Contact Center Specialist

Stanford Federal Credit Union

. Assist members interacting with the credit union via phone, chat, secure messages and SMS .

Posted 10/23/2026full-timePalo Alto • California • United StatesJuniorMid-Level💰 $29 - $32 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in member service and support within a credit union environment, with a strong focus on cross-selling products and services while ensuring compliance with financial regulations. Proficient in troubleshooting online and mobile banking services to enhance member satisfaction.

Highest-signal resume keywords

Contact Center ExperienceMember Service ExcellenceCross-Selling SkillsFinancial Record KeepingRegulatory Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Teller FunctionsOnline Banking TroubleshootingMobile Banking SupportLoan Payment ProcessingDebit Card Management

Soft Skills

Trust and CredibilityDiplomacyIndependent WorkTeam CollaborationCreativity

Tools & Technologies

Secure MessagingSMS CommunicationOnline Banking PlatformsBill Payment Services

Industry Keywords

Bank Secrecy ActPatriot ActOffice of Foreign Assets ControlContact Center PoliciesFinancial Regulations

About the role

Key responsibilities & impact

Assist members interacting with the credit union via phone, chat, secure messages and SMS
Ensure high levels of member satisfaction through excellent service
Perform teller functions, including transferring funds, stopping payments, closing and reordering debit cards, providing balances and transaction information, reissuing and resetting PINs, and processing loan or credit card payments
Identify beneficial products and services and provide information to members through cross-selling and encouraging membership-reward upgrades
Follow and achieve personal and department goals on monthly, quarterly, and yearly bases
Perform outbound escalation calls to address members’ urgent needs promptly
Resolve issues, anticipate member needs, and make appropriate recommendations
Cross-sell self-service channels such as online banking
Assist members with setting up and troubleshooting online services
Determine whether to provide direct assistance or connect callers with appropriate resources
Answer questions and resolve complex member-account problems across all channels
Troubleshoot online banking, mobile banking, bill payment services, and other methods of accessing credit union information
Comply with applicable financial laws and regulations

Requirements

What you’ll need

2 years of similar or related contact center and banking experience, including preparatory experience
A significant level of trust, credibility and diplomacy
Ability to perform job functions independently or with limited supervision
Ability to work effectively independently or as part of a team
Ability to learn and cross-train departmental duties of the credit union
Ability to handle considerable financial record keeping requirements
Ability to work within precise, standardized guidelines with latitude to make decisions
Ability to accept responsibility for assigned duties and possess creativity required to successfully complete those duties
Knowledge of Contact Center policies, procedures, and metrics
A high school degree or equivalent
Ability to read and carry out written instructions and follow oral instructions
Must comply with applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act and the Office of Foreign Assets Control
SFCU does not provide work visa sponsorship or accept visa transfers for any positions

Benefits

Comp & perks

100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance; 50% paid for dependents
Quarterly incentives up to 10% of your salary (based on position)
Employer 401(k) matching up to 5% plus additional annual discretionary contributions
Education reimbursement up to $5,200/year
Employee recognition program with cash incentives
Commuter Toll Benefit $100-$200/month (based on position)
Wellness Benefits up to $1,200 per year
Paid Sick Time accrues at two weeks per year
Paid Vacation Time accrues at three weeks per year
Paid Federal banking holidays (approximately 11 per year)
Ongoing training and education, seminars, and conferences
Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
Waived fees and deposit bonuses on Stanford FCU accounts
Flex health/transit plan availability
Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources