Contact Center Team Manager Opportunity at Stanford Federal Credit Union!
We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual with a desire to make a difference, we encourage you to consider joining our SFCU team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University or some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.
Stanford FCU is a $4.5 billion company with a global reach of over 95,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!
*Please note - this is not a remote position*
Who YOU are:
The Contact Center (Member Care) Team Manager is responsible of recruiting, selecting, orienting, and training employees and developing personal growth opportunities for team members. Accomplishing staff results by communicating job expectations, planning, monitoring, mentoring, and evaluating job results. Overseeing the performance of all member service and QA evaluations. Running team meetings. Implementing process improvements. Responding to and resolving all escalated queries. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act. Abides by a strict and professional code of conduct world-class service while achieving daily, monthly, and annual sales and service objectives.
Six to Eight years of experience in a related field with equal responsibilities is preferred.Minimum of 4 years of college education or equivalent experience. Formal training should be supplemented with continuing education and self-development programs.Ability to coach, motivate, and train staff in service and sales environment.Excellent communication skills in all mediums.Present a positive professional image.Work within precise, standardized guidelines with latitude to make decisions.Proficient in all standard desk-top software applications with strong skills in Excel.Demonstrated excellence in member service, de-escalation and problem resolution.Possess the creativity required to successfully complete assigned duties.Ability to handle daily routine with freedom to interpret or to act upon various situations.Serve as a backup for the Director, as assigned.What YOU’LL do:
Responsible for hiring, supervising, training, motivating, and developing staff on an on-going basis.Responsible for the consistent monitoring of team members’ quality and service standards through regular QA evaluations. Proactively monitors and upholds daily, weekly, and monthly service standards for member experience such as Average Speed of Answer, Service level and abandonment rate.Maintains regular contact with team members regarding individual performance and overall department achievement of service and quality standards to provide coaching as necessary and recognize team and individual accomplishments.Adheres to Credit Union policies, procedures while identifying and working to eliminate root causes of inefficiencies and formulating recommendations/feedback to management regarding operational policies and proceduresActively partners, collaborates, and communicates with other service departments to implement process and service improvements that will benefit the members and the team.Assist in maintaining forecasting data and creating monthly schedules for the management team and all other units to ensure all communication channels are fully staffed and reduce flow out calls. Responsible for collecting data for the regular reporting of agent productivity and department service levels.Assist in the development, implementation and management of all job metrics related to various agent responsibilities including chats, e-mail, in-bound calls, and fulfillment responsibilities.Some of our benefits for YOU:
100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependentsQuarterly incentives up to 10% of your salary (based on position)Employer 401(k) matching up to 5% plus additional annual discretionary contributionsEducation reimbursement up to $5,200/yearEmployee recognition program with cash incentives Commuter Toll reimbursement $100-$200/month (based on position)Wellness Benefits up to $1,200 per yearPaid Sick Time accrues at two weeks per yearPaid Vacation Time accrues at three weeks per yearPaid Federal banking holidays (approximately 10 per year)Ongoing training and education, seminars, and conferencesLoan rate discounts on some products (vehicle, mortgage and HELOC loans)Waived fees and deposit bonuses on Stanford FCU accountsFlex health/transit plan availability Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resourcesIf you are ready for this awesome opportunity (or know somebody who is) please contact us today!
Stanford Federal Credit Union provides competitive pay ranges based on factors such as (but not limited to) the scope and responsibilities, qualifications needed for the position and external market pay for comparable positions.
Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions.
Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
Read LessContact Center Specialist Opportunity at Stanford Federal Credit Union!
We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual yearning to make a difference, we need you on our team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University and some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.
Stanford FCU is a $4.5 billion company with a global reach—95,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!
