Contact Center Representative

Peer Advisor Member Contact Center Department; Home Office Branch

Banking Full-Time Member Contact Center

Scott Credit Union is hiring a Peer Advisor in Edwardsville, IL to help provide exceptional service and strengthen our connection with members. If you're passionate about helping others, skilled at problem-solving, and thrive in a fast paced, team-oriented environment we'd be excited to welcome you to our award-winning team.

Schedule: Full-time | MondaySaturday

Work Location Status: Fully on-site for the first 90 days at the Edwardsville, IL Headquarters. After successful completion of probationary period, the position may be eligible for hybrid or remote work.

*Employees in hybrid or remote roles may be required to return on-site periodically for meetings, events, or other work-related needs as determined by their manager.

About the Role

Reports to Contact Center Manager and assists in the operation of the Member Contact Center Department. Specific operational, business development and member service activities as delegated by the Manager, including training of the Member Contact Center Staff, as may be determined from time to time. The Peer Advisor will coordinate the training of all new FSRs with the Training Department and the on the job training with the Supervisory Team. The Peer Advisor will have one-on-one time with every new FSR in the department, working in the core system as well as each of the actively used ancillary systems

Why Join Scott Credit Union?

Scott Credit Union has been designated a Top Workplace by the St. Louis Post-Dispatch and USA Today for our people-first culture and strong employee engagement. We invest in our diverse team with competitive benefits, meaningful work, and clear paths for growth.

Benefits Include:

• 11 paid holidays and competitive PTO
• 401(k) with employer match
• Medical, dental, vision, and life insurance
• Short-Term Disability, including maternity leave
• Tuition reimbursement program
• "Dress for your day" policy
• Career advancement opportunities
• Supportive, team-oriented culture

What You'll Do

• Coordinate the formal classroom training of all new FSRs with the Training Department.
• Coordinate the on-the-job training of all new FSRs with the supervisory team.
• Trains all new FSRs on answering member calls, processes and ancillary systems.
• Trains all new FSRs to cross sell credit union products on a regular basis and has a strong understanding of products and services.
• At times with no new FSRs, the Peer Advisor will monitor the department chats, respond to FSR inquiries and review the Peer Advisor inbox.
• The Peer Advisor works closely with the Team Lead(s) to determine if/when to join the call queue, provide backup for the Contact Center chat or assist members via the online chat system to ensure service level standards for the department continue to be achieved.
• Educates members and potential members on the products and services Scott Credit Union offers that may be of benefit. Makes referrals to the Loan Center, Mortgage Department or Retirement and Investment Services as needed.
• Maintains harmony among new employees (within 90-day introductory period) and resolves grievances.
• Performs such other duties as may be assigned by Team Leads or Manager.

What You Bring

• High school diploma or equivalent
• One year of call center experience and training experience
• OR four years' of diversified experience working in a retail sales or financial services environment and training experience
• Personal computer experience to include Microsoft Windows applications

Is This You?

• You're energized by creating meaningful connections and delivering strategic solutions
• You stay focused under pressure and prioritize precision in your work
• You take initiative, own your projects, and consistently aim for high-quality results
• You're looking to build a long-term career where your skills can grow and evolve

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