contact center consultant

House of Ruth Maryland

<div><ul><li><div><p><b>Position Summary:</b></p>
<p>
The Contact Center Advocate provides the first, and often only, contact that many people experiencing intimate partner and sexual violence (IPSV) have with House of Ruth Maryland (HRM). HRM is proud to offer 24/7 survivor and community access to live support, education, safety planning and connection to services through phone and chat, as well as in person. The Contact Center Advocate is part of this team, and is responsible for ensuring that every contact &ndash; both victims and community members supporting victims - are offered the support, information, referral, crisis intervention counseling, and safety planning consistent with HRM standards. When individuals contact HRM, they present as scared, hopeful, worried, angry, concerned, and hurt. The Contact Center Advocate assesses each victim&rsquo;s situation relative to lethality and service needs to provide appropriate referrals. The Contact Center Advocate is a creative, energetic problem solver who exercises initiative to help each contact, and is a skilled professional with excellent crisis intervention and customer services skills. The Advocate is responsible for developing an excellent working relationship with other HRM programs and its staff, to ensure the timely, effective and seamless provision of services.</p></div><br>
<p>
This position is a full time member of the Contact Center team and is considered an essential staff position, required to work in weather emergencies and holidays as needed. Contact Center staff are expected to be flexible, with up to 25% adjustment from regular work schedules at times to cover essential crisis services. The standard schedule for this position <b>Monday-Wednesday 11am-7pm, Friday 4pm-12am, Saturday 2pm-10pm</b>. Primary worksite is the Administration Building in Baltimore City, but this position may work through remote technology based on program need. The Contact Center Advocate is a sedentary position primarily working independently and in front of a screen.</p><br>
<p></p>
<p><b>
Essential Duties and Responsibilities:</b></p>
<ul><li>
Primarily responsible for live responses to hotline calls during designated shifts, taking the majority of incoming calls, and providing excellent customer service and trauma-informed support.</li><li>
Shares responsibility with other Contact Center staff members for live response to hotline calls, chat contacts, and triage of walk-in contacts during designated shifts.</li><li>
Interfaces with victims, survivors, and community members to provide trauma-informed crisis intervention, safety planning, resource referral, and advocacy services to remedy domestic violence, sexual assault, and other social problems unique to victims within Baltimore and the surrounding area</li><li>
Maintains departmental quality assurance standards and trauma-informed principles during live responses to incoming calls, chats, and walk-in contacts during designated shifts</li><li>
Attends department-specific training and meetings to maintain knowledge of advocacy best practices, internal and external resources for clients, and community resources and trends</li><li>
Demonstrates inclusiveness during interactions with differently-abled persons and individuals with varied sexual, gender, racial, ethnic, cultural, and socioeconomic backgrounds</li><li>
Provides resources and facilitates a &ldquo;warm handoff&rdquo; during referrals to other agencies on behalf of callers seeking access to external recovery services</li><li>
Advocates on behalf of high-risk clients to internal stakeholders across programs to facilitate emergency housing options, including emergency shelter and hotel stays</li><li>
Performs daily data entry to document each contact and other administrative tasks as needed for essential Contact Center or site functions. This may include filing call reports, organizing call center spaces, responding to voicemails, etc.</li></ul><br>
<p></p>
<ul><li><i>Nothing in this job description restricts management&rsquo;s right to assign or reassign duties and responsibilities to this job at any time.
</i></li></ul><p><b>Experience, Education, Certifications/Licenses</b></p>
<ul><li>
High School Diploma/GED</li><li>
One year of paid or voluntary experience in either call center, customer service, retail, hospitality, or work with vulnerable populations required. Phone or chat-based experience is highly preferred.</li><li>
Demonstrated ability to work quickly and calmly in a crisis required</li><li>
Demonstrated ability to make decisions that de-escalate conflict and resolve a crisis effectively required</li><li>
Excellent oral and written interpersonal skills with a solid ability to relate to various individuals, including victims, children, donors, business leaders, and human service providers. Particular emphasis on communication over the telephone and computer</li><li>
Demonstrated ability to work independently and juggle multiple competing tasks and timelines required.</li><li>
Must pass Criminal Background Check</li><li>
Highly Preferred Qualities:
<ul><li>Knowledge and understanding of intimate partner violence</li><li>
Knowledge of local human services programs/ agencies and housing resources</li><li>
Knowledge or ability to learn database management systems</li><li>
Demonstrates personal traits consistent with victim advocates, including active communication, empathy, trauma-informed care practices, and service-coordination</li></ul></li></ul><br>
<p></p>
<p><i>
House of Ruth Maryland offers a comprehensive Total Rewards Package that will include but is not limited to medical insurance, prescription plan, dental insurance, vision insurance, paid time off, life insurance, 403(b) retirement savings plan, and Employee Assistance Program.</i></p>
<p><i>
House of Ruth Maryland upholds the mission of the Equal Employment Opportunity Commission by being an Equal Employment Opportunity Employer. All applicants will be considered for employment and will not be excluded because of color, race, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or age.</i></p><br>
<p>
</p></li></ul><h4 class="jobSectionHeader">The Contact Center Advocate provides world-class, trauma-informed customer service to individuals contacting House of Ruth Maryland via our 24/7 crisis hotline or online chat. The Contact Center Advocate is part of the Crisis Response team and is responsible for ensuring that every contact &ndash; both victims and community members supporting victims - are offered the support, information, referral, crisis intervention counseling, and safety planning consistent with HRM standards.</h4>
<h4 class="jobSectionHeader">When individuals contact HRM, they present as scared, hopeful, worried, angry, concerned and hurt. The Contact Center Advocate assesses each victim&rsquo;s situation relative to lethality, danger, and service needs to provide appropriate safety planning and referrals. The Contact Center Advocate is an empathetic problem-solver, who exercises superior communication and interpersonal skills when interacting with contacts, and is a skilled professional with excellent crisis intervention and customer services skills. The Advocate is responsible for developing professional working relationships with their teammates, other HRM programs, and internal and external staff members to ensure the timely, effective and seamless provision of services.</h4></div>

