Call Center Peer Advisor – Hybrid

Scott Credit Union is looking to hire a full-time Peer Advisor to join our amazing Call Center team! This Peer Advisor position works Monday – Saturday (Saturday rotation as scheduled), with varied hours and schedule depending on operational needs

• This position is eligible to be a hybrid position (work from home and in the office).

Purpose, Mission, Vision, Values

At Scott Credit Union, we are committed to upholding our purpose, mission, vision, and values. Our Purpose guides everything we do as an organization and is supported by our actionable Mission, Vision, and Values. If our chosen purpose, mission, vision, and values resonates with you and you want to find meaning in your work, we hope you will apply to become a part of our team!

Purpose:
To be with our members through every phase of their financial journeys, providing financial solutions that support them, their families, and their communities.

Mission:
Members. Value. Community.

Vision:
Building Better Financial Futures.

Values:
Accountability - we take pride and ownership in all we do.
Diversity - we are committed to fostering a diverse, equitable, and inclusive work environment.
Growth - we encourage the professional development of our employees.
Integrity - we maintain the highest ethical standards.
Service Excellence - we are devoted to continuously "WOW"ing our members and colleagues through the 3e Promise.

Why You Should Join Our Team

Scott Credit Union is an established and expanding company that was named as both a Top Workplace by the St. Louis Post-Dispatch and a Best-In-State Credit Union by Forbes in 2022. Our team is our #1 priority, and we are proud to offer great benefits and perks, such as 11 paid holidays, competitive paid time off (PTO), Short-Term Disability (STD) that includes maternity leave, 401k with employer match, medical, dental, vision, and other insurance options, educational reimbursement program, employee assistance programs, opportunities for career advancement, casual “dress for your day” dress code, a positive team-oriented culture, and much more! A comprehensive benefit guide with a full list of our benefits can be found on our career page, scu.org/careers.

The Day to Day as a Peer Advisor

Peer Advisors report to the Contact Center Manager and assists in the operation of the Call Center Department. Specific operational, business development and member service activities as delegated by the Manager, including training of the Call Center Staff, as may be determined from time to time. The Peer Advisor will have one-on-one time with every new Financial Services Representative (FSR) in the department, working in the core system as well as each of the actively used ancillary systems.

A typical day will look like:

• Coordinate the formal classroom training of all new FSRs with the Training Department.
• Coordinate the on-the-job training of all new FSRs with the supervisory team.
• Trains all new FSRs on answering member calls, processes and ancillary systems.
• Trains all new FSRs to cross sell credit union products on a regular basis and has a strong understanding of products and services.
• At times with no new FSRs, the Peer Advisor will monitor the department chats, respond to FSR inquiries and review the Peer Advisor inbox.
• The Peer Advisor works closely with the Team Lead(s) to determine if/when to join the call queue, provide backup for the Contact Center chat or assist members via the online chat system to ensure service level standards for the department continue to be achieved.
• Educates members and potential members on the products and services Scott Credit Union offers that may be of benefit. Makes referrals to the Loan Center, Mortgage Department or Retirement and Investment Services as needed.
• Maintains harmony among new employees (within 90-day introductory period) and resolves grievances.
• Performs such other duties as may be assigned by Team Leads or Manager.

Are You a Good Fit?

Ask yourself the below questions to help determine if this job is the right fit for you.

• Do you enjoy engaging with people and providing exceptional customer service?
• Are you passionate about training and motivating others?
• Do you thrive in a fast-paced environment?
• Do you enjoy working in a diverse environment with diverse members?
• Do you take pride and ownership in all that you do?
• Are you looking for a job where you can develop professionally?

If you answered yes to these questions, we hope you apply!

To Be Considered, You’ll Need:

• High School Diploma or equivalent; one-year call center experience; training experience.

OR

• High School Diploma or equivalent; four years of diversified experience working in a retail sales or financial services environment; training experience.

Are You Ready to Join Our Team?

If this sounds like the right opportunity for you, we hope you apply today! If selected as a candidate, next steps may include a phone interview to go over the basics and/or a virtual interview to learn more about your experiences and qualifications.