secure and protected from compromise. u2022 Creditworthiness - Must meet creditworthiness standards (as defined in the Collective Bargaining Agreement). u2022 Bondable - Must notify Human Resources in writing of conviction involving dishonesty, breach of trust or violation of the Pennsylvania Credit Union Code (17 Pa. S. C. A. 101 et seq.) during the course of employment with **MEMBERS ONLY**SIGN UP NOW***. DUTIES AND ACCOUNTABILITIES - Non-essential: u2022 Perform other duties and responsibilities as assigned. u2022 Maintains an organized work area. PHYSICAL DEMANDS AND SENSORY ABILITIES: u2022 Repetitive movement of hands and fingers, i.e., for typing or writing. u2022 Lifting and carrying containers weighing as much as 20-30 pounds, i.e., to/from building and vehicle, to a storage area u2022 Sitting for long periods of time, i.e., at a desk, in meetings. u2022 Ability to reach above, at and below the waist. u2022 Ability to reach above, at and below shoulder level. u2022 Occasional bending, kneeling, stooping and/or squatting. u2022 Visual acuity. u2022 Auditory acuity. OTHER: u2022 This position may be advertised in the public media. u2022 Appointment to this position is subject to the terms of the Collective Bargaining Agreement. u2022 Applicant may be required to complete one or more pre-employment assessments and/or testing. u2022 This position may be subject to telephone monitoring to assure quality member communications. u2022 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. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Please view Equal Employment Opportunity Posters provided by OFCCP here. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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