Contact Center Advocate

HRPSP - Your Strategic HR Partner

<p><b>We&rsquo;re Hiring! Executive &ndash; Digital Contact Center</b></p><p><b>Location:</b> Islamabad<br/><b>Job Type:</b> Full-Time<br/><b>Department:</b> Digital Contact Center</p><p>Ready to be part of a fast-paced, tech-driven customer experience team? If you&rsquo;re confident, articulate, and love engaging with people&mdash;this role is for you!</p><p><b>Position: Executive &ndash; Digital Contact Center</b></p><p><b>Eligibility &amp; Requirements</b></p><ul><li><b>Minimum Qualification:</b> Graduation (14 years or above)</li><li><b>Communication Skills:</b> Fluent in English (spoken &amp; written)</li><li><b>Typing Speed:</b> Excellent</li><li><b>Gender:</b> Male &amp; Female</li><li><b>Age Limit:</b> Up to 32 years</li><li><b>Shifts:</b> Willingness to work in rotational shifts</li></ul><p><b>Compensation &amp; Benefits</b></p><ul><li><b>Basic Salary:</b> Starting from <b>PKR 37,000</b></li><li>Growth-oriented environment</li><li>Professional &amp; supportive workplace</li><li>Learning and career development opportunities</li></ul><p><b>Why Join Us?</b><br/>Be part of a modern digital contact center where your skills matter, your voice is heard, and your career can grow!</p><p><b>Interested candidates are encouraged to apply and take the next step in their professional journey!</b></p><p>Job Type: Full-time</p><p>Pay: From Rs37,000.00 per month</p><p>Work Location: In person</p>

