Contact Center Specialist

Position Description:

About Us

Peake Federal Credit Union, with assets of about $525 Million, is a federally chartered credit union that focuses on providing excellent service to its over 28,000 members through its three branches, digital banking channels, and call center. We are a team of positive, dedicated, and highly experienced individuals that pride themselves in putting members first. At Peake, our RICHeS values guide how we serve our members and work with one another. We are responsive, innovative, and committed to providing convenient services. We act with honesty and maintain the highest standards of security.

The Position

The following is a summary of duties

• Answer member inquiries about deposit accounts, debit/credit cards, and other Peake products and services

• Research, identify, and resolve issues related to the online banking system

• Complete lost/stolen VISA forms, request replacement VISA cards, and answer general inquiries regarding the VISA program and VISA accounts

• Cross-sell products and services that would be beneficial to our members

• Maintain a high level of customer service, measured in part by member surveys

Work Schedule & Branch

• This job is open at our Perry Hall branch located in Baltimore, Maryland.

• This is not a hybrid or remote position; on-site attendance is required.

• This is a Full-time position requiring a minimum of 40 hours per week.

• The work schedule is:

• Monday-Wednesday, 8:00 am to 5:00 pm
• Thursday-Friday, 8:00 am to 5:00 pm or 9:00 am to 6:00 pm
• About 1 – 2 Saturdays per month are also required from 8:30 am to 12:30 pm

Duties are performed in a professional office environment. Responsibilities may occasionally require an adjusted work schedule, working from a different branch, working before and/or after business hours, working on Saturdays and working hours exceeding the standard work schedule.

Qualifications

Minimum Required Education: This position requires a diploma from a public or accredited private high school. A high school equivalency diploma (GED) may be substituted for the required education.

Minimum Required Experience: Two years of customer service experience, preferably in a financial institution, is preferred.

Other Requirements:

• Ability to perform basic mathematical functions.

• Proficient use of personal computers, internet applications, web browsers, e-mail, and various Windows-based software applications including word processing.

• Ability to operate standard office equipment

• Ability to work cooperatively with others to achieve common goals.

• Ability to plan and organize work and effectively manage time in order to accomplish goals.

• Ability to communicate effectively both verbally and in writing.

• Ability to proactively identify opportunities to achieve goals and take action without being required or requested to do so.

• Ability to maintain firm adherence to Credit Union values and principles even in the face of pressure to compromise.

• A credit check and criminal background check are required.

• Ability to lift and/or move up to 25 pounds.

Benefits for Full-time Employees

We care about our employees and show that care with benefits to help you stay healthy, rest and recharge, plan for your financial future, and maintain a healthy work/life balance. We offer:

• Health, dental, & vision plans

• 401(k) plan with a generous 4% employer contribution

• A generous paid time off plan, including a minimum of 3 weeks paid vacation/personal leave per year

• Paid time off on your birthday & holidays

• Health Reimbursement & Flexible Spending Accounts

• Paid life insurance and Long-term disability plans

• Daytime shifts

• Predictable work schedules for many positions

• Premium pay on Saturdays

Salary Range

The salary range for this position is a minimum of $22.40, a midpoint of $27.90, and a maximum of $33.50 per hour. The final compensation offer is determined by an applicant’s relevant experience, qualifications, and our commitment to internal equity. While there are always exceptions, applicants are typically offered a rate in the lower part of this range, below the midpoint. We review compensation data on a regular basis to ensure market competitiveness and equity; accordingly, the hiring range for this position has been carefully crafted to align with the market.

Parking

Ample onsite parking is provided at no charge.

Branch Locations

Towson – Main Office & Branch, 23 W. Susquehanna Avenue Towson, Maryland 21204

Perry Hall – Branch, 8640 Ridgely's Choice Drive, Baltimore, Maryland 21236

GBMC – Branch, Physician's Pavilion North Suite 145, 6535 N. Charles Street, Baltimore, Maryland 21204

Equal Employment Opportunity

Peake Federal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race and traits associated with race (such as hair texture, afro hairstyles, and protective hairstyles), color, religion, age, sex (including pregnancy, sexual orientation, or gender identity), national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state or local laws.