Join Our Team For over 70 years, Teachers Federal Credit Union has been committed to guiding members toward building a strong financial foundation today for a better tomorrow. Recognized by Forbes Magazine as one of America's Best-In-State Credit Unions in 2025, Teachers has grown into one of the nation's leading credit unions. As we expand our reach across the country, we remain focused on being both a Best Place to Bank and a Best Place to Work. From part-time roles to executive leadership positions, Teachers offers a wide range of meaningful career opportunities.

Summary:

The Senior Contact Center Specialist serves as the first point of contact for all types of account inquiries through multiple channels (e.g., calls, chat, email, etc.) while maintaining daily operational duties. Education and/or

Experience:

Requires a high school diploma or equivalentMinimum two-years advanced contact center, customer service, financial services, banking or insurance experience with full proficiency in a broad range of activities related to the job is requiredCredit Union or banking experience is requiredRequires passing compliance training to ensure adherence to legal and regulatory requirements, including banking security awarenessFull proficiency of all company products preferredSolid business writing skills is requiredWorks well in a fast-paced environment with continued calls in queueUses multiple systems and technology simultaneously with a focus on speed of useRemains calm, patient, objective, and professional when presented with difficult situationsHandles personal, sensitive information professionallyStrong critical thinking skills with an emphasis on accuracyFocused with an ability to prioritize multiple tasksStrong attention to detail to include solid data entry with minimal errorsMaintains confidentiality of Credit Union and member records during and after employment with

CU Job Responsibilities:

Answers incoming caller inquiries about company products and services with a focus on delivering a high level of quality customer service using knowledge acquired through extensive on the job training and ongoing support and coachingVerifies and maintains caller account security using established processes, procedures, and various systems and technologySupports and educates members on the use of Online/Mobile Banking, Debit Cards, transactional account usages, general account inquiries and other services that are provided to membersPerforms call interaction logging using CRM tools and performs routine tasks to fulfill caller member/non-member requestsMeets or exceeds contact center goals for metrics such as: one first call contact resolution, quality standards, answer call rate, schedule adherence, and member survey results on a daily and monthly basisOpens various new accounts and services existing accounts; sets up new account files and provides callers with all necessary information for membershipPromotes and completes applications for lending products/consumer loansInteracts with existing and new members to increase sales of products and/or servicesPerforms member transactions which include loan payments and transfersResponds to members' inquiries, requests, and problems/complaints by resolving the issues directly and/or directing them to the appropriate person for specific information and assistanceMay redirect calls/emails/chats/etc. to other teammates or departments depending on the nature of the inquiryPerforms various account file maintenance actions (e.g., account data changes, account closures, card orders, etc.)Processes check orders, stop payments, fraud claims, and other formsIndependently performs a wide range of complex duties under general guidance from supervisors. Resolves member issues in a courteous and professional fashionProblem solves accurately while using sound judgment at all timesComplies with all applicable laws, regulations, Credit Union policies and procedures, and ensures compliance with all governing regulations, including: Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), Truth-in Savings and Fair Credit Lending PracticesMaintains an ongoing awareness of developments/changes in policies, procedures, products and servicesPerforms other duties as assigned Benefits of Joining the

Teachers Team:

We provide a competitive compensation and benefits package that includes, but is not limited to: This position is eligible for our annual discretionary bonus program. Some positions within the credit union also qualify for quarterly performance incentivesPaid time off for vacation, personal days, and holidays401(k) company contribution Teachers pays 100% of Dental & Vision premium Tuition reimbursement is offered to full-time employees Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers The good faith range for this position is $27.30 to $30.35 hourly. This range is an estimate based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law. All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility. To learn more about Teachers and to view a full list of our job opportunities please visit https://www.teachersfcu.org/about/careers #LI-CB1