Executive – Digital Contact Center

Raag Solutions

<div><div><p>Role and Responsibilities:</p>
<p>The Senior Project Manager will be part of the Global Information Services (GIS) team and will collaborate with customer business units, support groups, and the GIS organization to plan, organize, and manage the execution of critical projects, ensuring successful delivery and transition to operations.</p><br>
<p></p>
<ul><li>Managing multiple projects and executing all phases in alignment with customer&rsquo;s Project Management Methodology.</li></ul>
<ul><li>Experience in setting up a Omni Channel enabled Contact Center with Phone and Chat bot</li></ul>
<ul><li>Working with external contact center vendors and establishing the contact center connectivity with Genesys, SAP CRM systems.</li></ul>
<ul><li>SAP Phone platform experience will be a plus</li></ul>
<ul><li>Genesys Contact Center experience will be a plus</li></ul>
<ul><li>Collaborating across GIS teams, vendors, business units, and support groups to coordinate project activities.</li></ul>
<ul><li>Delivering projects within defined scope, budget, and timelines while ensuring quality.</li></ul>
<ul><li>Developing comprehensive project plans covering end-to-end activities and outcomes.</li></ul>
<ul><li>Prioritizing deliverables and ensuring timely completion.</li></ul>
<ul><li>Communicating project status to key stakeholders on a regular cadence.</li></ul>
<ul><li>Applying best practices in planning, scheduling, budgeting, resource management, risk and issue management, progress tracking, communication, approvals, documentation, and change control.</li></ul>
<ul><li>Preparing and presenting project materials and updates for reviews.</li></ul>
<ul><li>Ensuring compliance with customer&rsquo;s Project Management Methodology throughout the project lifecycle.</li></ul>
<p>Education and Experience</p>
<ul><li>Bachelor's degree in engineering and/or Information Technology.</li></ul>
<ul><li>10+ years of project management experience.</li></ul>
<ul><li>Relevant certifications such as PMP, CSM, etc.</li></ul>
<ul><li>Proven experience in leading full lifecycle enterprise projects involving business processes, IT integration, and managing large global teams.</li></ul>
<ul><li>Proficiency in project planning tools.</li></ul>
<ul><li>Strong understanding of functional business processes and their alignment with IT projects.</li></ul>
<ul><li>Demonstrated ability to communicate effectively with executive management and project teams.</li></ul>
<ul><li>Experience in Cloud services, and integration solutions is preferred.</li></ul>
<ul><li>Experience with enterprise IT projects in semiconductor field is a plus.</li></ul>
<p>Skills</p>
<ul><li>Strong customer focus and commitment to customer success.</li></ul>
<ul><li>Ability to lead workshops and align requirements with deliverables.</li></ul>
<ul><li>Results-oriented with a focus on project outcomes.</li></ul>
<ul><li>Proactive in identifying and resolving risks and issues.</li></ul>
<ul><li>High attention to detail and accuracy in reporting.</li></ul>
<ul><li>Skilled in conducting effective meetings, documenting minutes, tracking actions, and ensuring timely follow-ups.</li></ul>
<ul><li>Strong prioritization and execution capabilities.</li></ul>
<ul><li>Proficiency in Waterfall and SCRUM methodologies.</li></ul>
<ul><li>Proficient in Microsoft Office Suite.</li></ul></div></div><div></div>