*Please note, this role is not 100% remote*
Who YOU are:
2 years of similar or related contact center and banking experience, including preparatory experience.A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.Learn and cross-train departmental duties of the credit union.Handle considerable financial record keeping requirements.Work within precise, standardized guidelines with latitude to make decisions.Accept responsibility for assigned duties and possess the creativity required to successfully complete those duties.Knowledge of Contact Center policies, procedures, and metricsA high school degree or equivalentMust be able to read and carry out various written instructions and follow oral instructions.What YOU’LL do:
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 for members (i.e., transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and transactions information, reissue and reset pin, process loan or credit card payments, etc.)Identify products/services that might be beneficial to members and provide them with information about our products/services and encourage them to upgrade their membership reward with SFCU (cross-telling/selling). Follow and achieve personal and department’s goals on a monthly, quarterly, and yearly basis.Perform outbound escalation calls to ensure members’ urgent needs are met within a timely manner. Resolve issues that may arise and anticipate the member’s needs and make the appropriate recommendations to help members avoid future issues in a polite and friendly manner.Cross-sell our various self-serve channels (online banking). Assist members in setting up and troubleshooting online services.Determine if direct assistance can be provided or connect the caller with the appropriate resource to address their need, minimizing the caller’s time and effort in resolving their concern.Answers questions and/or resolves complex problems on member accounts using all channels. This requires the ability to troubleshoot with the member online banking, mobile banking, bill payment services, and other methods of accessing credit union information.Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, thePatriot Act and the Office of Foreign Assets Control.Some of our benefits for YOU:
100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependentsEmployer 401(k) matching up to 5% plus additional annual discretionary contributionsEducation reimbursement up to $5,200/yearEmployee recognition program with cash incentives Commuter Toll reimbursement $100-$200/month (based on position)Wellness Benefits up to $1,200 per yearPaid Sick Time accrues at two weeks per yearPaid Vacation Time accrues at three weeks per yearPaid Federal banking holidays (approximately 11 per year)Ongoing training and education, seminars, and conferencesLoan rate discounts on some products (vehicle, mortgage and HELOC loans)Waived fees and deposit bonuses on Stanford FCU accountsFlex health/transit plan availability Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resourcesStanford Federal Credit Union provides pay ranges representing its good faith estimate of what the Credit Union reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location, and external market pay for comparable jobs.
If you are ready for this awesome opportunity (or know somebody who is) please contact us today!
Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions. Applicants that require work visa sponsorship or transfer will not be considered for employment. SFCU does not provide any relocation benefits for any positions.
Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
Read LessMember Advisor Opportunity at Stanford Federal Credit Union!
We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual with a desire to make a difference, we encourage you to consider joining our SFCU team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University or some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.
Stanford FCU is a $4.5 billion company with a global reach of over 95,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!
Who you are:
One to three years’ experience in customer service or sales related field.High school diploma or general education degree (GED).Ability to cross-sell traditional and nontraditional products and services while maintaining existing member relationships and developing new member relationships.Strong customer service and interpersonal skills.Excellent communication skills, along with a demonstrated ability to meet set goals.Ability to accurately process various types of transactions for members.Banking or Credit Union experience is a plus.What you’ll DO:
Open various new deposit accounts, retirement accounts, consumer loans and credit cards. Process necessary information and educate the members as to products and services available to them. Exceed member service expectations as measured by NPX.Perform a wide variety of member transactions and requests to include account maintenance, research, balancing the branch assist members in understanding how to use ATM’s, Online/Mobile Banking, Credit and Debit Cards, and performs outgoing wires, solve fraud issues, notary and closing accounts.Perform outbound calling to educate members on new product offerings, update on the status of an application and to onboard new members during their first 90 days after a new membership has been established.Explain membership eligibility requirements and participate in SFCU sponsored activities.Assist with the testing of new functionality upon request.Use every member contact as an opportunity to advise members about additional services or programs that might benefit them.Managing the vault, cash, and audit functions for the assigned branch.Perform traditional teller work as needed.Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.Some of our benefits for YOU:
100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependentsEmployer 401(k) matching up to 5% plus additional annual discretionary contributionsEducation reimbursement up to $5,200/yearEmployee recognition program with cash incentives Commuter Toll reimbursement $100-$200/month (based on position)Wellness Benefits up to $1,200 per yearPaid Sick Time accrues at two weeks per yearPaid Vacation Time accrues at three weeks per yearPaid Federal banking holidays (approximately 11 per year)Ongoing training and education, seminars, and conferencesLoan rate discounts on some products (vehicle, mortgage and HELOC loans)Waived fees and deposit bonuses on Stanford FCU accountsFlex health/transit plan availability Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resourcesStanford Federal Credit Union provides pay ranges representing its good faith estimate of what the Credit Union reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location, and external market pay for comparable jobs.
If you are ready for this awesome opportunity (or know somebody who is) please contact us today!
Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions.
Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
Read LessMember Advisor Opportunity at Stanford Federal Credit Union!
We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual with a desire to make a difference, we encourage you to consider joining our SFCU team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University or some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.
Stanford FCU is a $4.5 billion company with a global reach of over 95,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!
