Contact Center Representative l na BrightStar Credit Union

As a member of BrightStar Credit Union, you'll join a dynamic company culture and purpose-driven organization that focuses on its employees and members. We offer excellent benefits, advanced opportunities, and exceptional training.   Founded in 1946 as a community-based credit union serving educators, we have since expanded to serve 23 counties across the state of Florida.  As a Trusted Advisor, BrightStar offers a diverse range of financial services and opportunities.  BrightStar Credit Union is committed to fostering a diverse and inclusive work environment where everyone has the chance to succeed and feel a sense of belonging.  Our work environment is fun, fast-paced, and service-oriented. 

What we offer:

• Medical, Dental, and Vision
• 401K Plan with Matching
• Tuition Reimbursement Program
• Supplemental Benefits
• Engagement Area
• Wellness Studio & Gym at our Corporate Headquarters
• Company Paid Life Insurance
• Health Savings Account with Company Contributions

Role Responsibilities:

• Answer calls in a high-volume environment while providing excellent member service and meeting performance targets.
• Contribute to and meet departmental, individual, and organizational goals and targets, including service level standards, call metrics, quality of service, and production.
• Promote BrightStar products and services by identifying member needs and recommending solutions that support their financial goals
• Contribute to a strong after-call survey score by providing high-quality service based on our service standard.  Listening to our members, leading with empathy, owning the solution, and delivering excellence.
• Manage all interactions with members, whether over the phone or in writing, in a kind and welcoming manner that aligns with the mission and values of the credit union.
• Lead with technology-based solutions and education to promote self-service, while finding creative solutions, problem-solving, troubleshooting, and delivering on commitments.
• Willing to be monitored and coached in an environment that seeks to deliver a premier level of service to our membership and community.
• Processes transactions with accuracy and efficiency.
• Mitigate risk to the credit union by adhering to policies and procedures, including ID verification requirements, and proactively identifying and escalating red flags.
• Ability to support members and internal partners utilizing the Credit Union services, including Online Banking, Mobile Apps, website, bill pay, and ATM's.
• Maintain knowledge of the credit union's Bank Secrecy Act compliance policy, procedures, and practices to meet compliance requirements, while keeping up to date on changes in policy and technologies.
• Communicate effectively, both verbally and in writing, in English and a second language, if applicable.
• Effectively adjusts to changing and evolving priorities and expectations
• Performs other related duties as assigned.

Qualifications:  

• Strong analytical skills and attention to detail
• Proficient with Microsoft Office Suite (especially Excel, Word, Outlook)
• 1 year of experience in a high-volume customer service role
• Ability to perform basic math calculations
• Must be comfortable working in an open Contact Center environment with consistent noise, lighting, and temperature for extended periods
• Strong communication skills with the ability to actively listen, ask questions, and convey information clearly and professionally
• Demonstrated ability to handle a high volume of member interactions with patience, positivity, and accuracy
• Comfort with technology, including the ability to navigate multiple systems, multi-task,
• Use online banking tools and troubleshoot digital platforms with members.
• Strong problem-solving skills and sound judgment when handling member concerns and sensitive information
• Ability to connect with others with tact, discretion, and courtesy within and outside the organization
• Ability to handle stress in a high-volume and fast-paced environment.
• Must maintain regular and punctual attendance and reliability

Interpersonal and Professional Skills:

• Demonstrates courtesy, empathy, tact, and diplomacy in all interactions, both internally and externally.
• Strong listening skills and the ability to understand and respond to member needs with professionalism and care.
• Confident in communicating clearly and effectively, both verbally and in writing.
• Possesses a service-oriented mindset with the ability to promote appropriate products and services.

Other Skills and Abilities:

• Excellent telephone presence and written communication skills.
• Self-motivated and thrives in a goal-driven, performance-focused environment.
• Capable of making sound decisions in alignment with both member needs and Credit Union policies.
• Highly organized and detail-oriented with strong analytical skills.
• Able to manage multiple tasks efficiently in a high-volume, fast-paced setting.
• Proficient in using personal computers, including navigating internet browsers and business software applications.

Education & Experience:

• High school diploma or equivalent required; associate degree preferred.
• Minimum 1 year of contact center experience, preferably in a financial institution.
• Minimum of 1 year of quota-based sales experience

Work Environment & Schedule:

• Must be able to work flexible hours, including but not limited to early mornings and alternate Saturdays, as needed to support call volume.
• Hybrid or on-site schedule depending on operational needs.

Compliance:

• Employees must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures.  Specific functions with B.S.C.U. will consider the awareness of unusual or suspicious activity relevant to the department.
• In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department.
• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A.  Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.

Physical Requirements:

• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. 
• Reasonable accommodation may enable individuals with disabilities to perform essential functions.  While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear. 
• The employee is frequently required to walk and reach with hands and arms. 
• The employee may occasionally stand, stoop, kneel, or crouch. 
• The employee may occasionally lift and move up to 10 pounds. 
• Specific vision abilities this job requires include close vision and the ability to adjust focus.

BrightStar Credit Union is an Equal Opportunity Employer.  BrightStar Credit Union is a Drug-Free Workplace