Omni Channel Contact Center Project Manager

Disruptive IT LLC

<p><b>Overview</b><br/><b>Core Platform Expertise</b></p><ul><li>Oracle Siebel CRM (Contact Center / Call Center modules)Strong hands-on experience configuring and supporting Siebel for high-volume customer service environments.</li><li>Siebel Tools</li><li>Business Components, Business Objects</li><li>Applets, Views, Screens</li><li>Workflows and Runtime Events</li><li>Task UI and service workflows</li><li>Scripting (eScript / Siebel VB)</li><li>Data Model and Configuration</li><li>Extension tables</li><li>Joins and links</li><li>Picklists, LOV management</li><li>Data validation and business rules</li></ul><p><b>Contact Center Capabilities</b></p><ul><li>Experience implementing and supporting agent workflows including:</li><li>Case / Service Request management</li><li>Customer interaction history</li><li>Knowledge management integration</li><li>Complaint and escalation workflows</li><li>Agent desktop configuration</li><li>Omnichannel interaction management</li><li>Understanding of how Siebel supports:</li><li>inbound call workflows</li><li>agent screen-pops</li><li>guided resolution processes</li><li>customer 360 views</li></ul><p><b>CTI and Telephony Integration</b>Experience integrating Siebel with telephony platforms using Computer Telephony Integration (CTI).Typical environments include:</p><ul><li>Siebel CTI Toolbar</li><li>Open UI integrations</li><li>Telephony platforms such as:</li><li>Cisco UCCE / UCCX</li><li>Avaya</li><li>Genesys</li><li>NICE</li></ul><p>Capabilities include:</p><ul><li>screen-pop configuration</li><li>call event handling</li><li>agent state management</li><li>interaction logging</li></ul><p><b>Integration and Middleware</b>Experience integrating Siebel with enterprise systems.Technologies may include:</p><ul><li>Siebel EAI</li><li>Web Services (SOAP / REST)</li><li>Integration Objects</li><li>XML messaging</li><li>JMS / middleware platforms</li><li>Oracle SOA Suite</li><li>API integrations with billing, identity, and customer systems</li></ul><p><b>Performance and Scalability</b>Experience supporting large contact center deployments.Skills include:</p><ul><li>Siebel performance tuning</li><li>SQL and database optimization (Oracle DB)</li><li>Batch processing and EIM</li><li>Workflow performance tuning</li><li>Load troubleshooting for high agent concurrency</li></ul><p><b>Deployment and Architecture</b>Experience in enterprise Siebel environments including:</p><ul><li>Siebel Server architecture</li><li>Gateway / Application Interface</li><li>Open UI deployments</li><li>Multi-environment release management</li><li>Dev / Test / Prod lifecycle</li></ul><p>Experience working with:</p><ul><li>Linux / Unix server environments</li><li>Web servers (Apache / Tomcat)</li><li>CI/CD or release automation</li></ul><p><b>Contact Center Operations Understanding</b>Mid-to-senior candidates should also understand operational realities:</p><ul><li>agent productivity workflows</li><li>call center KPIs</li><li>escalation processes</li><li>regulatory environments (healthcare, financial services, government)</li></ul><p><b>Preferred Experience</b>Siebel Open UI customizationJavaScript developmentSiebel upgrade or modernization projectsMigration to cloud or hybrid architecturesExperience with large government or enterprise customer service platforms</p><p>Pay: $50.00 - $115.00 per hour</p><p>Work Location: Remote</p>

Oracle Siebel Contact Center – Mid to Senior Level

Tata Consultancy Services (TCS)