Who you are:
One to three years’ experience in customer service or sales related field.High school diploma or general education degree (GED).Ability to cross-sell traditional and nontraditional products and services while maintaining existing member relationships and developing new member relationships.Strong customer service and interpersonal skills.Excellent communication skills, along with a demonstrated ability to meet set goals.Ability to accurately process various types of transactions for members.Banking or Credit Union experience is a plus.What you’ll DO:
Open various new deposit accounts, retirement accounts, consumer loans and credit cards. Process necessary information and educate the members as to products and services available to them. Exceed member service expectations as measured by NPX.Perform a wide variety of member transactions and requests to include account maintenance, research, balancing the branch assist members in understanding how to use ATM’s, Online/Mobile Banking, Credit and Debit Cards, and performs outgoing wires, solve fraud issues, notary and closing accounts.Perform outbound calling to educate members on new product offerings, update on the status of an application and to onboard new members during their first 90 days after a new membership has been established.Explain membership eligibility requirements and participate in SFCU sponsored activities.Assist with the testing of new functionality upon request.Use every member contact as an opportunity to advise members about additional services or programs that might benefit them.Managing the vault, cash, and audit functions for the assigned branch.Perform traditional teller work as needed.Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.Some of our benefits for YOU:
100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependentsEmployer 401(k) matching up to 5% plus additional annual discretionary contributionsEducation reimbursement up to $5,200/yearEmployee recognition program with cash incentives Commuter Toll reimbursement $100-$200/month (based on position)Wellness Benefits up to $1,200 per yearPaid Sick Time accrues at two weeks per yearPaid Vacation Time accrues at three weeks per yearPaid Federal banking holidays (approximately 11 per year)Ongoing training and education, seminars, and conferencesLoan rate discounts on some products (vehicle, mortgage and HELOC loans)Waived fees and deposit bonuses on Stanford FCU accountsFlex health/transit plan availability Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resourcesStanford Federal Credit Union provides pay ranges representing its good faith estimate of what the Credit Union reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location, and external market pay for comparable jobs.
If you are ready for this awesome opportunity (or know somebody who is) please contact us today!
Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions.
Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
Read LessHR Administrative Assistant Opportunity at Stanford Federal Credit Union!
We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual with a desire to make a difference, we encourage you to consider joining our SFCU team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University or some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.
Stanford FCU is a $4.5 billion company with a global reach of over 95,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!
The HR Administrative Assistant supports the day to day functions of the department by sending communication, tracking and verifying information, maintaining employee files and projects as assigned. The Administrative Assistant primarily works under the direction of the Human Resources Manager with supervision.
Who YOU are:
Bachelor’s degree, HR Certifications or combination of education and related experience.Ability to exercise good judgment, maintain confidentiality, and handle sensitive information.Proficient in Microsoft Office suite and other spreadsheet and processing softwareHigh degree of initiative, multi-tasking abilities, customer service, and problem-solving skillsExcellent organizational and time management skillsStrong communication skills - both verbal and written, high level of accuracy with the ability to minimize spelling and grammar errors.Ability to format reports, charts, graphs, and other documents, as requiredAbility to prioritize and to work in a fast-paced, changing environment without compromising accuracyWhat YOU’LL do:
Provide administrative support to both HR and Training functions, which may include drafting documents, scheduling, printing, and record keepingMaintain employee personnel files and folders, HRIS system, and other HR records, ensuring documents are filed correctly and that we are in compliance with retention and purging requirements.Support SFCU culture initiatives by overseeing employee recognition platform and drafting monthly culture newsletter.Coordinate the employee Onboarding processes and orientation program, including scheduling meetings and copying documentsAssist in writing and formatting HR policy and procedures.Support the recruitment efforts by scheduling interviews.May support duties related to benefits administration or other responsibilities regularly performed within the HR department.Some of our benefits for YOU:
100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependentsEmployer 401(k) matching up to 5% plus additional annual discretionary contributionsEducation reimbursement up to $5,200/yearEmployee recognition program with cash incentives Commuter Toll reimbursement $100-$200/month (based on position)Wellness Benefits up to $1,200 per yearPaid Sick Time accrues at two weeks per yearPaid Vacation Time accrues at three weeks per yearPaid Federal banking holidays (approximately 11 per year)Ongoing training and education, seminars, and conferencesLoan rate discounts on some products (vehicle, mortgage and HELOC loans)Waived fees and deposit bonuses on Stanford FCU accountsFlex health/transit plan availability Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resourcesIf you are ready for this awesome opportunity (or know somebody who is) please contact us today!
