Contact Center Specialist

Job Description

Job Description

Contact Center Specialist I

Omni-Channel Contact Center | Primarily Closing Shifts | Alternating Saturdays

Location: San Diego, CA
Department: Contact Center
Reports To: Contact Center Manager
Status: Non-Exempt

Join the MyPoint Team!

At MyPoint Credit Union, we believe in delivering exceptional service and creating meaningful financial relationships with our members. We are looking for a motivated, service-driven Contact Center Specialist to join our growing Contact Center team. If you enjoy helping people, solving problems, learning new technology, and identifying opportunities to meet members' financial needs, this could be the perfect role for you.

In this position, you will serve as a trusted resource for members by providing support through phone, digital, and online communication channels. You will assist with account transactions, digital banking services, research requests, and product recommendations while delivering an outstanding member experience every day.

What You'll DoMember Service Excellence

• Deliver friendly, professional, and accurate service to members and potential members.
• Resolve member inquiries efficiently while creating positive experiences with every interaction.
• Build strong relationships through exceptional service and financial guidance.

Omni-Channel Contact Center Support

• Handle a high volume of inbound calls, secure messages, chats, and other communication channels.
• Conduct outbound follow-up calls to support member needs and service initiatives.
• Maintain productivity and quality standards in a fast-paced environment.

Sales & Relationship Building

• Identify member needs through active listening and thoughtful questioning.
• Recommend credit union products and services that provide value and meet member goals.
• Successfully close sales opportunities while maintaining a member-first approach.

Account & Transaction Processing

• Process account transfers, loan payments, and account maintenance requests.
• Research transaction histories and resolve account-related concerns.
• Provide accurate information regarding products, services, rates, and membership requirements.

Teller-Level Operational Support

• Process stop payments and address Courtesy Pay inquiries.
• Assist with ACH disputes and other account servicing requests.
• Support shared branching, debit card services, ATM transactions, and related operational functions.

Digital Banking Assistance

• Educate members on Online Banking, Mobile Banking, eStatements, eDeposits, and telephone banking services.
• Troubleshoot digital banking issues and guide members through available self-service options.
• Promote adoption of digital solutions that enhance the member experience.

Compliance & Risk Management

• Maintain member confidentiality and safeguard sensitive information.
• Adhere to all applicable regulations, policies, and procedures, including:
  • Bank Secrecy Act (BSA)
  • Office of Foreign Assets Control (OFAC)
  • USA Patriot Act / Customer Identification Program (CIP)
  • Regulation CC
• Complete required compliance and operational training.

Additional Responsibilities

• Participate in department meetings and ongoing training opportunities.
• Support special projects and departmental initiatives as assigned.
• Perform other duties as required to support organizational goals.

What We're Looking ForRequired Qualifications

• High School Diploma or GED required.
• Minimum one (1) year of customer service experience, preferably in a financial institution, contact center, retail banking, or related environment.
• Strong verbal and written communication skills.
• Ability to manage a high volume of daily member interactions with professionalism and accuracy.
• Proficiency in Microsoft Office and basic computer applications.
• Strong problem-solving and organizational skills.
• Ability to maintain confidentiality and exercise sound judgment.

Preferred Qualifications

• Previous credit union or banking experience.
• Experience working in a contact center environment.
• Knowledge of consumer lending and deposit products.
• Familiarity with digital banking systems and electronic payment services.
• Bilingual skills are a plus.

What Makes You Successful

• Passion for helping others.
• Positive attitude and strong interpersonal skills.
• Ability to multitask and adapt in a fast-paced environment.
• Strong attention to detail and accuracy.
• Sales-minded with a focus on identifying member needs and providing solutions.
• Team-oriented and committed to delivering exceptional service.

Schedule Requirements

• Primarily scheduled for closing shifts.
• Availability to work alternating Saturdays is required.
• Flexibility to work additional hours as business needs require.

Why Join MyPoint Credit Union?

At MyPoint, we are committed to helping our employees grow professionally while making a positive impact on the lives of our members and communities. We offer a collaborative work environment, competitive compensation, comprehensive benefits, and opportunities for advancement.

Ready to make a difference? Apply today and become part of a team dedicated to helping our members achieve financial success.

MyPoint Credit Union is an Equal Opportunity Employer and values diversity, equity, and inclusion in the workplace.