<div></div><div><div><div><div><div>Must Have Technical/Functional Skills
</div><div>The Senior Project Manager will be part of the Global Information Services (GIS) team and will collaborate with customer business units, support groups, and the GIS organization to plan, organize, and manage the execution of critical projects, ensuring successful delivery and transition to operations.</div><br>
<div><br>
</div><div>Role and Responsibilities:
</div><div>The Senior Project Manager will be part of the Global Information Services (GIS) team and will collaborate with customer business units, support groups, and the GIS organization to plan, organize, and manage the execution of critical projects, ensuring successful delivery and transition to operations.</div><br>
<div><br>
</div><ul><li>Managing multiple projects and executing all phases in alignment with customer&rsquo;s Project Management Methodology.
</li></ul><ul><li>Experience in setting up a Omni Channel enabled Contact Center with Phone and Chat bot
</li></ul><ul><li>Working with external contact center vendors and establishing the contact center connectivity with Genesys, SAP CRM systems.
</li></ul><ul><li>SAP Phone platform experience will be a plus
</li></ul><ul><li>Genesys Contact Center experience will be a plus
</li></ul><ul><li>Collaborating across GIS teams, vendors, business units, and support groups to coordinate project activities.
</li></ul><ul><li>Delivering projects within defined scope, budget, and timelines while ensuring quality.
</li></ul><ul><li>Developing comprehensive project plans covering end-to-end activities and outcomes.
</li></ul><ul><li>Prioritizing deliverables and ensuring timely completion.
</li></ul><ul><li>Communicating project status to key stakeholders on a regular cadence.
</li></ul><ul><li>Applying best practices in planning, scheduling, budgeting, resource management, risk and issue management, progress tracking, communication, approvals, documentation, and change control.
</li></ul><ul><li>Preparing and presenting project materials and updates for reviews.
</li></ul><ul><li>Ensuring compliance with customer&rsquo;s Project Management Methodology throughout the project lifecycle.
</li></ul><div>Education and Experience
</div><ul><li>Bachelor's degree in engineering and/or Information Technology.
</li></ul><ul><li>10+ years of project management experience.
</li></ul><ul><li>Relevant certifications such as PMP, CSM, etc.
</li></ul><ul><li>Proven experience in leading full lifecycle enterprise projects involving business processes, IT integration, and managing large global teams.
</li></ul><ul><li>Proficiency in project planning tools.
</li></ul><ul><li>Strong understanding of functional business processes and their alignment with IT projects.
</li></ul><ul><li>Demonstrated ability to communicate effectively with executive management and project teams.
</li></ul><ul><li>Experience in Cloud services, and integration solutions is preferred.
</li></ul><ul><li>Experience with enterprise IT projects in semiconductor field is a plus.
</li></ul><div>Skills
</div><ul><li>Strong customer focus and commitment to customer success.
</li></ul><ul><li>Ability to lead workshops and align requirements with deliverables.
</li></ul><ul><li>Results-oriented with a focus on project outcomes.
</li></ul><ul><li>Proactive in identifying and resolving risks and issues.
</li></ul><ul><li>High attention to detail and accuracy in reporting.
</li></ul><ul><li>Skilled in conducting effective meetings, documenting minutes, tracking actions, and ensuring timely follow-ups.
</li></ul><ul><li>Strong prioritization and execution capabilities.
</li></ul><ul><li>Proficiency in Waterfall and SCRUM methodologies.
</li></ul><ul><li>Proficient in Microsoft Office Suite.
</li></ul><div>Salary Range: $82,000 - $115,0000 a year
</div><div>#LI-CM2
</div></div></div></div><div><div><div><b>Location</b></div>
<div>Austin, TX</div>
</div><div><div><b>Job Function</b></div>
<div>TECHNOLOGY</div>
</div><div><div><b>Role</b></div>
<div>Project Manager</div>
</div><div><div><b>Job Id</b></div>
<div>410836</div>
</div><div><div><b>Desired Skills</b></div>
<div>Project Management</div>
</div><div><div><b>Salary Range</b></div>
<div>$82,000-$110,000 a year</div></div></div></div><div></div>

Project Manager Omni Channel Contact Center

geidea

<div>
 <p>
  Established in 2008,
  <strong>
   Geidea
  </strong>
  epitomizes customer focused empowerment and commercial success through continuous innovation.
  <strong>
   Geidea
  </strong>
  makes best in class digital payment solutions available for all by attracting and leveraging the best creative &amp; entrepreneurial talent in the market.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity. Our technology mirrors our people - Smart, Innovative &amp; Forward Thinking:
  <strong>
   <u>
    www.geidea.net
   </u>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  To maintain competitive advantage as we grow, we are currently looking for a new
  <strong>
   Contact Center Advisor:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job purpose:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  This role is responsible for addressing customer inquiries, complaints, and technical issues, ensuring satisfaction and retention. The advisor also provides solutions, maintains records, and collaborates with other departments to resolve issues while staying informed about products and services.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key accountabilities and decision ownership:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Handle calls from customers regarding inquiries, complaints, and technical issues.
  </li>
  <li>
   Provide accurate and efficient solutions to ensure customer satisfaction and retention.
  </li>
  <li>
   Maintain detailed and accurate records of customer interactions and transactions.
  </li>
  <li>
   Collaborate with other departments to escalate and resolve complex issues.
  </li>
  <li>
   Stay up to date with product knowledge and services to better assist customers.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Must Have Technical / Professional Qualifications:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in business management or any related field.
  </li>
  <li>
   At least 6 months of experience in customer service
  </li>
  <li>
   English level B1/C1
  </li>
  <li>
   Excellent communication and interpersonal skills, with the ability to build strong relationships with customers
  </li>
  <li>
   Strong problem-solving skills.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  Join our dynamic team as a
  <strong>
   Contact Center Advisor
  </strong>
  and contribute to our FinTech mission of releasing cutting-edge financial products into the market. Apply your project management skills, collaborate with cross-functional teams, and shape the future of the payments industry.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Our values
  </strong>
  guide how we think and act - They describe what we care about the most.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Customer first
  </strong>
  - It&rsquo;s embedded in our design thinking and customer service approach.
 </p>
 <p>
  <strong>
   Open
  </strong>
  - Openness allows us to constantly improve and evolve.
 </p>
 <p>
  <strong>
   Real
  </strong>
  - No jargon and no excuses!
 </p>
 <p>
  <strong>
   Bold
  </strong>
  - Constantly challenging ourselves and our way of thinking.
 </p>
 <p>
  <strong>
   Resilient
  </strong>
  &ndash; If we fail, we bounce back stronger than before
 </p>
 <p>
  <strong>
   Collaborative
  </strong>
  - We know that we can achieve a lot more as a team.
 </p>
 <p>
  <br/>
 </p>
 <p>
  We are changing lives by constantly striving for a better solution.
 </p>
</div>


