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Contact Center Specialist

May 27, 2026

<h2>Position Summary</h2> The Contact Center Specialist is responsible for providing support and assistance to existing members, potential members and other parties who contact Technology Credit Union (Tech CU) by telephone and/or email, including other departments. When responding to incoming phone calls and emails, the Contact Center Specialist adheres to established Tech CU policies and procedures to effectively satisfy inquiries, resolve problems, fulfill services requests and cross-sell relevant products and services as presented by the client. <h2>Responsibilities</h2> Member Service Operations <ul> <li>In a professional manner handles telephone/email inquiries, including:</li> <ul> <li>Provides quality customer service during each call.</li> <li>Handles calls in accordance with established department guidelines, while adhering to all Tech CU policies and procedures.</li> <li>Clearly and accurately explains the features, benefits and processes of Tech CU products and services, including membership/service related fees, which are relevant to needs of the caller.</li> <li>Provides clear and accurate information in a timely manner.</li> <li>Properly directs calls/requests to the appropriate employee/department for processing as needed. </li> </ul> <li>Identifies product referral and cross-sell opportunities in a variety of situations, including; fulfilling immediate member needs, promotional offers and marketing campaigns.</li> <li>Maintains a 92% available time for calls.</li> <li>Effectively explains Tech CU policies, procedures, and compliance regulations to the member.</li> <li>Processes authorized transactions/requests accurately and in a timely manner.</li> <li>Responds to requests for assistance from staff and other Tech CU departments.</li> </ul> Work Schedule <ul> <li>Full-time; typically 40 hours/week</li> <li>M-F, 8 hour shift within the 7:45am-6:00pm window</li> <li>Plus rotating Saturdays 9:45am-2:15pm</li> <li>Occasional overtime</li> </ul> Workplace Essentials <ul> <li>Supports Tech CU’s Mission and Vision and consistently demonstrates Tech CU’s Values (Accelerate, Collaborate, Innovate, & Cultivate). </li> <li>Meets with manager on a regular basis to discuss goal alignment, performance metrics, and development plans. </li> <li>Complies with Tech CU policies and procedures.</li> <li>Upholds employee Code of Conduct and Business Ethics and ensures confidentiality of the workplace.</li> <li>Complies with requirements imposed by federal, state and local regulatory agencies.</li> <li>Adheres to internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.</li> </ul> <h2>Qualifications</h2> Education: High School diploma (or equivalent experience) is required Experience: 2 years combined banking and/or call center experience preferred Knowledge/Skills/Abilities: <ul> <li>Excellent verbal and written communication skills</li> <li>Good time-management skills</li> <li>Achieves a regular Call/Email average of 90% or better</li> <li>Meets individual product referral goals as outlined by management</li> <li>Strong organization, team orientation, P.C. Internet, and service skills</li> </ul> Licensing: Upon employment, must enroll and maintain registration with Nationwide Multistate Licensing System (NMLS) under Tech CU’s company registration. Typical Working Conditions: Office environment with member interaction via phone. Equipment Used: Routinely uses standard office equipment, including computer, phone, copier and other devices. Physical Requirements: <ul> <li>Ability to sit 92% of the day.</li> <li>Mouse and use Keyboard, read computer screen for 90% of time during which one is seated.</li> <li>Listening/speaking to others for 92% of time during which one is seated.</li> </ul> EQUAL EMPLOYMENT OPPORTUNITY Technology Credit Union is an Equal Opportunity Employer. All qualified employees and applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. <h2>Pay and Benefits</h2> <ul> <li>Position Grade: 102</li> <li>Salary Range: minimum-$55,500, midpoint-$64,000, maximum-$72,500</li> <li>Work Location: The salary range listed is based on working in San Jose, CA. If you work remotely, your salary will be adjusted based on your geographic location.</li> <li>Typical Starting Pay: Most new hires start between the minimum and midpoint of the range (adjusted for work location if applicable), based on experience and qualifications.</li> <li>Bonus Potential: Target 5% of base salary based on company and individual performance</li> </ul> Tech CU is a pay-for-performance organization. We benchmark base pay to the 50th percentile of our market and offer incentive-based compensation tied to individual and company goals. Tech CU offers a comprehensive benefits package, including: <ul> <li>Health Coverage: Medical, dental, and vision plans</li> <li>Income Protection: Life and disability insurance</li> <li>Retirement: 401(k) plan with company match</li> <li>Paid Holidays: 12 days annually</li> <li>Paid Time Off (PTO):</li> <ul> <li>Accrues at 5.54 hours per bi-weekly paycheck (approximately 18 days per year)</li> <li>Increases with length of service</li> </ul> <li>Voluntary Time Off (VTO):</li> <ul> <li>8 hours annually for full-time employees to support charitable organizations</li> </ul> <li>Additional Benefits:</li> <ul> <li>Flexible Spending Accounts</li> <li>Employee-paid voluntary benefits</li> <li>Leaves of absence in compliance with state and federal regulations</li> </ul> </ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...