Contact Center Operations Representative

Serve the membership through effective communication, troubleshooting, proactive learning, deepening member relationships, and member advocacy over the phone. Maintain high service level standards by meeting or exceeding all service level metrics including availability metrics, NPS scores, quality assurance score and adherence to schedule. Utilize the TMA model of AIDINC while demonstrating empathy, curiosity and expertise in all product and services to determine spoken and unspoken needs. Showcase a strong aptitude in quality decision making skills by demonstrating the ability to make sound decisions even in the absence of complete information, and handling risk and uncertainty while relying on a mixture of analysis, wisdom, experience and judgement. Ensure an exceptional member and employee experience by proactively bringing forward member friction points, continuous improvement ideas and employee experience suggestions while maintaining member security and complying with applicable regulations. Contribute to the development of STCU's culture and strategic vision; the achievement of organizational goals; and support and emulate the Core Values.