Contact Center Advisor

Columbia Credit Union

<div><h4 class="jobSectionHeader"><b>About Columbia Credit Union</b></h4>
<p>
Columbia CU is a full-service financial institution with $2.5 billion in assets, over 100k members and we pride ourselves in our commitment to &ldquo;Making Life Better&rdquo; in the communities we serve. Since 1952, our commitment toward &ldquo;Making Life Better&rdquo; has earned us accolades and we are honored to be the recipient of several local community recognitions:</p>
<ul>
<li>Best of Clark County Award / The Columbian - 2008-2025</li>
<li>Best in Business Award / Vancouver Business Journal - 2013-2024</li>
<li>Corporate Philanthropy Award / Portland Business Journal - 2017-2025</li>
</ul><h4 class="jobSectionHeader"><b>Columbia CU Guiding Principles</b></h4>
<p><b>
Vision</b>: The most trusted, respected, and sought-after financial institution, providing innovative solutions and support for our employees, members, and communities we serve.</p>
<p><b>
Mission</b>: Bringing people together to make life better for themselves and their communities.</p>
<p><b>
Value Proposition: </b>Earning your trust with knowledgeable people and digital options so you can bank &ldquo;Columbia&rdquo; how and when you want.</p>
<p><b>
Leadership Philosophy:</b> Leaders at Columbia CU inspire enthusiasm and accountability that drive our mission. Leaders build engagement and communicate honestly and openly. By rallying everyone around our shared vision, Leaders model and expect the best from individuals and teams.</p>
<h4 class="jobSectionHeader"><b>
Core Values</b></h4>
<p><b>
People</b> - We have a passion for helping each other and our members.</p>
<p><b>
Community </b>- We have a passion for contributing to the success and growth of the communities we serve.</p>
<p><b>
Financial Wellness</b> - We have a passion for providing the financial education, tools and assistance that create financial wellness and stability for our organization, each other, our members and the communities we serve.</p>
<h5 class="jobSectionHeader"><b>
Benefits</b></h5>
<ul><li>Medical, Dental, Vision for employee - eligible the 1st of the month following hire date</li>
<li>Accrued PTO, Accrued Extended Sick Time and 11 Paid Bank Holidays</li>
<li>401k Match- 100% match up to 6% employee contribution</li>
<li>A hybrid or fully remote home office option can be considered <b><i>in Vancouver, Washington or Portland, Oregon areas only</i></b><i> </i><b><i>AND only after a multiple month, on-site training has been completed and all work from home requirements are met.</i></b></li>
<li>Tuition Assistance</li>
<li>And More!</li>
</ul><h4 class="jobSectionHeader"><b>About The Role</b></h4>
<p>
The Contact Center Specialist assists members with account based and membership related needs over the phone and through our electronic alternatives consistent with Columbia&rsquo;s policies, procedures and service standards. This position additionally assists fellow Contact Center Specialists, and other Columbia CU department staff, in finding solutions to inquiries and needs. They are committed to providing the highest level of individualized service by placing the member first. Performs a variety of transactions while listening closely to our members unique requirements. Provide creative solutions to our membership as we strive to &ldquo;Make Life Better&rdquo;, ensuring they receive exceptional service in a friendly, efficient manner.</p>
<p><b><i>
Requires availability Monday through Friday, 7:30am to 6:00pm. This is also a</i></b> <b><i>full time role.</i></b></p>
<h5 class="jobSectionHeader"><b>
RESPONSIBILITIES</b><b>:</b></h5>
<ul><li>Adhere to Columbia Credit Union Service Standards.</li>
<li>Accurately process member transactions and requests.</li>
<li>Provides excellent member service by limiting wait times for inbound callers.</li>