Bank Secrecy Act -Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act and the Office of Foreign Assets Control.
Stanford Federal Credit Union provides competitive pay ranges based on factors such as (but not limited to) the scope and responsibilities, qualifications needed for the position and external market pay for comparable positions.
Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions.
Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
Read Less
Retail Support Manager Opportunity at Stanford Federal Credit Union!
We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual yearning to make a difference, we need you on our team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University and some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.
Stanford FCU is a $4.5 billion company with a global reach of over 95,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!
The Retail Support Manager is responsible for the day-to-day management of the Retail Support Department. The manager will be responsible for the daily supervision, operations, and increased efficiency of the department, as well as for coaching and developing team members to achieve their highest potential. They are responsible for coaching and training associates, delegating, and following up on daily tasks, managing performance, ensuring adequate department coverage, and assisting with other duties and projects as requested. The manager will also ensure members and staff are supported promptly, courteously, efficiently, and professionally. Builds supportive relationships with all areas of the Credit Union as well as with various third-party providers.
Who YOU are:
Requires 3+ years of management experience in a financial institution with demonstrated leadership skills required. Bachelor’s degree or equivalent level of education and experience preferred. Strong financial services operations and regulatory compliance background.Ability to work in a fast-paced environment and prioritize tasks while servicing members and coaching/directing employees.High energy individual with ability to interact with various levels throughout the Credit Union.Interpersonal skills to represent the Credit Union in a positive way, both internally and externally at all times.Accuracy and attention to detail. Excellent organizational and multi-tasking skills.Demonstrated proficiency in both oral and written communications.Proficient in Microsoft Applications.Strong problem-solving skills and the ability to develop conceptual alternatives.FISERV DNA experience preferred or experience working with multiple core systems.What YOU’LL do:
Maintain an ongoing understanding of the credit union operations and the impact on the various departments supported by the Retail Support department. Responsible for overseeing the support being provided to members and staff.Maintain consistent, in-depth knowledge of Credit Union products and services, policies and procedures, operations, systems, and general banking regulations.Provides oversight of Retail Support daily operations to ensure processes are completed timely and in accordance with department guidelines, policies, procedures, and regulatory requirements.Responsible for regular review of the department’s procedures and processes to identify possible opportunities for improvement.Perform audit of department new account openings and transactions according to the Credit Union’s policies and procedures. Assists in responding to departmental level audit and examination findings or inquiries.Conducts regular staff meetings, including training, to ensure staff has a thorough understanding of all Credit Union operational procedures, products, and services as well as regulatory requirements that apply to their daily functions.Promotes an effective team relationship between the Branches, Call Center, Digital Banking, and other departments by providing the highest quality of professional and courteous support.Collaborate with various other departments to solve complex issues and develop processes to improve overall customer experience.Monitors team interactions with members and staff to ensure excellent service and support by ensuring all interactions are handled courteously, professionally, efficiently, and within the established service level standards. Manages the SFCU IRA/HSA Program to include contributions, distributions, death notifications, trustee to trustee transfers, conversions, RMDs, and year-end tax reporting and validations. Manage incoming member requests submitted online through the Retirement Central platform and troubleshoot reported system issues. Work with our SEG partners on the management of their HSA contributions.Identify operational deficiencies and training opportunities by tracking inquiries and escalations. Assist with developing and implementing process improvements.Participate in projects and other change initiatives as assigned ensuring efficient and timely completion of assigned tasks.Some of our benefits for YOU:
100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependentsQuarterly incentives up to 10% of your salary (based on position)Employer 401(k) matching up to 5% plus additional annual discretionary contributionsEducation reimbursement up to $5,200/yearEmployee recognition program with cash incentives Commuter Toll reimbursement $100-$200/month (based on position)Wellness Benefits up to $1,200 per yearPaid Sick Time accrues at two weeks per yearPaid Vacation Time accrues at three weeks per yearPaid Federal banking holidays (approximately 11 per year)Ongoing training and education, seminars, and conferencesLoan rate discounts on some products (vehicle, mortgage and HELOC loans)Waived fees and deposit bonuses on Stanford FCU accountsFlex health/transit plan availability Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resourcesIf you are ready for this awesome opportunity (or know somebody who is) please contact us today!
Stanford Federal Credit Union provides competitive pay ranges based on factors such as (but not limited to) the scope and responsibilities, qualifications needed for the position and external market pay for comparable positions.
Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions.
Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
