Call Center Technical Assistant Job in Redwood City 94065, California US

Why Provident

Provident Credit Union is member owned, trusted, financially sound, technologically advanced, and provides "world class" value, convenience, products and services to all members. We are headquartered in Redwood Shores, CA and have 18 branches located throughout Northern California, the San Francisco Bay Area, Eureka, and Folsom.

The Position

We are currently looking for a full time Personal Account Advisor - Call Center - Technical.

Job Specifics

The Personal Account Advisor--Technical (PAAT) is part of the member contact center team and serves as the electronic delivery channel product expert for, including, but not limited to, online and mobile banking, bill pay and automated payment services and remote deposit capture. The PAAT serves as an expert resource to both internal users (contact center staff) and external users (members).  PAATs are required to make direct member contact to research and resolve issues and may be called up to perform other related outbound sales or service calling programs. The PAAT is the interface between member users and third party vendors, as well as the interface between the contact center and the credit union’s internal technology departments and other departments as appropriate, to research and resolve member issues. PAATs have the skills and abilities to support and resolve member technical inquiries including software and hardware issues related to online and mobile banking.  The PAAT will have a solid understanding of all credit union products, services, access channels, and associated policies and procedures.  As part of the contact center team, PAATs are expected to meet contact center sales and service standards and actively participate in regular monitoring sessions to build skills and consistency.


 Job Requirements

Personal Account Advisor certified or willingness to become certified within 12 months (PCU in-house training program)

  • Quicken certified (or willingness to become certified within 12 months)
  • Demonstrated aptitude or ability to communicate details of financial products.
  • Experience supporting multiple browsers in an online customer service helpdesk environment
  • Experience supporting iphone, ipad, and android products in an online customer service helpdesk environment.
  • Demonstrated high level of proficiency with Microsoft Office software (Word and Excel).
  • Working knowledge of Mac software, preferably with experience  in an online customer service helpdesk environment.
  • Experience supporting computer peripherals in an online customer service helpdesk environment. (modems, printers, fax)
  • SQL database management certified (or willingness to become certified within 12 months)High school diploma required
  • C

    • ollege degree preferred