<li>Process account maintenance requests for members to include address changes, transaction and account research.</li>
<li>Knowledge of and compliance with Currency Transaction Reporting requirements and Columbia&rsquo;s Bank Secrecy Act compliance program.</li>
<li>Exercise independent judgment within set authorizations.</li>
<li>Identify and refer members to our business partners in Home Loans, Insurance &amp; Investment and Business Services.</li>
<li>Participate in cross-functional projects, promotions and training.</li>
<li>Perform additional tasks as assigned by department leadership commensurate with position.</li>
<li>Proficient in processing member requests for account maintenance to include account research and assisting members with the fraud process.</li>
<li>Communicates with members through all available channels, such as, Chat, Email, Video Chat and Phone.</li>
<li>Responsibilities include but not limited to; maintenance, providing basic consumer and real estate loan information, and educating members on CCU products and services. Educate and assist members with all digital related products and services.</li>
<li>Maintain up-to-date knowledge on all credit union products and services and through active listening, recommend Columbia Credit Union products and services to &ldquo;Make Life Better&rdquo; for our membership.</li>
<li>Displays consistent teamwork and collaboration with others within Member Service and departments throughout the organization.</li>
</ul><h5 class="jobSectionHeader"><b>REQUIREMENTS</b></h5>
<ul> <li>Minimum 1-year experience in customer service required. Financial institution and/or call center environment experience preferred or a minimum 6 months experience at Columbia Credit Union in a member facing role.</li>
<li>Professional, mentally alert, and neat in appearance with an enthusiastic attitude.</li>
<li>Excellent communication skills both verbal and written.</li>
<li>Must be team oriented.</li>
<li>Highly organized, detail oriented with ability to multi-task.</li>
<li>Excellent communication skills both verbal and written.</li>
<li>Possess sound decision-making skills.</li>
<li>Strong PC skills.</li>
<li>Must be available to work hours of operation in the Call Center.</li>
<li>Consistent and reliable attendance: work scheduled shifts to meet the service level expectations of our members.</li>
</ul>
<p><b>PHYSICAL REQUIREMENTS: </b>The physical requirements outlined below encompass the diverse range of abilities needed for individuals to effectively perform the essential functions of this job.</p>
<ul>
<li>Communicate information and ideas clearly for mutual understanding.</li>
<li>Exchange accurate information effectively in various situations.</li>
<li>Observe details at close range (within a few feet of the observer).</li>
<li><b>Constantly</b> remain in a stationary position.</li>
<li><b>Occasionally </b>move around the workspace.</li>
<li><b>Constantly</b> operate a computer and other office productivity machinery.</li>
<li><b>Rarely </b>ascend/descend a ladder.</li>
<li><b>Occasionally</b> position oneself to maintain files or other items.</li>
<li><b>Never </b>move items weighing up to 60 pounds across the office for various needs.</li>
<li><b>Never </b>work in outdoor weather conditions.</li>
<li><b>Never </b>operate a vehicle.</li>
<li><b>Rarely</b> travel between worksites.</li>
</ul><h5 class="jobSectionHeader"><b>COMPENSATION</b></h5>
<ul><li>$20.75 - $24.00/ hour</li>
<li>$1,000 Retention Bonus potential</li>
</ul>
<p><i>Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.</i></p>
<p><i>
Equal Opportunity Employer/AA</i></p>
<p><i>
Must be 18 or older to apply</i></p></div>

Contact Center Specialist (Inbound Call Center)

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