Experienced Inbound Customer Service Representative - Full-Time Remote Opportunity with Comprehensive Benefits and Professional Growth

Welcome to PSCU: Where People Helping People Thrive

PSCU, the nation's premier payments credit union service organization (CUSO), is seeking talented and compassionate individuals to join our team as Inbound Customer Service Representatives. As a proud recipient of the 2023 Gallup Exceptional Workplace Award and named to the Forbes list of America's Best Midsize Employers 2023, we offer a unique and inclusive work environment that empowers you to think on your feet, work from your heart, and discover the very best version of your professional and personal self.

Our Mission and Culture

At PSCU, we are driven by our mission to help credit unions deliver possibilities to their members. We believe in the "people helping people" credit union philosophy and strive to create a work environment that is built on the foundation of diversity, equity, and inclusion. Our culture is designed to foster a highly engaged workforce, and we are committed to providing our employees with the tools and resources they need to succeed in their roles and grow in their careers.

Job Overview

As an Inbound Customer Service Representative, you will be responsible for providing exceptional service to our credit union members and banking partners. You will handle high-volume inbound calls, respond to member inquiries, and resolve issues in a professional and courteous manner. If you are passionate about delivering outstanding customer service, are comfortable working in a fast-paced environment, and are looking for a career with growth opportunities, we encourage you to apply.

Key Responsibilities:

• Demonstrate ability and willingness to learn, strong attention to detail, positive attitude, and ability to be flexible and embrace change
• Maintain a strong member focus, deep-rooted in empathy, and communicate effectively with peers, leaders, and members
• Exercise good judgment and independent decision-making skills, and exhibit outstanding listening, questioning, call control, and de-escalation techniques
• Be proactive, have effective time management and organizational skills, and display dependability with a good attendance record
• Possess strong technical troubleshooting skills and ability to multitask and navigate through multiple systems
• Sit in front of a PC/monitor, taking high-volume phone calls, for extended periods of time

Qualifications and Requirements

To be successful in this role, you will need to have:

Essential Qualifications:

• High school diploma, GED, or equivalent certification
• Minimum of 2 years of customer service experience or 1 year of call center experience
• PC windows based software experience required with basic knowledge of Word and Excel

Preferred Qualifications:

• Previous experience in a financial services or credit union environment
• Fluency in Spanish or other languages
• Experience with customer relationship management (CRM) software

Work Environment and Technology Requirements

To work as an Inbound Customer Service Representative, you will need to have a secure home office environment that is free from background noise and distractions. You will also need to have a proven and reliable private internet connection that is not supplied by the use of cellular data (hot spot). Cable or fiber connections are preferred, and internet service download speeds must be at least 50 Mbps download and 10 Mbps upload.

Technology Requirements:

• A computer that meets our technical specifications
• A smart device (phone or tablet) with OS version 6.0 or greater or for Apple device IOS version 11 or greater (device cannot be rooted or jail-broken)
• Access to a reliable and secure internet connection

Compensation and Benefits

We offer a competitive hourly rate of $17.35 per hour, with monthly bonus opportunities and shift differential for non-traditional hours. You will also be eligible for a language premium if you are fluent in Spanish or other languages. Our comprehensive benefits package includes medical, dental, vision, and prescription coverage, as well as flexible work arrangements, paid time off, and a 401(k) plan with employer match.

Benefits Highlights:

• Medical, dental, vision, and prescription coverage
• Flexible work arrangements, including remote work options
• Paid time off and paid holidays
• 401(k) plan with employer match
• Health savings account (HSA) with company contributions
• Flexible spending account (FSA)
• Supplemental insurance options, including life insurance and disability insurance
• Tuition reimbursement and professional development opportunities

Career Growth and Development

At PSCU, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including online courses, leadership development programs, and mentorship opportunities. Our goal is to provide you with the tools and resources you need to succeed in your role and advance in your career.

How to Apply

If you are passionate about delivering exceptional customer service and are looking for a career with growth opportunities, we encourage you to apply. Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity.

Equal Opportunity Employer

PSCU is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion. If you require any accommodations during the application or hiring process, please do not hesitate to contact us.

Join Our Team

At PSCU, we are dedicated to helping credit unions deliver possibilities to their members. If you are passionate about delivering exceptional customer service and are looking for a career with growth opportunities, we encourage you to join our team. Apply today and take the first step towards a rewarding and challenging career with PSCU.