Contact Center Operations Representative - job 1 of 2

As a Contact Center Operations Representative at STCU, your primary responsibilities include maintaining high service level standards, ensuring effective communication with members, and advocating for their needs. You will utilize the TMA model of AIDINC to address both spoken and unspoken member requirements, demonstrate quality decision-making skills, and actively contribute to continuous improvement initiatives.

To qualify for the Contact Center Operations Representative role at STCU, you must hold a High School Diploma or equivalent and possess a minimum of two years of customer service experience, ideally within a contact center. Additionally, proficiency in MS Office applications and strong written and verbal communication skills are required. Bilingual abilities in Spanish are preferred.

The salary range for the Contact Center Operations Representative position at STCU is competitive, falling between $20.42 and $28.58 per hour, reflecting the importance and value of this role in serving our members and community.

At STCU, Contact Center Operations Representatives enjoy a robust benefits package that includes paid time off, medical, dental, and vision insurance, flexible schedules, remote-work options, training and career development opportunities, a success-sharing plan, 401(k) matching contributions, and tuition reimbursement. We prioritize our employees’ well-being and growth.

To prepare for your interview for the Contact Center Operations Representative position at STCU, research the company values and culture, practice your communication and problem-solving skills, and think of examples that demonstrate your customer service experience. Familiarizing yourself with STCU’s services can also provide an edge in showcasing your interest and enthusiasm for the role.

When answering this question, detail your previous roles, emphasizing measurable outcomes. Highlight your ability to handle challenges and maintain a positive attitude in stressful situations, linking this to the skills needed for the Contact Center Operations Representative role at STCU.

To respond effectively, outline your approach to prioritizing tasks based on urgency and importance. Provide specific examples illustrating how you have successfully managed multiple responsibilities in previous roles, particularly in high-pressure situations.

Discuss specific techniques you use to de-escalate tensions, such as active listening, empathizing with the customer’s feelings, and finding satisfactory solutions, ensuring to relate your answers back to STCU’s commitment to exceptional member service.

Show your dedication by demonstrating knowledge of STCU’s offerings. Research their range of banking services in advance, expressing your enthusiasm for how these services can benefit members.

Provide a specific narrative that highlights your initiative and dedication to customer satisfaction. Discuss the situation, your proactive steps, and the positive outcome that resulted, showcasing traits that align with the STCU culture.

Use the STAR method (Situation, Task, Action, Result) to structure your response. Focus on challenges that required critical thinking and effective communication, linking the experience to skills relevant to the Contact Center Operations Representative role.

Articulate your perspective on excellent customer service, focusing on elements like responsiveness, empathy, and a commitment to continuous improvement, tying back to STCU’s member advocacy approach.

Reassure the interviewer that you understand the significance of compliance by sharing methods you've previously used, including staying up-to-date with training, seeking clarification when needed, and following established procedures.

Reflect on personal values that drive you, such as a genuine desire to help others, the thrill of overcoming challenges, and the satisfaction of building lasting relationships with customers, showcasing your alignment with STCU’s values.

Convey your enthusiasm for STCU's reputation, culture, and dedication to customer service. Share how the company's values resonate with your own, and express excitement about the opportunity to contribute to their goals and growth.