Contact Center Specialist

1 month ago
Full-time
Junior
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

  • Greet and assist members and prospective members professionally through the phone channel.
  • Process and record member transactions such as withdrawals, loan payments, wire transfers, and money transfers.
  • Answer questions about statements, share withdrawals, and loan payoffs.
  • Provide technical support for online banking, including setup, troubleshooting, and self-help guidance.
  • Verify member identity and follow security procedures, including fraud detection and high-risk transaction handling.
  • Identify member needs and recommend appropriate credit union products, services, and loan programs.
  • Work toward production and referral goals and support sales and marketing initiatives.
  • Maintain positive, professional relationships while resolving member issues and account concerns.
  • Perform other duties as assigned.

Requirements

  • Minimum 6 months of experience in a sales or customer service environment.
  • Experience in a contact center or financial institution is preferred.
  • In-depth knowledge of credit union products, services, policies, procedures, and systems such as Symitar.
  • Ability to manage difficult customer interactions and resolve member issues effectively and courteously.
  • Excellent communication skills, including active listening and questioning.
  • Ability to cross-sell products and services and address member account issues.
  • Ability to work under pressure, meet deadlines, and achieve program goals aligned with the credit union's strategic plan.
  • Availability to work Monday through Friday, 7:45 a.m. to 6:00 p.m., plus rotating Saturdays from 9:30 a.m. to 2:00 p.m.
  • Must reside in Washington or Oregon.
  • Eligible candidates who can support members in a second language may receive bilingual support differential.

Benefits

  • Target hourly pay range of $18.70 to $21.25, with a full hourly range of $17.00 to $25.50.
  • Additional $2.00 per hour bilingual differential for qualified second-language support.
  • Performance-based compensation incentives may be available.
  • Medical, dental, vision, and life insurance coverage.
  • Employer-paid medical, dental, and vision coverage for employee-only plans.
  • Health Care FSA, Health Savings Account with employer contributions, and Dependent Care FSA.
  • 401(k) plan eligibility.
  • Monthly accrual of 8 hours vacation and 8 hours sick leave, plus 11 paid holidays, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.

Interested in this position?

Apply directly on the company website

Apply Now

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