Contact Center Specialist

3 hours, 4 minutes ago
Full-time
Entry Level
Customer and Technical Support
TwinStar Credit Union

TwinStar Credit Union

TwinStar Credit Union is a member-owned financial cooperative established in 1938 by teachers at Olympia High School. Originally named Thurston County Teachers Credit Union, it aimed to provide affordable loans and savings options during the post-Depression era. Over the years, it has expanded its services to residents of Washington and Oregon, currently serving around 90,000 members with a workforce of 325 employees across multiple branches. The credit union offers a range of financial products, including loans and savings accounts, designed to support the financial success of its members. TwinStar is committed to community initiatives, such as providing grants to teachers for classroom supplies and field trips. It operates both physical branches and shared locations to enhance accessibility for its members. In September 2025, TwinStar merged with Northwest Community Credit Union and rebranded as Peak Credit Union, reflecting its commitment to community and belonging.

banking
201-500
Founded 1938
$4M raised

Description

  • Provide courteous, timely member service by phone.
  • Process withdrawals, loan payments, wire transfers, money transfers, and other member transactions.
  • Answer questions about statements, share withdrawals, and loan payoffs.
  • Provide online banking setup, troubleshooting, and self-help guidance.
  • Verify member identification and follow security, fraud detection, and high-risk transaction procedures.
  • Identify member needs and recommend appropriate loans, products, and services.
  • Meet production and referral goals while educating members about product features and benefits.
  • Maintain knowledge of credit union products, services, policies, procedures, and systems.
  • Perform other assigned duties.

Requirements

  • At least six months of sales or customer service experience.
  • Contact center or financial institution experience preferred.
  • Knowledge of credit union products, services, policies, procedures, systems such as Symitar, and competitor offerings.
  • Ability to manage difficult customer interactions and resolve member issues courteously.
  • Strong communication, active listening, and questioning skills.
  • Ability to cross-sell products, address account issues, and maintain positive professional relationships.
  • Ability to set and achieve goals, work under pressure, and meet deadlines.
  • Availability for Monday–Friday shifts between 7:45 a.m. and 6:00 p.m., rotating Saturdays from 9:30 a.m. to 2:00 p.m., and a 40-hour workweek.
  • Must reside in Washington or Oregon.

Benefits

  • Target pay of $18.70–$21.25 per hour; full range of $17.00–$25.50.
  • Additional $2.00 per hour bilingual differential, subject to verification.
  • Performance-based compensation incentives.
  • Medical, dental, and vision insurance, with 100% company-paid employee-only coverage option.
  • Health Care FSA, HSA with employer contributions, and Dependent Care FSA.
  • Life and AD&D insurance.
  • 401(k) plan.
  • Paid vacation, sick leave, 11 holidays, one floating holiday, self-care time, and volunteer time.

Interested in this position?

Apply directly on the company website

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